[Hiring] Patient Engagement Supervisor @Imagine Pediatrics

Role Description

As a Patient Engagement Supervisor, you will be responsible for leading and guiding a team of Patient Engagement Associates I & II who support caregivers throughout the full member journey, from initial outreach and enrollment through ongoing engagement and partnership during a child's care experience with Imagine Pediatrics.

This role entails direct supervision, including:

• Conducting regular one-on-one meetings with direct reports to provide feedback, set goals, and support professional development.
• Ensuring team members are informed, engaged, and equipped to meet service and performance standards.
• Ensuring accuracy in timesheets in accordance with company policies and approving scheduling changes and time-off requests.
• Providing ongoing coaching and constructive feedback to improve associate effectiveness, quality, and performance.
• Leading and developing Patient Engagement Associates responsible for both enrollment and longitudinal caregiver engagement activities.
• Monitoring and driving team performance against enrollment, outreach, caregiver engagement, and experience metrics.
• Assisting in the development and implementation of strategies that improve caregiver participation, engagement, and operational efficiency.
• Acting as the first point of contact for team member escalations, caregiver concerns, and workflow issues, ensuring timely and effective resolution.
• Compiling and analyzing performance data to identify trends, opportunities, and areas for improvement; presenting findings and recommendations to leadership as needed.
• Utilizing engagement and enrollment insights to drive process improvements and operational excellence.
• Fostering a culture of accountability, continuous improvement, and caregiver-centered service.
• Partnering closely with Clinical, Operations, Market, and Population Health teams to support a coordinated and seamless member experience.
• Supporting organizational change initiatives and helping associates successfully adopt new processes, workflows, and engagement strategies.
• Ensuring caregivers receive a consistent, compassionate, and high-quality experience throughout their journey with Imagine Pediatrics.
• Supporting the team in achieving performance goals and, when necessary, assisting with outreach, enrollment, and engagement activities.

Qualifications

• Bachelor's degree in Business Management or a related field preferred.
• 3-5+ years of management/leadership experience in a call center, patient engagement, customer success, healthcare operations, or related environment.
• Prior experience coaching, mentoring, and developing team members.
• Experience leading teams responsible for enrollment, customer engagement, patient outreach, care coordination, or relationship management preferred.
• Proficiency in Talkdesk or similar telephony platforms and Microsoft Office applications.
• Strong critical thinking, problem-solving, and decision-making skills.
• Ability to manage competing priorities in a fast-paced environment.
• Strong knowledge of customer service standards and compliance requirements.
• Excellent communication, interpersonal, and relationship-building skills.
• Demonstrated ability to coach teams through change while maintaining engagement and performance.
• Experience using performance metrics, engagement data, and operational insights to drive continuous improvement.
• Ability to collaborate effectively across clinical and operational teams.
• Highly organized, detail-oriented, and capable of handling confidential information with discretion.
• Demonstrated ability to build positive working relationships with individuals of diverse backgrounds and experiences.
• Healthcare call center experience preferred.
• Bilingual Spanish strongly preferred.

Benefits

• Base salary range of $65,000 - $80,000 in addition to annual bonus incentive.
• Competitive company benefits package.
• Eligibility to participate in an employee equity purchase program (as applicable).
• Competitive medical, dental, and vision insurance.
• Healthcare and Dependent Care FSA; Company-funded HSA.
• 401(k) with 4% match, vested 100% from day one.
• Employer-paid short and long-term disability.
• Life insurance at 1x annual salary.
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays.
• Paid new parent leave.
• Additional benefits to be detailed in offer.