Patient Engagement Center Lead

Penn Medicine, University of Pennsylvania Health System; Philadelphia (Philadelphia County); On-site; USD 60,000 - 85,000; Full time

Job summary

Penn Medicine’s Patient Engagement Center seeks a Patient Engagement Supervisor to oversee day-to-day operations and lead a team of Engagement Leads and Associates, ensuring service levels, quality, and patient experience.

This full-time day-shift role partners with Workforce, Quality, and leadership to drive staff development, performance, and compliance with HIPAA and organizational standards. Equal Opportunity employer.

Qualifications

• 4+ years Healthcare contact center, patient access, or related operational environment. Demonstrated leadership experience, such as serving in a Team Lead, Coordinator, or equivalent role, required.

Responsibilities

• People Management & Performance Accountability: Directly supervise Patient Engagement Leads and Patient Engagement Associates, including performance management, coaching, and completion of performance appraisals.
• Operational Oversight: Oversee day-to-day operations and overall team performance to ensure service level, quality, and patient experience goals are met.
• Quality Assurance & Compliance: Own quality performance outcomes for the team, including review of QA results and identification of trends; ensure HIPAA compliance.
• Scheduling Variance Management: Review scheduling variances with Workforce and ensure documentation and follow-up.
• Escalation Oversight & Issue Resolution: Provide oversight for escalated issues and resolve complex or repeated escalations.
• Communication & Collaboration: Lead team meetings, act as liaison between frontline staff, Leads, Workforce, Quality, and leadership.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Skills

People management

Performance accountability

Coaching

Leadership experience

Education

H.S. Diploma/GED

Job description

Penn Medicine’s Patient Engagement Center seeks a Patient Engagement Supervisor to oversee day-to-day operations and lead a team of Engagement Leads and Associates, ensuring service levels, quality, and patient experience.

This full-time day-shift role partners with Workforce, Quality, and leadership to drive staff development, performance, and compliance with HIPAA and organizational standards. Equal Opportunity employer.