JOB SUMMARY

The Patient Engagement Supervisor is responsible for providing guidance, mentoring, and oversight of new and existing staff with daily work effort and properly handling transactions.

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent interpersonal and organization skills
• Demonstrated leadership abilities
• Ability to provide supervision in a high-volume remote production-driven contact-center environment
• Ability to work with multi-channel technologies, including telephonic, web chat, SMS, and email channels.
• Understanding of the marketing funnel life-cycle and patient journey cycles.
• Understanding of contact center KPIs and technology.
• Must be able to navigate multiple computer systems simultaneously accurately
• Strong written and verbal communication skills
• Exceptional customer service skills, including effective and efficient problem solving and analyzing skills
• Understanding of Compliance standards required.
• Builds and maintains collaborative relationships with internal and external clients that lead to more effective communication and a higher level or productivity and accuracy.
• Ability to facilitate conversations with others and establish an understanding of the customer’s issue/reason for contact
• Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem-solving techniques
• Ability to handled escalated issues and follow proper protocol for follow-up
• Ability to function effectively under the stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
• Hold team members accountable for meeting departmental goals and performance metrics including timely completion of all educational and HR requirements.

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience preferred to perform the job.

Required:

• High school diploma or GED
• 3-5 years of experience in call center environment

Preferred:

• 3-5 years of experience in healthcare industry
• 2+ years of supervisory or lead role
• Experience with Business to Consumer Marketing
• 2-4 year college degree

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Provides daily support/mentoring/training to new hires as well as existing staff. Includes hiring efforts, timekeeping, payroll, team member evaluation and performance management, and issue resolution.
• Develops a culture of service excellence by ensuring that the staff is consistent in delivering a positive customer experience at all times.
• Acts as part of the management team to ensure that the group is meeting all operational goals.
• Perform complete patient engagement specialist duties as needed to maintain service level and provide exceptional customer service to patients and client expectations.
• Responsible for monitoring daily activity and completion of performance and metric reports such as service level reports, abandonment rates, and quality metrics; can also perform special projects and reporting when assigned.
• Enforces departmental policies, practices, procedures, and work rules according to approved department and hospital policies and assists in developing and implementing new policies according to hospital and corporate guidelines.
• Participates in and coordinates daily team huddles to sustain a culture of collaboration, staff appreciation and ongoing communication.
• Review current productivity analysis, workforce management reports, and contact center trend analysis to assist with capacity planning, optimization and performance management.

SUPERVISORY RESPONSIBILITIES

If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Direct Reports (titles) Patient Engagement Specialist

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent interpersonal and organization skills
• Demonstrated leadership abilities
• Ability to provide supervision in a high-volume remote production-driven contact-center environment
• Ability to work with multi-channel technologies, including telephonic, web chat, SMS, and email channels.
• Understanding of the marketing funnel life-cycle and patient journey cycles.
• Understanding of contact center KPIs and technology.
• Must be able to navigate multiple computer systems simultaneously accurately
• Strong written and verbal communication skills
• Exceptional customer service skills, including effective and efficient problem solving and analyzing skills
• Understanding of Compliance standards required.
• Builds and maintains collaborative relationships with internal and external clients that lead to more effective communication and a higher level or productivity and accuracy.
• Ability to facilitate conversations with others and establish an understanding of the customer’s issue/reason for contact
• Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem-solving techniques
• Ability to handled escalated issues and follow proper protocol for follow-up
• Ability to function effectively under the stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
• Hold team members accountable for meeting departmental goals and performance metrics including timely completion of all educational and HR requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work in sitting position, use computer and answer telephone for extended period of Time
• Ability to travel as needed – minimal travel require

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Remote position & Office Work Environment
• 24/7 Contact Center
• Must be available to work hours and days as needed based on business needs
• Must be able to work weekends and holidays as assigned.
• Must be “on-call” as neede