Patient Engagement Team Lead

CloseKnit•Rockville, MD

About The Position

The Patient Engagement Team Lead supports the daily operations of the Health Guide and Phone teams while maintaining an active workload as a member of the team. This working leadership role provides day-to-day operational support, coaching, workflow coordination, and guidance to promote efficient operations, consistent productivity, high-quality patient interactions, and timely resolution of operational issues. The Team Lead is the first point of contact for routine employee questions, workflow guidance, and operational support, helping the Patient Engagement & Call Center Manager focus on performance improvement, staffing, reporting, employee development, and strategic initiatives. The role provides operational direction, coordinates workflows, supports routine coaching and training, monitors productivity, and assists with patient interactions when needed. The Team Lead may assign work, monitor productivity, provide feedback, facilitate training, and recommend performance improvements. The position does not independently approve overtime, paid time off, disciplinary action, hiring, termination, compensation changes, or staffing decisions unless specifically authorized; formal employee relations matters and final management decisions remain with the Patient Engagement & Call Center Manager. The position operates in a fast-paced, high-volume patient engagement and call center environment. It requires extended periods seated while using a computer and telephone, and effective communication with patients, providers, and internal teams. Success is measured by team coverage and schedule adherence, productivity and workflow completion, quality and service standards, issue resolution, patient experience, employee development, cross-team collaboration, and increased manager capacity for strategic work.

Requirements

High school diploma or equivalent.
Experience in healthcare operations, patient engagement, customer service, or a call center environment.
Strong communication, organizational, interpersonal, and problem-solving skills.
Ability to coach and support employees in a professional and constructive manner.
Demonstrated reliability, accountability, and leadership potential.
Proficiency with Microsoft Office applications and healthcare technology platforms.
Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.

Nice To Haves

Prior Team Lead, trainer, mentor, or supervisory experience.
Experience with patient scheduling, care coordination, health navigation, or healthcare call center operations.
Familiarity with workforce management systems, call quality monitoring tools, productivity reporting, and telephony platforms.
Associate's or Bachelor's degree in Healthcare Administration, Business Administration, or a related field.
Experience working with electronic health record (EHR) systems.

Responsibilities

Monitor daily attendance, schedule adherence, team coverage, call volumes, queue activity, employee productivity, and workflow completion.
Serve as the first point of contact for routine operational questions and escalations, resolving routine workflow issues and escalating matters appropriately.
Support daily workflows across the Health Guide and Phone teams and provide day-to-day operational direction and workflow guidance.
Identify coverage gaps and communicate staffing concerns to the manager; assist with coordinating breaks, lunches, and daily assignments.
Assist with inbound and outbound patient interactions as needed to support service levels and coverage requirements.
Support timely completion of assigned cases, outbound calls, and follow-up activities; provide daily operational updates and highlight unresolved issues.
Identify performance trends, communicate concerns to the manager, monitor service levels, and recommend process improvements that enhance efficiency and patient experience.
Support onboarding and training of new employees; reinforce workflows, policies, procedures, and service expectations.
Assist with quality reviews and provide routine coaching and feedback; identify training gaps and recommend development opportunities.
Support employee skill development and knowledge sharing, and model customer service, attendance, professionalism, and workplace conduct.
Communicate daily operational updates and facilitate communication between team members and leadership.
Coordinate with clinic teams, Omega, and other departments as needed; ensure urgent patient concerns and operational issues are escalated appropriately.
Maintain compliance with HIPAA, patient privacy regulations, organizational policies, and applicable healthcare requirements; ensure patient information is handled securely and confidentially.
Promote adherence to departmental procedures and regulatory requirements.