Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Summary:
The Patient Engagement Supervisor is responsible for overseeing day-to-day operations and overall team performance within the Patient Engagement Center. This role provides direct people management for Patient Engagement Leads and Patient Engagement Associates and is accountable for performance outcomes, quality results, attendance, and patient experience. The Supervisor partners with Workforce, Quality, and leadership to ensure operational effectiveness, staff development, and compliance with departmental and organizational standards. (Full Time - Day Shift - Access Center Administration department)
Responsibilities:
- People Management & Performance Accountability
- Directly supervise Patient Engagement Leads and Patient Engagement Associates, including performance management, coaching, and completion of performance appraisals.
- Establish clear expectations and hold staff accountable for productivity, quality, attendance, and professional conduct.
- Address performance concerns through documented coaching, corrective action, and performance improvement plans, as appropriate.
- Support employee engagement, development, and retention efforts.
- Operational Oversight
- Oversee day-to-day operations and overall team performance to ensure service level, quality, and patient experience goals are met.
- Review operational performance trends and outcomes; identify risks and implement corrective actions as needed.
- Provide guidance and escalation oversight to Patient Engagement Leads.
- Ensure operational continuity and appropriate coverage through collaboration with Workforce and leadership.
- Quality Assurance & Compliance
- Own quality performance outcomes for the team, including review of QA results and identification of trends.
- Ensure timely follow-up and accountability for quality deficiencies, including repeat or systemic issues.
- Complete QA activities as required and partner with Leads to support skills-based feedback and re-education.
- Ensure compliance with policies, procedures, regulatory requirements, and HIPAA standards.
- Scheduling Variance Management
- Partner with Workforce to review, investigate, and resolve scheduling variances, including agent scheduling errors, attendance issues, and timekeeping exceptions.
- Ensure appropriate documentation, resolution, and follow-up for scheduling variances.
- Address repeat or unresolved variances through coaching or corrective action, as appropriate.
- Escalation Oversight & Issue Resolution
- Provide oversight and direction for escalated issues involving patients, staff performance, or operational concerns.
- Own resolution of complex or repeat escalations requiring policy interpretation, documentation, or follow-up.
- Identify trends in escalations and implement corrective or preventive actions.
- Communication & Collaboration
- Participate in and lead team meetings, huddles, and operational discussions.
- Serve as a liaison between frontline staff, Leads, Workforce, Quality, and leadership. Participate in stakeholder meetings as assigned and ensure follow-up on action items.
- Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
- Other duties as assigned to support the unit, department, entity, and health system organization
Education or Equivalent Experience:
- H.S. Diploma/GED (Required)
- 4+ years Healthcare contact center, patient access, or related operational environment. Demonstrated leadership experience, such as serving in a Team Lead, Coordinator, or equivalent role, required.
- Prior formal supervisory or people management experience preferred but not required.
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.