VillageMD
Chicago, IL
Remote

Supervisor, Patient Engagement at VillageMD

| Remote
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 Join VillageMD as a Patient Engagement Supervisor in Houston, TX

Join the frontlines of today's healthcare transformation

Why VillageMD?

At VillageMD, we're looking for a Patient Engagement Supervisor to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we've partnered with many of today's best primary care physicians. We're equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.

We're creating care that's more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we're looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

Could this be you?

In this role, you will supervise staff in accordance with company policies and procedures and work directly with Management to achieve all Call Center performance and contractual compliance objectives. This person must drive employee engagement effort in collaboration with a leadership within Shared Services.

How you can make a difference

  • Ensures adherence to Call Center Policies and Procedures.
  • Ensure calls are handled efficiently, accurately, and in a timely manner.
  • Assists staff in resolving complaints or escalated calls.
  • Coach and mentor staff to achieve optimum performance levels.
  • Monitor personnel performance and participate in employee performance reviews.
  • Responsible for staff scheduling to include employee training/re-training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations.
  • Work with Call Center Manager to analyze lead-list volumes and quality of leads. Make recommendations to staffing levels in order to meet call attempts and appointments set.
  • Communicate and coordinate with other Supervisors to ensure Call Center performs as a cohesive unit and meets performance goals.
  • Complete human resource paperwork.
  • Perform Quality audits on calls and CRM notes.
  • Provide lead lists to the Outbound Schedulers as needed.
  • Other duties as assigned.

Skills for success

  • Multi-tasking skills required to assist the customer and work in the computer systems in a timely and efficient manner
  • Excellent written and verbal communications skills
  • Energetic; able to work with others in a fast-paced, team environment and to interact effectively with all levels of management
  • Able to work constructively under stress and pressure and perform tasks efficiently
  • Ability to adapt to an ever-changing environment
  • Ability to embrace workload flexibility to meet the fluctuating demands of the business
  • Knowledge and understanding of Company Financial reports
  • Knowledge of performance evaluation procedures
  • Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness

Experience to drive change

REQUIRED:

  • High school diploma or GED
  • 3+ years of supervisory experience in a call center environment, healthcare preferred
  • 5+ years’ experience in Call Center service environment
  • Logistics experience with scheduling In-Field Appointments
  • Ability to work well with people.
  • Strong leadership skills
  • Exceptional organization and time management skills.
  • Positive attitude, good judgment, and strong work ethic.
  • Demonstrate excellent interpersonal communication skills.
  • Strong computer skills. Proficiency and speed working in all Microsoft Office products.
  • Strong organizational skills, including time management and documentation.
  • Knowledge of call center telephony systems

PREFERRED:

  • 5+ years Call Center Experience in Healthcare Environment
  • 2+ years of Logistics experience with scheduling In-Field Appointments
  • 2+ years at a team lead or direct leadership role in a Healthcare Call Center Environment
  • 3 + years of Outbound Patient Engagement Experience in Healthcare Environment

How you will thrive

In addition to competitive salaries, a 401k program with company match, bonus and a valuable health benefits package, VillageMD offers paid parental leave, pre-tax savings on commuter expenses, and generous paid time off. You work in a highly-collaborative, conscientious, forward-thinking environment that welcomes your experience and enables you to make a significant impact from Day 1.

Most importantly, you make a difference. You see a clear connection between your daily work on VillageMD products and services and the advancement of innovative solutions and improved quality of healthcare for providers and patients.

Our unique VillageMD culture – how inclusion and diversity make the difference

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Those seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

Explore your future with VillageMD today.

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Where we are

We are in the heart of downtown Chicago - accessible to all trains and plenty of food/drink options nearby!

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • FlaskFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • Neo4jDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TeradataDatabases
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What are VillageMD Perks + Benefits

VillageMD Benefits Overview

We offer competitive bonus, great benefits, generous PTO, strong parental leave policy, and 401k with a match. We are conveniently located near Metra and L trains, and offer commuter benefits. We offer schedule flexibility and work from home options. And, last but certainly not least: loads of snacks and fresh ground whole bean coffee!

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Intracompany committees
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Customized development tracks

An Insider's view of VillageMD

What's the biggest problem your team is solving?

Aggregating disparate sets into one consumable interface is difficult. We constantly think about how to solve it faster and better while keeping it flexible and scalable.

Mario

Principal Software Engineer

What makes someone successful on your team?

It’s an individual’s willingness to get into the details, fully understand the current path to delivery, and think critically about the problems that face providers today that will make them successful at VillageMD.

Dave

Director, Product Development

What’s the vibe like in the office?

The office vibe is centered on holding our work to high standards while maintaining an environment focused on fun and collaboration. My coworkers and I will often be working on completely unrelated projects, but when we hit a roadblock we step back and ask each other for feedback and help. That’s usually when we find the best solutions.

Emily

Healthcare Informatics Analyst

VillageMD Careers in Chicago
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