Supervisor, Patient Engagement

Imagine Pediatrics - Tampa, FL

Full-time - Mid Level

Tampa, FL

Ambulatory Health Care Services

About the position

As a Supervisor of Patient Engagement at Imagine Pediatrics, you will lead a team of Patient Engagement Associates in a centralized call center. This role focuses on direct supervision, performance management, and ensuring that the team meets service standards while providing exceptional support to families with children who have complex medical conditions. You will be responsible for training, coaching, and developing your team to achieve enrollment targets and improve overall service efficiency.

Responsibilities

• Lead and guide a team of Patient Engagement Associates I & II in a centralized call center.
• Conduct regular one-on-one meetings with direct reports to provide feedback and support professional development.
• Manage timekeeping, attendance, and ensure compliance with company policies.
• Deliver continuous training and oversee performance management.
• Compile and analyze performance data to create reports on team success and areas needing improvement.
• Act as the first point of contact for any issues or conflicts within the team or caller inquiries.
• Assist in developing strategies to improve overall service and efficiency.
• Support the team in achieving target goals towards call center metrics.

Requirements

• 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.).
• 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 detail-oriented.

Nice-to-haves

• Bilingual Spanish strongly preferred.
• Healthcare call center experience is a plus.

Benefits

• Paid parental leave
• Paid holidays
• Health insurance
• Dental insurance
• Flexible spending account
• Paid time off
• 401(k) with 4% match
• Vision insurance