The Manager Patient Engagement oversees the staff responsible for first call resolution at the call center. This role manages all customer service activities and implements policies to drive excellent customer service and resolve patient issues.
Essential Job Function:
- Manages services promoting care management, transfers, transports, patient placement, marketing automation/delivery, complaint management, after-hours support including triage, community resource lines and patient navigation.
- Provides problem resolution for patients, ensuring that complaints and issues are resolved in a timely manner, to the satisfaction of patients and system management.
- Strengthens partnerships across the system to provide services across different continuums including after hours support and triage.
- Upholds operational standards to maintain patient access via telephony, virtual visits and support, live chat and appointment access.
- Writes and revises department policies and procedures in accordance with system goals for training purposes as well as reference materials.
- Establishes benchmarks and metrics in order to achieve departmental goals and standards to deliver quality service.
- Performs other duties as assigned.
Education:
- Required: Bachelor's Degree
Experience:
- Required: 5 years of healthcare or call center experience including 2 years supervising/managing others.
Licensure/Certification/Listing: