Patient Engagement Center Manager
Ivy Rehab Network
full-time
Posted on:
Location Type: Remote
Location: Connecticut • Massachusetts • United States
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Salary
💰 $65,000 - $75,000 per year
About the role
- Manage the daily operations of our Patient Engagement Center (PEC)
- Ensure our contact center team members are delivering a world-class patient experience
- Responsible for hiring and onboarding, scheduling, performance managing, and reporting on PEC team member performance
- Initially support inbound voice interactions, and over time, handle additional interaction channels, such as outbound, chat, and email
- Ensure the PEC meets or exceeds department, team, and team member goals and KPIs
- Interview, hire, and onboard new PEC Advocates
- Coach and performance manage PEC Advocates to maximize productivity and quality
- Develop and manage effective daily plan for overseeing PEC operations, including team member schedules and adherence to schedules
- Collect and analyze PEC statistics, translate into consumable insights, and make adjustments to operations to improve performance
- Monitor live and recorded interactions, provide feedback to PEC Advocates, participate in calibration sessions to ensure alignment on what constitutes a quality interaction
- Support new hire and ongoing training through coaching, role play/mock calls, scheduling shadowing/nesting with experienced Advocates
- Ensure IVY and PEC policies, procedures, and processes are followed
- Produce routine performance reviews for each team member along with a development plan for the coming year
- Provide continual evaluation of processes, procedures, and technology and suggest improvements
- Understand and perform PEC Advocate duties as needed, to include handling interactions
- Perform other duties as necessary to support the PEC and Ivy in meeting objectives and KPIs
Requirements
- Undergraduate degree or equivalent experience
- Minimum 3-5 years management experience in an inbound service contact center
- Healthcare/physical therapy experience a plus
- Familiarity with contact center technology, including telephony platforms, quality management, and WFM
- Knowledge of customer service best practices
- Demonstrated leadership skills that inspire enthusiasm and stimulate team members’ efforts to be productive and to maintain high quality standards
- Detail-oriented, self-reliant, and process-driven mindset
- Strong communication (verbal and written), interpersonal, and conflict resolution skills
- Ability to communicate with all levels of the organization and adapt communication style depending on audience
- Ability to provide leadership to team members in a fast-paced and stressful work environment
- Must be technically savvy, with demonstrated experience working with multiple systems and apps.
Benefits
- Eligibility for full benefits package beginning within your first month of employment.
- Generous PTO (Paid Time Off) plans and paid holidays.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
management experiencecontact center technologytelephony platformsquality managementworkforce management (WFM)customer service best practicesdata analysisperformance managementcoachingtraining
Soft Skills
leadershipcommunicationinterpersonal skillsconflict resolutiondetail-orientedself-reliantprocess-drivenadaptabilityteam motivationstress management
Certifications
undergraduate degree