Supervisor, Patient Engagement Center

Homebase Medical•California, MO

About The Position

Homebase Medical is getting back to basics. Our mission is to optimize the quality of life for homebound older adults, allowing them to live independently and with dignity in their own homes. We make house calls – enabling access to quality wrap-around services for homebound older adults with complex health needs while improving the quality of their lives, right at home. We offer an array of medical and chronic care services and we’re backed by SCAN, a not-for-profit organization that has a history of supporting and improving the health and independence of older adults for over 45 years. The Supervisor, Patient Engagement will manage a team of patient engagement specialists, who conduct patient outreach and scheduling and support smooth operations and adherence to workflows/SOPs, and manage performance. We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Requirements

Bachelor's Degree or equivalent experience
1-2 years of experience in healthcare call center operations or a similar environment
Strong understanding of call center KPIs and operational workflows
Ability to remain calm and composed in high-pressure situations, including escalations and urgent member needs
Strong leadership and communication skills, both verbal and written, to effectively support and guide the call center team and RN triage process
High level comfort leveraging telephony platforms and associated analytics related to call volumes, SLA performance and workforce management
Professional and empathetic approach to member interactions, ensuring a high level of customer service
A strong orientation towards hospitality and delivering an above-and-beyond customer service experience
Ability to monitor call volume and performance metrics, making real-time adjustments to optimize service levels
Ability to multitask and manage high call volumes while overseeing staffing, workflow optimization, and service quality
Proficiency in using call center and healthcare systems, ensuring effective documentation and issue resolution
Strong interpersonal skills with the ability to coach, mentor, and develop team members while fostering a collaborative work environment

Responsibilities

Manage team of patient engagement specialists, who conduct patient outreach and scheduling
Ensure adherence to workflows/SOPs
Monitor and manage call center performance (productivity, conversion, scheduling accuracy), coach team, and run quality assurance program
Support Director, Patient engagement in training & skill development for team (outreach/scheduling skills, clinical knowledge, problem-solving)
Manage call center staffing, onboarding, etc.
Manage complex scheduling (urgent/same-day scheduling, complex patient needs, schedule conflicts, escalated patients)
Manage confirmation/reminder program (protocol for visit reminders, confirmation calls, etc.) to reduce no-shows
Manage rescheduling & no-show management workflows
Manage visit completion follow-up process
Coordinate provider schedule communication & visibility
equipment & supply management
mileage & expense tracking
provider feedback & issue resolution
Oversee patient satisfaction & complaint resolution, call quality
Support continuous process optimization and patient experience improvement efforts
Support the implementation and adoption of AI-enabled tools such as intelligent call routing, conversational AI, and self-service member options
Foster a positive, collaborative, and high-performance team culture