Director of Patient Engagement - Call Center

Expectations

• Call center operations management (5+ years)
• Management of a team of 40+ call center employees across multiple shifts (5+ years)
• Data analytics experience with Excel / Salesforce / other analytics tool (5+ years)
• Bachelor's degree or higher
• Must start by July 18th at the latest
• Onsite in Memphis, TN

Overview

Our client specializing in the needs of the chronically ill and elder community is seeking a Director of Patient Engagement to lead a team of 80+ Patient Engagement Coordinators, Supervisors, and Managers. This all takes place onsite in Memphis, TN in a standard M-F, 12-hour facility, servicing 28 states. The ideal candidate will have lead a call center with no less than 40+ team members and have experience creating, executing, and tracking SLA's/SOP's.

Day to Day

As part of the leadership team, the Director of Patient Engagement plays a critical role in helping to oversee a team of Patient Engagement Specialists, who all play a critical role in reaching out to potential customers, explaining the benefits of our program and approach, and scheduling the initial in-home clinical visit with the customer and, where applicable, their family and caregiver(s). The Patient Engagement Director will lead a team of 5 Managers by providing them with direction, support, and career development. Demonstrate innovation by enhancing or creating processes that will improve patient satisfaction, increase productivity, and improve the performance of all team members. Improve team member satisfaction by creating an environment consistent with our client's values, resulting in retention of leaders and representatives.

• Our agents are required to schedule: 80 calls a day, schedule 3-6 visits
• Support 28 states
• Outbound dialers, back to back
• Open 7a-7p
• Overall teams (4) are: Patient Engagement, Referral Team, Recovery Team (outbound to previously schedule/cancelled), Inbound Team
• Goal of Patient Engagement is to get as many patients to agree to a visit so they’ll enroll in services
• Team is entry-level, needs direct firm leadership that addresses concerns immediately
• Culture: Family but Strong
• Currently 1 Manager, 5 Supervisors, 75 Agents, 18:1 ratio
• 5 Days Week 7-4, 8-5, 9-6, 10-7 shifts, 1 Supervisor on each shift
• The Director can work any of the shifts just as long as it’s the same
• Everyone is onsite

Company

We are a hospital and healthcare company that is building a new kind of healthcare company, providing loving care and support for a growing population of people and their families facing serious illness. Our physician-led teams provide home-based medical care to people living with serious illness so they may feel empowered to reclaim their story and write the next chapters of their lives with joy and dignity.