Supervisor, Patient Engagement
Who We Are
We are Imagine Pediatrics, a devoted and compassionate, multi-disciplinary pediatrician-led medical group that is creating a world where every child with complex medical conditions gets the care and support they deserve. Energized by our mission to reimagine pediatric health care, we are pioneering virtual-first care services that include care coordination and around-the-clock access to complex-care clinicians from home. We don’t replace a child's existing care team. Instead, we collaborate to deliver continuous support to kids, so they can spend less time in the hospital and more time thriving at home and in their communities.
Every day we boldly challenge old approaches and seek out new and better ways to improve the health and lives of children with medical complexity. In partnership with caregivers, providers, and health plans, we break down the barriers that stand between families and quality care for their children. We know we can’t solve every challenge in the lives of these kids, but we can work tirelessly to give them, their families, and other caregivers the help and relief they need, right when they need it. We know a better approach to pediatric health care is within reach, and we are committed to seizing it today.
What We Live By
We’re guided by our five core values:
- Children first. We put the best interests of children above all. We are uncompromising in our commitment to improving the lives of children and families by bringing the best care to them.
- Earn trust. We cherish the trusting relationships we build with the children and families we serve, our partners, and each other. We seek first to understand and speak honestly.
- Innovate today. We refuse to accept the way things have always been done. Children and families are waiting for our help and their bravery demands that we relentlessly challenge assumptions to develop new approaches.
- Embrace humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to learn and grow stronger.
- One team, diverse perspectives. We work alongside families as one team towards a shared purpose. We champion diversity and acknowledge the contributions of others.
What You’ll Do
As a Supervisor, Patient Engagement, you will be responsible for leading and guiding a team of Patient Engagement Associates I & II in our centralized call center. This role entails direct supervision, including one-on-one meetings, managing timekeeping, attendance, delivering continuous training, overseeing performance management, and acting as a back-up in taking calls to help achieve enrollment targets.
- Conduct regular one-on-one meetings with direct reports to provide feedback, set goals, and support professional development. Ensure that staff members are well-informed and equipped to meet service standards.
- Ensure accuracy in timesheets in accordance with compliance and company policies. Approve any scheduling changes and time off requests.
- Provide constructive feedback and coaching to improve efficiency and effectiveness.
- Assist in the development of strategies to improve overall service and efficiency.
- Act as the first point of contact for any issues or conflicts within the team or caller inquiries. Resolve issues effectively while maintaining professional relationships.
- Compile and analyze performance data to create reports on team success and areas needing improvement. Present findings to senior management as needed.
- Support team in achieving target goals towards call center metrics. Occasionally assisting in making outbound phone calls.
What You Bring & How You Qualify
First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support, they deserve. For this role, you will need:
- Bachelor’s degree in business management or a related field preferred.
- 3-5+ years of experience in a call center environment, with experience coaching, mentoring and training others.
- Proficiency in Talkdesk or similar telephony platforms and Microsoft Office (Word, Excel, PowerPoint, etc.) is required.
- Extensive experience in working on complex projects with critical thinking and problem solving.
- Ability to balance work pressure with time management skills.
- Strong knowledge of customer service protocols and compliance requirements.
- Excellent communication and interpersonal skills.
- Ability to handle confidential and sensitive information with discretion.
- Highly organized and detailed oriented.
- Demonstrate ability to build positive relationships and communicate with people of diverse backgrounds and skillsets.
- Healthcare call center experience is a plus.
- Bilingual Spanish strongly preferred
What We Offer (Benefits + Perks)
We offer a competitive base salary for this position in addition to a competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary.
We provide these additional benefits and perks:
- Full medical, dental, and vision insurance
- Healthcare and Dependent Care FSA
- 401(k) with 4% match, vested 100% from day one
- 20 days PTO + 10 Company Holidays & 2 Floating Holidays
- Paid parental leave
- Additional benefits to be detailed in offer
We Value Diversity, Equity, Inclusion and Belonging
We believe that creating a world where every child with complex medical conditions gets the care and support they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.
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We are on a mission to reimagine pediatric health care for the better, so that children with medical complexity and special health care needs can spend less time in the hospital and more time at home and in their communities. Our multidisciplin...
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