Overview The Patient Engagement Operations Manager is responsible for leading the day-to-day execution of patient outreach and engagement initiatives across the organization. This role serves as the operational bridge between the Patient Engagement Director and frontline Supervisors, ensuring that outreach programs are executed efficiently, consistently, and at scale. This position oversees Patient Engagement operations performance, outreach workflows, and staff productivity, while driving continuous improvement in patient engagement outcomes such as appointment scheduling, retention, and visit adherence. ESSENTIAL DUTIES AND RESPONSIBILITIES Manage daily operations of the Patient Engagement team, including outbound calling and campaign execution. Translate strategic initiatives into actionable workflows for Supervisors and frontline staff. Ensure consistent execution of Patient Engagement programs across teams and regions. Oversee outreach operations, including volume management, campaign prioritization, and list distribution. Lead and develop Supervisors, with indirect oversight of frontline agents. Set and manage performance expectations (daily, weekly, monthly) across key metrics (calls, connect rate, scheduling rate, productivity). Coach and support Supervisors on performance management, team development, and escalations. Manage workforce planning and capacity, ensuring appropriate staffing coverage aligned with demand. Monitor and analyze KPIs, partnering with Analytics to ensure data accuracy and actionable insights. Oversee hiring, onboarding, training programs, and quality assurance (QA) to ensure a high-performing, well-trained team and consistent service standards. Establish and lead regular team cadences, including daily and weekly huddles, to drive alignment, communication, and performance consistency. SUPERVISORY RESPONSIBILITIES Patient Engagement Supervisor and Representatives Quality Assurance QUALIFICATIONS EDUCATION: Bachelor’s degree required (Business, Industrial Engineer or Systems Engineer, Healthcare Administration or related field). 5 years experience managing teams and operations, preferably Call Center experience. EXPERIENCE: Proven track record of developing and implementing successful patient engagement strategies and managing teams. KNOWLEDGE, SKILLS AND ABILITIES: Strong operational leadership and team management skills; data-driven mindset with ability to interpret KPIs and drive action; experience managing call center metrics and productivity; process improvement and problem-solving capabilities; excellent communication and stakeholder management skills; ability to operate in a fast-paced, high-volume environment; advanced proficiency in Microsoft Word, Excel and PowerPoint (or equivalent applications); strong analytical and strategic planning skills; excellent public presentation skills. TYPICAL WORKING CONDITIONS May be either full time remote/telework or rotate working in the office and remote/telework. If remote, this job must be U.S. based. Indoor work; professional office environment; operating computer. May require sitting or standing for long periods, including stooping, bending, stretching. Lift up to 10 lbs. Requires manual dexterity sufficient to operate a keyboard, type at 35 wpm, operate copier, and other office equipment. OTHER PHYSICAL REQUIREMENTS Vision Sense of sound Sense of touch PERFORMANCE REQUIREMENTS Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations. The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to be an accurate reflection of the general nature of the level of the job. #J-18808-Ljbffr