Manager, Patient Engagement
Who We Are
We are Imagine Pediatrics, an innovative, tech-enabled, pediatrician-led medical group that helps children with special health care needs get the quality 24/7 care and support they deserve, right from home. Energized by our mission to reimagine pediatric health care together, we improve the health and lives of children special health care needs by breaking down the barriers that stand between families and the quality care their children need. We are committed to doing better for them: to put their best interests in the front of our minds and center of our hearts and channel that passion every day to boldly remove these barriers.
By partnering with parents, caregivers, providers, community resources, and health plans, we provide these children with more access to virtual-first and in-home medical, behavioral, and social care and empower them and their families to get the unwavering, 24/7 support they deserve. We don’t replace a child's existing care team. Instead, we work with them to give every patient an expanded layer of support by delivering unlimited, virtual-first and in-home care, day and night. Every step toward that goal we take with equal parts compassion and creativity. Together, we’re always reaching for the profound impact that we know we can and must make.
Every day we boldly challenge old approaches and seek out new and better ways to improve the health and lives of children with special health care needs. We know we can’t solve every challenge in the lives of these kids, but we can work tirelessly to give them, their families, and other caregivers the help and relief they need, right when they need it. We know a better approach to pediatric health care is within reach, and we are committed to seizing it today.
Note: This role will be fully remote, but will entail up to 20% travel to Imagine Pediatrics locations
What You’ll Do
As the Manager, Patient Engagement you will lead a centralized team of Patient Engagement Associates that perform multi-modal outreach (phone, SMS, email) to caregivers of patients that are eligible for the Imagine Pediatrics program. You will be part of a company and team that enables children with special health care needs spend more safe days at home, instead of in the hospital. In addition to managing day-to-day operations of the centralized outreach function, you will work alongside the Vice President, Patient Engagement to develop strategize and optimize technology & process to help meet the organization’s patient enrollment targets. You will:
- Directly manage Patient Engagement Supervisors, each with 8-10 Patient Engagement Associates reporting to them, and a Quality Assurance Specialist.
- Continue to build a best-in-class centralized outreach team that exhibits exemplary ability to welcome patients into care at Imagine Pediatrics.
- Manage and provide guidance on quality assurance & performance management programs.
- Manage all centralized outreaching reporting, including analysis of reporting to identify opportunities for strategy or process improvement.
- Support with training & onboarding of new team members; provide guidance to Quality Assurance Specialist regarding curriculum development.
- Collaborate and liaise with key business partners, including General Managers, Health Services Managers, and more.
What You Bring & How You Qualify
First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve. You will need:
- Bachelor’s degree and 5-7+ years’ experience in a healthcare call center or centralized healthcare sales environment
- Excellent communication skills – this role is collaborative and expected to report out to business partners regularly.
- Demonstrated experience in a contact center or centralized sales environment, particularly in building and managing quality assurance & performance management programs.
- Strong leadership skills – you will be expected to provide a high level of support & enablement to the team, while also driving accountability amongst team members.
- Proven track record in managing a high performing contact center or centralized sales function to meet or exceed goals.
- A passion for building teams that succeed and feel engaged with and excited about the work they do.
- Bilingual Spanish strongly preferred
What We Offer (Benefits + Perks)
The role offers a base salary range of $100,000 - $115,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary.
We provide these additional benefits and perks:
- Competitive medical, dental, and vision insurance
- Healthcare and Dependent Care FSA; Company-funded HSA
- 401(k) with 4% match, vested 100% from day one
- Employer-paid short and long-term disability
- Life insurance at 1x annual salary
- 20 days PTO + 10 Company Holidays & 2 Floating Holidays
- Paid new parent leave
- Additional benefits to be detailed in offer
What We Live By
We’re guided by our five core values:
- Children first. We put the best interests of children above all. We are uncompromising in our commitment to improving the lives of children and families by bringing the best care to them.
- Earn trust. We cherish the trusting relationships we build with the children and families we serve, our partners, and each other. We seek first to understand and speak honestly.
- Innovate today. We refuse to accept the way things have always been done. Children and families are waiting for our help and their bravery demands that we relentlessly challenge assumptions to develop new approaches.
- Embrace humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to learn and grow stronger.
- One team, diverse perspectives. We work alongside families as one team towards a shared purpose. We champion diversity and acknowledge the contributions of others.
We Value Diversity, Equity, Inclusion and Belonging
We believe that creating a world where every child with complex medical conditions gets the care and support, they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.
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We are on a mission to reimagine pediatric health care for the better, so that children with medical complexity and special health care needs can spend less time in the hospital and more time at home and in their communities. Our multidisciplin...
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