Tech Stack

Description

You will lead a team of Patient Engagement Coordinators, ensuring quality client communications through audits, coaching, and process improvements. You'll manage team utilization, optimize workflows, and drive performance to help older adults live safer lives at home.

Requirements

• 3+ years in client-facing role with 1-2 years supervisory/team lead experience
• Proven ability to hold team accountable to performance standards
• Experience with QA processes like call auditing and scorecard development
• Strong analytical skills; comfortable with performance data
• Proficiency with CRMs (Salesforce preferred) and multi-channel communication platforms

Responsibilities

• Supervise 2-5 Patient Engagement Coordinators, owning performance and onboarding
• Conduct regular audits of calls, messaging, scheduling accuracy, and documentation
• Hold coordinators accountable to KPIs through direct feedback and coaching
• Develop and refine call guides, outreach scripts, and messaging templates
• Monitor team utilization, manage scheduling, and ensure SLA adherence