Director of Patient Engagement - Call Center

Overview

Our client specializing in the needs of the chronically ill and elder community is seeking a Director of Patient Engagement to lead a team of 80+ Patient Engagement Coordinators, Supervisors, and Managers. This all takes place onsite in Memphis, TN in a standard M-F, 12 hour facility, servicing 28 states. The ideal candidate will have lead a call center with no less than 40+ team members and have experience creating, executing, and tracking SLA's/SOP's. Top 3 Must Skills: 1. 5+ Years Call Center Operations Management Experience 2. 5+ Years Data Analytics via Excel or SalesForce or any other Analytics Tool 3. 5+ Years Managing a team of 40+ Call Center Employees across multiple shifts Day to Day As part of the leadership team, the Director, Patient Engagement plays a critical role in helping to oversee a team of Patient Engagement Specialists, who all play a critical role in reaching out to potential customers, explaining the benefits of our program and approach, and scheduling the initial in-home clinical visit with the customer and, where applicable, their family and care giver(s). The Patient Engagement Director will lead a team of 5 Managers by providing them with direction, support, and career development. Demonstrate innovation by enhancing or creating processes that will improve patient satisfaction, increase productivity, and improve the performance of all team members. Improve team member satisfaction by creating an environment consistent with our client's values, resulting in retention of leaders and representatives.

Qualifications

• Call Center Management (5+ years)
• 5+ years of experience in ANY of the following:
  • Excel
  • Salesforce

• Bachelor's degree or higher
• What is the largest team you have managed in the last 5 years and what company was that at on your resume?

Company

Our client is a Hospital and Health Care company that provides home-based medical care, to people living with serious illness/complex health conditions. They believe that all patients deserve to feel empowered to reclaim their story and write the next chapters of their lives with joy and dignity.