Remote Patient Engagement Lead

Imagine Pediatrics; Louisiana; Remote; USD 65,000 - 80,000; Full time

Benefits offered by this job

Competitive benefits package

401(k) with match

Employee equity program (as applicable

Paid time off and holidays

Job summary

Imagine Pediatrics is a tech-enabled pediatric group redefining care for children with special health care needs. This remote supervisory role oversees engagement associates from enrollment through ongoing caregiver engagement, ensuring a high-quality, compassionate member experience across the care journey.

The position requires 3-5+ years in management within healthcare or call center environments, proficiency with Talkdesk, and strong coaching and collaboration skills.

Qualifications

• Bachelor's degree in Business Management or a related field preferred.
• 3-5+ years of management/leadership experience in a call center, patient engagement, healthcare operations, or related environment.
• Prior experience coaching, mentoring, and developing team members.
• Experience leading teams responsible for enrollment, customer engagement, patient outreach, care coordination, or relationship management preferred.
• Proficiency in Talkdesk or similar telephony platforms and Microsoft Office applications.
• Strong critical thinking, problem-solving, and decision-making skills.
• Ability to manage competing priorities in a fast-paced environment.
• Strong knowledge of customer service standards and compliance requirements.
• Excellent communication, interpersonal, and relationship-building skills.
• Demonstrated ability to coach teams through change while maintaining engagement and performance.
• Experience using performance metrics, engagement data, and operational insights to drive continuous improvement.
• Ability to collaborate effectively across clinical and operational teams.
• Highly organized, detail-oriented, and capable of handling confidential information with discretion.
• Demonstrated ability to build positive working relationships with individuals of diverse backgrounds and experiences.
• Healthcare call center experience preferred.
• Bilingual Spanish strongly preferred.

Responsibilities

• Lead and guide a team of Patient Engagement Associates I & II across enrollment and caregiver engagement.
• Conduct regular one-on-one meetings with direct reports to provide feedback, set goals, and support professional development.
• Ensure team members are informed, engaged, and equipped to meet service and performance standards.
• Ensure accuracy in timesheets in accordance with company policies and approve scheduling changes and time-off requests.
• Provide ongoing coaching and constructive feedback to improve associate effectiveness, quality, and performance.
• Lead and develop Patient Engagement Associates responsible for both enrollment and longitudinal caregiver engagement activities.
• Monitor and drive team performance against enrollment, outreach, caregiver engagement, and experience metrics.
• Assist in the development and implementation of strategies that improve caregiver participation, engagement, and operational efficiency.
• Act as the first point of contact for team member escalations, caregiver concerns, and workflow issues, ensuring timely and effective resolution.
• Compile and analyze performance data to identify trends, opportunities, and areas for improvement; present findings and recommendations to leadership as needed.
• Utilize engagement and enrollment insights to drive process improvements and operational excellence.
• Foster a culture of accountability, continuous improvement, and caregiver-centered service.
• Partner closely with Clinical, Operations, Market, and Population Health teams to support a coordinated and seamless member experience.
• Support organizational change initiatives and help associates successfully adopt new processes, workflows, and engagement strategies.
• Ensure caregivers receive a consistent, compassionate, and high-quality experience throughout their journey with Imagine Pediatrics.
• Support the team in achieving performance goals and, when necessary, assist with outreach, enrollment, and engagement activities.

Skills

Management

Coaching

Enrollment

Customer engagement

Care coordination

Relationship management

Communication

Collaboration

Problem solving

Decision making

Change management

Data analysis

Education

Bachelor's degree in Business Management or a related field

Tools

Talkdesk

Microsoft Office

Job description

Imagine Pediatrics is a tech-enabled pediatric group redefining care for children with special health care needs. This remote supervisory role oversees engagement associates from enrollment through ongoing caregiver engagement, ensuring a high-quality, compassionate member experience across the care journey.

The position requires 3-5+ years in management within healthcare or call center environments, proficiency with Talkdesk, and strong coaching and collaboration skills.