Patient Engagement Team Lead: Coaching & Operations

CloseKnit; Rockville (MD); Presencial; USD 65.000 - 90.000; Tempo integral

Benefícios oferecidos por esta vaga

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

Professional development opportunities

Resumo da vaga

CloseKnit is seeking a Patient Engagement Team Lead to oversee the Health Guide and Phone teams in Rockville, MD. You will coach staff, coordinate daily workflows, and ensure efficient operations to maintain high-quality patient interactions.

Responsibilities include monitoring attendance, handling routine questions, supporting service levels, and assisting with training and escalation as needed. Strong leadership and healthcare experience are essential.

Qualificações

• Experience in healthcare operations, patient engagement, customer service, or a call center environment.
• Strong communication, organizational, interpersonal, and problem-solving skills.
• Ability to coach and support employees in a professional and constructive manner.
• Demonstrated reliability, accountability, and leadership potential.
• Proficiency with Microsoft Office applications and healthcare technology platforms.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.

Responsabilidades

• Monitor daily attendance, schedule adherence, and team coverage.
• Serve as the first point of contact for routine operational questions and escalations.
• Support daily workflows across the Health Guide and Phone teams.
• Identify coverage gaps and communicate staffing concerns to the manager.
• Assist with inbound and outbound patient interactions as needed to support service levels and coverage requirements.
• Monitor call volumes, queue activity, employee productivity, and workflow completion.
• Provide daily operational updates and highlight unresolved issues.
• Support onboarding and training of new employees.
• Reinforce established workflows and service expectations.
• Facilitate communication between team members and leadership to support efficient operations.

Conhecimentos

Healthcare operations

Patient engagement

Customer service

Call center operations

Strong communication

Organizational skills

Interpersonal skills

Problem-solving skills

Coaching and leadership

Reliability and accountability

Formação

High school diploma or equivalent

Ferramentas

Microsoft Office

EHR systems

Descrição da vaga

CloseKnit is seeking a Patient Engagement Team Lead to oversee the Health Guide and Phone teams in Rockville, MD. You will coach staff, coordinate daily workflows, and ensure efficient operations to maintain high-quality patient interactions.

Responsibilities include monitoring attendance, handling routine questions, supporting service levels, and assisting with training and escalation as needed. Strong leadership and healthcare experience are essential.