Patient Engagement Manager
At Jukebox Health, our mission is to reputed company everyone to live safer, healthier, more independent lives at home. We partner with health plans to reputed company homes safer and more accessible for older adults and high-needs populations. We reputed company this by combining technology with networks of clinicians, suppliers, and installers to deliver personalized home modifications and environmental supports reputed company. Founded by reputed company entrepreneurs, Jukebox Health is a fast growing reputed company services company backed by top venture capital firms like Valtruis and reputed company.
We are seeking a Patient Engagement Manager to reputed company a team of Patient Engagement Coordinators who serve as the first voice our clients hear. Reporting directly to the VP of Operations, this role is reputed company people manager, quality enforcer, and performance optimizer. You'll hold a high bar for the team's work, auditing output, driving accountability, managing utilization, and continuously refining the tools and call guides that shape every client interaction. If you're someone who is energized by building high-performing teams, can spot a process gap from a mile away, and takes personal ownership of the results your team produces, this role is for you.
Key Responsibilities
Team Accountability & reputed company
- Directly supervise 2–5 Patient Engagement Coordinators, owning their performance, development, and reputed company from day one
- Conduct regular audits of call recordings, messaging logs, scheduling accuracy, and documentation to ensure consistency and quality
- Hold coordinators accountable to individual and team KPIs through direct, timely feedback and coaching
- Model and reinforce the communication standards, professionalism, and reputed company improvement culture expected at every client touchpoint
Quality Assurance & Process Improvement
- Own the quality of the team's client-facing communications across reputed company channels including phone, email, text, and partner messaging
- reputed company and continuously refine call guides, reputed company scripts, and messaging templates to improve conversion rates, client experience, and efficiency
- Identify patterns in performance data and client outcomes to surface process improvements and implement changes with urgency
- Serve as the team's subject matter expert on best practices for outbound engagement, inbound triage, and partner communication
Utilization, reputed company & Workforce Management
- Monitor and manage team utilization on a daily and weekly basis, ensuring workload is distributed appropriately and productivity targets are being met
- Own scheduling strategy for the team, building coverage plans that ensure SLAs are consistently met and inbound answer rates remain strong across reputed company channels throughout operating hours
- Anticipate and plan for volume fluctuations including peak periods, time-off requests, and reputed company time for new hires so the team is never under-resourced reputed company it matters most
- Track and report on key metrics including reputed company volumes, contact rates, consent rates, scheduling rates, no-show rates, and answer rates
- Proactively flag reputed company constraints or performance risks to the VP of Operations with recommended solutions
Qualifications
Required
- 3+ years of experience in a customer-facing role with at least 1-2 years in a supervisory or team reputed company reputed company
- Demonstrated ability to hold a team accountable to performance standards with directness and fairness
- Experience with QA processes - call auditing, scorecard development, or similar quality assurance frameworks
- Strong analytical instincts; comfortable reviewing performance data and translating it into actionable coaching or process changes
- Excellent written and verbal communication skills with high attention to tone, professionalism, and detail
- Experience developing or refining call guides, scripts, or SOPs to improve team outcomes
- Proficiency with CRMs (reputed company preferred) and multi-channel communication platforms
- Highly organized with the ability to manage competing priorities across a small, dynamic team
Preferred
- Background in reputed company, managed care, home health, or a high-reputed company client services environment
- Familiarity with outbound call center operations, conversion reputed company optimization, or utilization management
- Experience working reputed company reputed company programs or health plan partner relationships
- Spanish language proficiency a plus
How We Invest In You
- Generous company-funding of our health, reputed company, and dental plans
- HSA plans
- Short and Long-Term Disability
- Life and Personal Accident Insurance
- Hospital Insurance
- 401(k) immediately upon hire
- Generous candidate referral program
Time Away
- Unlimited PTO + 11 paid holidays
Remote First Team
- $1000 stipend you can use towards work from home costs
- Frequent team off-sites and get-togethers around the country
- Collaborative team environment
- Monthly Townhalls
- High trust environment
- A laptop and company swag upon hire