Patient Engagement Coordinator

Penn Medicine; Philadelphia (Philadelphia County); On-site; USD 42,000 - 64,000; Full time

Job summary

Penn Medicine is seeking a Patient Engagement Coordinator for the CPUP - Access Center Staff at 3535 Market Street, Philadelphia. This full-time day shift role supports real-time operations, coaching, escalation management, and adherence to workflows to ensure timely access and high-quality patient experiences.

The position involves collaboration with frontline staff and leadership across PEC systems. Ideal candidates have a HS diploma and 3+ years in a healthcare contact center, with a

Qualifications

• H.S. Diploma/GED is required.
• 3+ years in a Healthcare Contact Center environment with leadership/coordinator/senior experience.
• Bachelor's Degree preferred.

Responsibilities

• Provide daily guidance and real-time support to frontline staff to meet service levels, quality, and patient experience standards.
• Serve as the first line of escalation for agent and patient issues and escalate as needed.
• 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.
• Lead QA evaluations, score interactions, and provide timely feedback for re-education and adherence.

Education

H.S. Diploma/GED

Bachelor's Degree preferred

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 escalation 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.