Position Summary

The Patient Engagement Team Lead supports the daily operations of the Health Guide and Phone teams while maintaining an active workload as a member of the team. This working leadership role provides day-to-day operational support, coaching, workflow coordination, and guidance to ensure efficient operations, consistent productivity, high-quality patient interactions, and timely resolution of operational issues.

The Team Lead serves as the first point of contact for routine employee questions, workflow guidance, and operational support. By assisting with daily team oversight and issue resolution, this role enables the Patient Engagement & Call Center Manager to focus on performance improvement, staffing, reporting, employee development, and strategic initiatives.

Key Responsibilities

Daily Operations and Team Support

• Monitor daily attendance, schedule adherence, and team coverage.
• Serve as the first point of contact for routine operational questions and escalations.
• Support daily workflows across the Health Guide and Phone teams.
• Identify coverage gaps and communicate staffing concerns to the manager.
• Assist with coordinating breaks, lunches, and daily assignments.
• Provide day-to-day operational direction and workflow guidance to team members.
• Assist with inbound and outbound patient interactions as needed to support service levels and coverage requirements.

Performance and Productivity

• Monitor call volumes, queue activity, employee productivity, and workflow completion.
• Identify performance trends and communicate concerns to the manager.
• Support the timely completion of assigned cases, outbound calls, and follow-up activities.
• Provide daily operational updates and highlight unresolved issues.
• Monitor service levels and workflow performance to support departmental goals.
• Recommend process improvements that enhance team efficiency and patient experience.

Training, Coaching, and Quality

• Support onboarding and training of new employees.
• Reinforce established workflows, policies, procedures, and service expectations.
• Assist with quality reviews and provide routine coaching and feedback.
• Identify training gaps and recommend development opportunities.
• Support ongoing employee skill development and knowledge sharing.
• Serve as a role model for customer service, attendance, professionalism, and workplace conduct.

Communication and Escalation

• Communicate daily operational updates to team members.
• Assist with resolving routine workflow issues before escalating them to management.
• Coordinate with clinic teams, Omega, and other departments as needed.
• Ensure urgent patient concerns and operational issues are escalated appropriately.
• Facilitate communication between team members and leadership to support efficient operations and issue resolution.

Compliance and Patient Privacy

• Maintain compliance with HIPAA, patient privacy regulations, organizational policies, and applicable healthcare requirements.
• Ensure patient information is handled securely and confidentially.
• Promote adherence to departmental procedures and regulatory requirements.

Required Qualifications

• High school diploma or equivalent.
• Experience in healthcare operations, patient engagement, customer service, or a call center environment.
• Strong communication, organizational, interpersonal, and problem-solving skills.
• Ability to coach and support employees in a professional and constructive manner.
• Demonstrated reliability, accountability, and leadership potential.
• Proficiency with Microsoft Office applications and healthcare technology platforms.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.

Preferred Qualifications

• Prior Team Lead, trainer, mentor, or supervisory experience.
• Experience with patient scheduling, care coordination, health navigation, or healthcare call center operations.
• Familiarity with workforce management systems, call quality monitoring tools, productivity reporting, and telephony platforms.
• Associate's or Bachelor's degree in Healthcare Administration, Business Administration, or a related field.
• Experience working with electronic health record (EHR) systems.

Scope of Authority

The Patient Engagement Team Lead provides day-to-day operational direction, workflow coordination, routine coaching, and support to team members. The Team Lead may assign work, monitor productivity, provide feedback, facilitate training, and recommend performance improvements.

This position does not independently approve overtime, paid time off, disciplinary action, hiring, termination, compensation changes, or staffing decisions unless specifically authorized. Formal employee relations matters, personnel decisions, and final management decisions remain the responsibility of the Patient Engagement & Call Center Manager.

Work Environment and Physical Requirements

• Ability to remain seated for extended periods while working on a computer and telephone.
• Ability to work in a fast-paced, high-volume patient engagement and call center environment.
• Ability to manage multiple priorities while maintaining professionalism and high-quality service standards.
• Ability to communicate effectively with patients, providers, and internal teams.

Measures of Success

Success in this role will be measured by:

• Improved schedule adherence and team coverage.
• Consistent employee productivity and timely workflow completion.
• Reduced routine operational escalations requiring manager involvement.
• Achievement of departmental quality assurance and service standards.
• Timely resolution of operational issues and workflow obstacles.
• Positive patient experience and patient satisfaction outcomes.
• Successful onboarding, coaching, and development of team members.
• Effective communication and collaboration across teams and departments.
• Increased manager capacity to focus on staffing strategy, reporting, process improvement, and operational planning.

Why Join CloseKnit

• Competitive compensation based on experience and qualifications. 
• Health, dental, and vision insurance. 
• Life insurance. 
• 401(k) retirement plan. 
• Paid time off (vacation, holidays, sick leave). 
• Professional development and continuing education opportunities. 
• Supportive, collaborative, and inclusive work culture.