Patient Engagement Coordinator

Penn Medicine, University of Pennsylvania Health System; Philadelphia (Philadelphia County); On-site; USD 42,000 - 60,000; Full time

Job summary

Penn Medicine is seeking a Patient Engagement Coordinator to support the CPUP - Access Center Staff at 3535 Market Street in Philadelphia. The role focuses on real-time guidance, coaching, escalation handling, and ensuring a high-quality patient experience across the PEC.

Ideal candidates will have a HS diploma or GED, 3+ years in a healthcare contact center with leadership experience, and a preference for a Bachelor’s degree.

Qualifications

• High school diploma or GED required.
• Minimum 3 years in Healthcare Contact Center with leadership/coordinator experience.
• Bachelor's degree preferred.

Responsibilities

• Provide daily guidance and real-time support to frontline staff to ensure service level, quality, and patient experience standards are met.
• Serve as the first line of escalation for agent and patient issues.
• Research, resolve, and escalate concerns as appropriate.
• Monitor real-time performance, agent adherence, and workflow compliance using contact center systems.
• Provide inbound and outbound call coverage as required by leadership.
• Quality, Safety Nets & Coaching – complete QA evaluations and provide timely feedback.

Skills

Communication

Leadership

Team collaboration

Call center experience

Education

High School Diploma or GED

Healthcare call center experience

Bachelor's degree preferred

Tools

PEC systems

Job description

Description Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Shift: Full Time - Day Shift

Entity/Unit: CPUP - Access Center Staff

Location: 3535 Market Street

Summary

• The Patient Engagement Coordinator assists the Supervisor/Manager in providing daily guidance, support, and communication to frontline staff to ensure timely access, operational effectiveness, and a consistent, high-quality patient experience. The role supports real-time operations, quality assurance, coaching, escalation management, and adherence to established workflows, policies, and service standards across the Patient Engagement Center (PEC).

Responsibilities

• Provide daily guidance and real-time support to frontline staff to ensure service level, quality, and patient experience standards are met.
• Serve as the first line of escalation for agent and patient issues
• research, resolve, and escape concerns as appropriate.
• Monitor real-time performance, agent adherence, and workflow compliance using contact center systems.
• Provide inbound and outbound call coverage as required by leadership.
• Quality, Safety Nets & Coaching
  • Complete formal QA evaluations, score interactions, and provide timely, skills-based feedback focused on re-education and adherence.
  • Manage and resolve Safety Nets in accordance with established timelines and risk prioritization.
  • Assist supervisors with 1:1 meeting with the Patient Engagement Associates
  • Support onboarding and ongoing training for new and incumbent staff.
• Reporting, Systems & Knowledge Support
  • Prepare and distribute operational reports and performance summaries as assigned.
  • Serve as a subject matter expert for PEC systems, tools, and workflows.
  • Ensure job aids and knowledge resources are current and accurately reflect procedures.
• Communication & Collaboration
  • Participate in and lead team meetings, huddles, and assigned stakeholder meetings.
  • Act as a liaison between frontline staff and leadership, providing operational insights and follow-up as needed.
  • Collaborate with leadership and cross-functional teams to address operational needs and improvement opportunities.

Education or Equivalent Experience

• H.S. Diploma/GED (Required)
• 3+ years Healthcare Contact Center Environment, with demonstrated leadership, coordinator, or senior is required
• Bachelor's Degree preferred

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.