Patient Engagement Coordinator & Quality Coach

Penn Medicine; Philadelphia (Philadelphia County); On-site; USD 45,000 - 65,000; Full time

Job summary

Penn Medicine is seeking a Patient Engagement Coordinator to support daily operations in the Patient Engagement Center. You will guide frontline staff, handle escalations, and ensure timely access and high-quality patient experiences. This role emphasizes coaching, QA, real-time monitoring, and collaboration with leadership to improve workflows.

A strong background in healthcare contact centers and at least a high school diploma are expected. Shift: FullTime - Day Shift.

Qualifications

• Requires a High School Diploma or GED and healthcare contact center experience.
• Leadership, coaching, and strong communication skills are essential.
• Bachelor's degree is preferred but not required.

Responsibilities

• Provide daily guidance and real-time support to frontline staff to ensure service levels and patient experience standards.
• Serve as first line of escalation for agent and patient issues and resolve concerns as appropriate.
• Monitor real-time performance and workflow compliance using contact center systems.
• Support onboarding and ongoing training for staff and coordinate with leadership.

Skills

Leadership

Coaching

Communication

Escalation

Quality assurance

Real-time monitoring

Education

High School Diploma or GED

Healthcare contact center experience

Bachelor's degree preferred

Tools

PEC systems

Job description

Penn Medicine is seeking a Patient Engagement Coordinator to support daily operations in the Patient Engagement Center. You will guide frontline staff, handle escalations, and ensure timely access and high-quality patient experiences. This role emphasizes coaching, QA, real-time monitoring, and collaboration with leadership to improve workflows.

A strong background in healthcare contact centers and at least a high school diploma are expected. Shift: FullTime - Day Shift.