Lead Patient Engagement Specialist

As a Lead Patient Engagement Specialist, drive the success of the Patient Engagement Specialist team across telephonic patient engagement support and one-to-one patient acquisition goals. This role focuses on coaching and leading the team to meet and exceed key performance indicators while creating best-in-class patient experiences as the patient ambassadors. Take full ownership of the Patient Engagement Specialist team, ensuring each individual is an expert at driving patient activation and is meeting or exceeding goals. Monitor and coach the Patient Engagement Specialist team and identify improvements and process requirements to support scaling operational excellence. Drive best-in-class performance across the Patient Engagement Specialist team by excelling across key workforce management and one-to-one patient acquisition metrics (inbound call handle rate, outreach turnaround time, patient enrollment, care gap closure, etc.). Monitor performance reporting in care management platform and telephony platform and implement changes as needed to meet patient outreach targets. Conduct root cause analysis using data-driven insights to address barriers to success and implement solutions. Complete QA on calls and documentation of patient interactions. Create an engaging team culture and support daily and weekly team meetings and team building activities. Support effective change management through thoughtful communication with stakeholders from clinical, technology, and analytics teams. Cultivate a growth mindset across the Patient Engagement Specialist team and cascade training and process updates that drive rapid process adoption. Approach challenges with a solutions-first mindset and support continuous improvement frameworks as the subject-matter expert on Patient Engagement Specialist workflows and patient journey. Monitor telephonic coverage service levels and all communication channels during working hours for escalations and questions. Support new hire onboarding and training. Work in collaboration with clinical leaders and care managers to address escalations and recommend solutions to Senior Leadership.