Description

The Engagement Manager is responsible for managing a team that outreaches to patients to drive engagement with ConcertoCare clinical teams and programs as well as outreaching yourself in a player-coach model. You and your team will be the first contact with many of ConcertoCare’s patients and will serve as key organizational ambassadors and educators. You will be accountable for driving the highest possible outreach and acceptance rates with patients and will source alternative means of contacting patients when appropriate. You will work with patients and clinical teams to schedule initial patient visits and support any needed patient intake requirements. You will work creatively through both telephonic and in-person outreach to our attributed patients to further improve acceptance rates and drive impact in the populations we serve.

What you will do:

• Manage an outreach team by providing training to new hires, supporting day-to-day needs, collaborating with other market stakeholders, and tracking to ensure goals are hit
• Oversee team KPIs in partnership with the Operations Leader to ensure volumes and targets are met on a daily, weekly, and monthly basis
• Engage patients via telephone in a friendly, supportive, and professional manner
• Engage difficult-to-reach patients through in-person approaches to drive higher acceptance rates
• Self-manage outreach work queue
• Appropriately document call outcomes and actions in the appropriate system such as in Salesforce and our EMR (electronic medical record systems)
• Schedule patient appointments when successful outreach
• Maintain the highest levels of patient confidentiality

What you need:

• 3 years of experience in healthcare, patient-oriented position.
• 1 year of experience in providing customer service.
• A minimum of one year of experience managing a team, 2 years preferred.
• Appointment scheduling experience.
• CNA/MA background is a plus.
• Call center experience is a plus.
• Demonstrated passion for extraordinary patient service.
• High School Diploma or equivalent
• DRIVER REQUIREMENTS: Licensed for a minimum of 5 years. No vehicle-related suspensions/reinstatements, DUI, reckless driving, or felony convictions within the last 7 years. Multiple violations and accidents within the last 5 years would be subject to review.

Base Salary/ Wage Range $75,000- $85,000 plus competitive incentive plan. Compensation for the role is commensurate with the candidate’s qualifications, skills, competencies, and experience and may fall outside of the range shown. ConcertoCare offers a competitive total rewards package, which includes full healthcare coverage, a 401K with match, and a broad range of other health, wellness, and financial benefits.

ConcertoCare requires all “frontline workers” to be fully vaccinated and to provide records for validation. Medical or religious exemption will be considered contingent upon the review of appropriate documentation.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.