Patient Experience Supervisor & Engagement Leader

Penn Medicine, University of Pennsylvania Health System; Philadelphia (Philadelphia County); On-site; USD 70,000 - 95,000; Full time

Job summary

Penn Medicine is seeking a Patient Engagement Supervisor to oversee the daily operations and performance of the Patient Engagement Center. You will directly supervise Engagement Leads and Associates, ensuring service levels, quality, attendance, and patient satisfaction succeed.

Collaborate with Workforce and leadership to optimize staffing, provide coaching, and address performance issues. Uphold HIPAA and organizational standards while guiding a high-performing team in a fast-paced medical

Qualifications

• H.S. Diploma/GED required.
• 4+ years healthcare contact center or related operations with leadership.
• Prior supervisory experience preferred but not required.

Responsibilities

• Oversee day-to-day operations and overall team performance in the Patient Engagement Center.
• Directly supervise Patient Engagement Leads and Associates, including performance management.
• Ensure service level, quality, attendance, and patient experience goals are met.
• Collaborate with Workforce and leadership to maintain staffing and compliance.
• Provide coaching and address performance concerns with action plans.
• Lead team meetings and coordinate cross-functional initiatives.
• Uphold policies, HIPAA standards, and regulatory requirements.

Skills

People management

Team leadership

Operational oversight

Quality assurance

Scheduling management

Escalation handling

Communication

Collaboration

Education

High School Diploma/GED

4+ years healthcare contact center experience

Job description

Penn Medicine is seeking a Patient Engagement Supervisor to oversee the daily operations and performance of the Patient Engagement Center. You will directly supervise Engagement Leads and Associates, ensuring service levels, quality, attendance, and patient satisfaction succeed.

Collaborate with Workforce and leadership to optimize staffing, provide coaching, and address performance issues. Uphold HIPAA and organizational standards while guiding a high-performing team in a fast-paced medical