Supervisor, Patient Engagement
Imagine Pediatrics
Who We Are
Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.
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)
The target base salary for this position starts at $65,000-$80,000 in addition to 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:
- 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
What We Live By
We’re guided by our five core values:
Our Values:
- Children First. We put the best interests of children above all. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future.
- Earn Trust. We listen first, speak second. We build lasting relationships by creating shared understanding and consistently following through on our commitments.
- Innovate Today. We believe that small improvements lead to big impact. We stay curious by asking questions and leveraging new ideas to learn and scale.
- Embrace Humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to grow and understand how we can improve.
- One Team, Diverse Perspectives. We actively seek a range of viewpoints to achieve better outcomes. Even when we see things differently, we stay aligned on our shared mission and support one another to move forward — together.
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.