Lead, Patient Engagement Center Call Center Operations

Homebase Medical is getting back to basics. Our mission is to optimize the quality of life for homebound older adults, allowing them to live independently and with dignity in their own homes.We make house calls - enabling access to quality wrap-around services for homebound older adults with complex health needs while improving the quality of their lives, right at home. We offer an array of medical and chronic care services and we're backed by SCAN, a not-for-profit organization that has a history of supporting and improving the health and independence of older adults for over 45 years. The Supervisor, Patient Engagement will manage a team of patient engagement specialists, who conduct patient outreach and scheduling and support smooth operations and adherence to workflows/SOPs, and manage performance. Responsibilities include: Integrated call center operations management (60%): Manage team of patient engagement specialists, who conduct patient outreach and scheduling; Ensure adherence to workflows/SOPs; Monitor and manage call center performance (productivity, conversion, scheduling accuracy), coach team, and run quality assurance program; Support Director, Patient engagement in training & skill development for team (outreach/scheduling skills, clinical knowledge, problem-solving); Manage call center staffing, onboarding, etc. Scheduling Coordination & Visit Completion Support (15%): Manage complex scheduling (urgent/same-day scheduling, complex patient needs, schedule conflicts, escalated patients); Manage confirmation/reminder program (protocol for visit reminders, confirmation calls, etc.) to reduce no-shows; Manage rescheduling & no-show management workflows; Manage visit completion follow-up process. Provider Logistics & Support (10%): Coordinate provider schedule communication & visibility; equipment & supply management; mileage & expense tracking; and provider feedback & issue resolution. Patient Experience & Process Improvement (5%): Oversee patient satisfaction & complaint resolution, call quality; Support continuous process optimization and patient experience improvement efforts. Support the implementation and adoption of AI-enabled tools such as intelligent call routing, conversational AI, and self-service member options. Foster a positive, collaborative, and high-performance team culture. We seek Rebels who are curious about AI and its power to transform how we operate and serve our members. Qualifications and Experience: Bachelor's Degree or equivalent experience 1-2 years of experience in healthcare call center operations or a similar environment Strong understanding of call center KPIs and operational workflows. Ability to remain calm and composed in high-pressure situations, including escalations and urgent member needs. Strong leadership and communication skills, both verbal and written, to effectively support and guide the call center team and RN triage process. High level comfort leveraging telephony platforms and associated analytics related to call volumes, SLA performance and workforce management Professional and empathetic approach to member interactions, ensuring a high level of customer service. A strong orientation towards hospitality and delivering an above-and-beyond customer service experience. Ability to monitor call volume and performance metrics, making real-time adjustments to optimize service levels. Ability to multitask and manage high call volumes while overseeing staffing, workflow optimization, and service quality. Proficiency in using call center and healthcare systems, ensuring effective documentation and issue resolution. Strong interpersonal skills with the ability to coach, mentor, and develop team members while fostering a collaborative work environment. What's in it for you? PayScale information: $58,200 - $83,160 Medical, Dental, Vision insurance Generous PTO and Holiday pay 401k with 5% safe harbor contribution Employee hardship fund Work-life balance And much more! #LI-LP1 At Homebase Medical we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Homebase Medical is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required. #J-18808-Ljbffr