Manager, Patient Engagement

Who We Are

Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.

Note: This role will be fully remote, but will entail up to 20% travel to Imagine Pediatrics locations 

What You’ll Do 

As the Manager, Patient Engagement you will lead a centralized team of Patient Engagement Associates that perform multi-modal outreach (phone, SMS, email) to caregivers of patients that are eligible for the Imagine Pediatrics program. You will be part of a company and team that enables children with special health care needs spend more safe days at home, instead of in the hospital. In addition to managing day-to-day operations of the centralized outreach function, you will work alongside the Vice President, Patient Engagement to develop strategize and optimize technology & process to help meet the organization’s patient enrollment targets. You will:

• Directly manage Patient Engagement Supervisors, each with 8-10 Patient Engagement Associates reporting to them, and a Quality Assurance Specialist.
• Continue to build a best-in-class centralized outreach team that exhibits exemplary ability to welcome patients into care at Imagine Pediatrics.
• Manage and provide guidance on quality assurance & performance management programs.
• Manage all centralized outreaching reporting, including analysis of reporting to identify opportunities for strategy or process improvement.
• Support with training & onboarding of new team members; provide guidance to Quality Assurance Specialist regarding curriculum development.
• Collaborate and liaise with key business partners, including General Managers, Health Services Managers, and more.
  
  

What You Bring & How You Qualify 
First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with special health care needs gets the care and support they deserve. You will need:   

• Bachelor’s degree and 5-7+ years’ experience in a healthcare call center or centralized healthcare sales environment
• Excellent communication skills – this role is collaborative and expected to report out to business partners regularly.
• Demonstrated experience in a contact center or centralized sales environment, particularly in building and managing quality assurance & performance management programs.
• Strong leadership skills – you will be expected to provide a high level of support & enablement to the team, while also driving accountability amongst team members.
• Proven track record in managing a high performing contact center or centralized sales function to meet or exceed goals.
• A passion for building teams that succeed and feel engaged with and excited about the work they do.
• Bilingual Spanish strongly preferred 
  
  

What We Offer (Benefits + Perks) 
 
The role offers a base salary range of $100,000 - $115,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary. 
 
We provide these additional benefits and perks:

• Competitive medical, dental, and vision insurance 
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability 
• Life insurance at 1x annual salary 
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays 
• Paid new parent leave
• Additional benefits to be detailed in offer 

What We Live By
 
We’re guided by our five core values:

Our Values:

• Children First. We put the best interests of children above all. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future.
• Earn Trust. We listen first, speak second. We build lasting relationships by creating shared understanding and consistently following through on our commitments.
• Innovate Today. We believe that small improvements lead to big impact. We stay curious by asking questions and leveraging new ideas to learn and scale.
• Embrace Humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to grow and understand how we can improve.
• One Team, Diverse Perspectives. We actively seek a range of viewpoints to achieve better outcomes. Even when we see things differently, we stay aligned on our shared mission and support one another to move forward — together.

We Value Diversity, Equity, Inclusion and Belonging 

We believe that creating a world where every child with complex medical conditions gets the care and support, they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.