[Hiring] Patient Engagement Center Manager @Ivy Rehab

Role Description

The Patient Engagement Center Manager manages the daily operations of our Patient Engagement Center (PEC) by ensuring our contact center team members are delivering a world-class patient experience and our contact center processes and technologies are efficient and effective. In this role, the PEC Manager will be responsible for hiring and onboarding, scheduling, performance managing, and reporting on PEC team member performance. Initially, the PEC will support inbound voice interactions, and over time, the PEC will handle additional interaction channels, such as outbound, chat, and email. The PEC Manager will be responsible for ensuring the PEC meets or exceeds department, team, and team member goals and KPIs.

• Interview, hire, and onboard new PEC Advocates
• Coach and performance manage PEC Advocates to maximize productivity and quality
• Develop and manage effective daily plan for overseeing PEC operations, including team member schedules and adherence to schedules
• Collect and analyze PEC statistics, translate into consumable insights, and make adjustments to operations to improve performance
• Monitor live and recorded interactions, provide feedback to PEC Advocates, participate in calibration sessions to ensure alignment on what constitutes a quality interaction
• Support new hire and ongoing training through coaching, role play/mock calls, scheduling shadowing/nesting with experienced Advocates
• Ensure Ivy and PEC policies, procedures, and processes are followed
• Produce routine performance reviews for each team member along with a development plan for the coming year
• Provide continual evaluation of processes, procedures, and technology and suggest improvements
• Understand and perform PEC Advocate duties as needed, to include handling interactions
• Perform other duties as necessary to support the PEC and Ivy in meeting objectives and KPIs

Qualifications

• Undergraduate degree or equivalent experience
• Minimum 3-5 years management experience in an inbound service contact center
• Healthcare/physical therapy experience a plus
• Familiarity with contact center technology, including telephony platforms, quality management, and WFM
• Knowledge of customer service best practices
• Demonstrated leadership skills that inspire enthusiasm and stimulate team members’ efforts to be productive and to maintain high quality standards
• Detail-oriented, self-reliant, and process-driven mindset
• Strong communication (verbal and written), interpersonal, and conflict resolution skills
• Ability to communicate with all levels of the organization and adapt communication style depending on audience
• Ability to provide leadership to team members in a fast-paced and stressful work environment
• Must be technically savvy, with demonstrated experience working with multiple systems and apps

Benefits

• Eligibility for full benefits package beginning within your first month of employment
• Generous PTO (Paid Time Off) plans and paid holidays
• Live by values that prioritize teamwork, growth, and serving others