Remote Patient Engagement Team Lead

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

Benefits offered by this job

Annual bonus

Medical, dental, and vision insurance

HSA and DCA options

401(k) with 4% match

Disability insurance (short & long)

Job summary

Imagine Pediatrics is a tech-enabled, pediatrician-led medical group reimagining care for children with special health care needs. This remote role supervises a team of Patient Engagement Associates, guiding enrollment and ongoing caregiver engagement across the member journey.

You will coach, monitor performance, and collaborate with Clinical and Operations teams to ensure a high-quality, compassionate, caregiver‑centered experience. Bilingual Spanish is strongly preferred.

Qualifications

• Bachelor's degree preferred in Business Management or related field.
• 3-5+ years of management/leadership experience in a call center, patient engagement, customer success, healthcare operations, or related environment.
• Experience coaching, mentoring, and developing team members.
• Experience leading teams responsible for enrollment, customer engagement, patient outreach, care coordination, or relationship management.
• Proficiency in Talkdesk or similar telephony platforms and Microsoft Office applications.

Responsibilities

• 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.
• 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

Leadership

Coaching

Communication

Time management

Problem solving

Education

Bachelor's degree in Business Management or related field

Tools

Talkdesk

Microsoft Office

Job description

Imagine Pediatrics is a tech-enabled, pediatrician-led medical group reimagining care for children with special health care needs. This remote role supervises a team of Patient Engagement Associates, guiding enrollment and ongoing caregiver engagement across the member journey.

You will coach, monitor performance, and collaborate with Clinical and Operations teams to ensure a high-quality, compassionate, caregiver‑centered experience. Bilingual Spanish is strongly preferred.