Patient Engagement Supervisor

Are you looking for an opportunity to work in a caring and community focused environment? At Covenant Community Care, we are a faith-based non-profit, Federally Qualified Health Center serving the communities of Detroit in our clinics that offer integrated medical, dental and counseling healthcare services. We have an immediate opening for a Full-time Patient Engagement Supervisor.

JOB DESCRIPTION:
Working under general supervision, the Patient Engagement Supervisor is responsible for directing the daily operations of Covenant Community Care's centralized Contact Center. The Supervisor provides leadership, training, coaching, quality oversight, and workflow management to ensure patients receive timely, accurate, and patient-centered service.
The Patient Engagement Supervisor develops and maintains operational workflows, monitors staff performance, supports patient access initiatives, and collaborates with organizational leadership to improve patient engagement, operational efficiency, and service quality.

SPECIFIC DUTIES:

• Contact Center Operations
  • The Patient Engagement Supervisor oversees daily Contact Center operations and supports patient access initiatives. Specific duties include:
    • Direct daily Contact Center operations.
    • Organize workflow and assign responsibilities for scheduling, appointment reminders, medication refill routing, patient messaging, and outreach initiatives.
    • Monitor staffing levels, workload distribution, and service performance.
    • Ensure accurate documentation, scheduling, and message routing.
  • Serve as the subject matter expert and primary resource for Contact Center operations.
    • Develop and maintain knowledge of patient access workflows, Contact Center technology, and service recovery best practices.
• Leadership & Staff Development
  • The Patient Engagement Supervisor is responsible for building and maintaining a high-performing Contact Center team. Specific duties include:
    • Participate in hiring, onboarding, evaluation, and disciplinary processes for Contact Center staff.
    • Train and continually retrain Contact Center staff on workflows, customer service standards, and organizational expectations.
    • Conduct coaching sessions and performance improvement activities to support staff development and accountability.
    • Develop and maintain training resources, workflow guides, and departmental reference materials.
• Quality Assurance & Performance Management
  • The Patient Engagement Supervisor monitors departmental performance and service quality to identify trends, improve operations, and support patient satisfaction. Specific duties include:
    • Monitor Contact Center performance metrics, including call volume, response times, abandonment rates, quality assurance measures, and productivity standards.
    • Audit calls, documentation, and workflows to identify trends, assess staff proficiency, and identify opportunities for retraining or process improvement.
    • Implement operational improvements that enhance patient access, service quality, and overall patient experience.
• Patient Access & Engagement
  • The Patient Engagement Supervisor supports initiatives that improve patient access, patient engagement, and continuity of care. Specific duties include:
    • Oversee outbound patient engagement activities, including appointment reminders, care gap outreach, and population health initiatives.
    • Monitor scheduling practices and recommend workflow improvements that reduce barriers to care.
  • Monitor registration, insurance, and patient access workflows to ensure accurate information collection and efficient service delivery.
  • Support patient portal initiatives and monitor processes related to patient access and engagement technologies.
  • Support implementation and ongoing oversight of insurance eligibility, patient demographics, and Sliding Fee Discount Program workflows.
  • Collaborate with operational and clinical leadership to support organizational access goals.
• Inter-Departmental Collaboration
  • The Patient Engagement Supervisor works with departments throughout the organization to support efficient patient access and service delivery. Specific duties include:
    • Maintain strong working relationships with site supervisors, managers, directors, and executive leadership.
    • Participate in organizational initiatives related to patient access, patient engagement, and quality improvement.
    • Work with internal staff and external vendors to resolve operational or system-related issues.
• Policy, Compliance & Reporting
  • The Patient Engagement Supervisor maintains procedures and reports that support compliance, consistency, and decision making. Specific duties include:
    • Create and maintain departmental procedures, workflows, and training guides.
    • Ensure compliance with organizational policies, HIPAA requirements, documentation standards, and applicable regulatory requirements.
    • Utilize operational reporting tools to monitor productivity, quality, patient access, service performance, and workflow trends.
• Other duties as assigned.

• High school diploma or equivalent.
• Three years of healthcare access, contact center, scheduling, registration, or customer service experience.
• Minimum of one year of leadership, supervisory, training, or coaching experience.
• Experience with EHR systems and contact center workflows.
• Ability to analyze performance metrics and operational reports to support decision-making and process improvement.
• Proficiency in Microsoft Excel and reporting tools.

• Associate or Bachelor's degree.
• Experience in a Federally Qualified Health Center or community health center setting.
• Bilingual English/Spanish.

• Ability to listen, write, and speak effectively with patients, staff, and leadership.
• Ability to maintain professionalism, empathy, and culturally responsive communication.
• Ability to exercise good judgment, follow established workflows, and protect patient confidentiality.
• Ability to use EHR, contact center, and Microsoft Office systems accurately and efficiently.
• Ability to work in a fast-paced environment while maintaining accuracy and customer service standards.
• Ability to plan work, assign tasks, monitor performance, and coach staff to meet standards.
• Ability to evaluate, improve, and streamline workflows through analytical thinking and performance data.