The posting
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.
This position will be remote with occasional travel (up to 20%). We prefer candidates based in the following states: Texas, Louisiana, Missouri, New York, Florida, North Carolina, Georgia, Tennessee, and New Jersey.
What You’ll Do
As a Patient Engagement Supervisor, you will be responsible for leading and guiding a team of Patient Engagement Associates I & II who support caregivers throughout the full member journey, from initial outreach and enrollment through ongoing engagement and partnership during a child's care experience with Imagine Pediatrics. This role entails direct supervision, including one-on-one meetings, managing timekeeping and attendance, delivering continuous training, overseeing performance management, and serving as a subject matter expert and escalation point for caregiver engagement and enrollment activities. You will be responsible for ensuring a seamless, high-quality experience that drives enrollment, engagement, caregiver satisfaction, and long-term participation in Imagine Pediatrics programs and services.
You will:
- Conduct regular one-on-one meetings with direct reports to provide feedback, set goals, and support professional development.
- Ensure team members are informed, engaged, and equipped to meet service and performance standards.
- Ensure accuracy in timesheets in accordance with company policies and approve scheduling changes and time-off requests.
- Provide ongoing coaching and constructive feedback to improve associate effectiveness, quality, and performance.
- Lead and develop Patient Engagement Associates responsible for both enrollment and longitudinal caregiver engagement activities.
- Monitor and drive team performance against enrollment, outreach, caregiver engagement, and experience metrics.
- Assist in the development and implementation of strategies that improve caregiver participation, engagement, and operational efficiency.
- Act as the first point of contact for team member escalations, caregiver concerns, and workflow issues, ensuring timely and effective resolution.
- Compile and analyze performance data to identify trends, opportunities, and areas for improvement; present findings and recommendations to leadership as needed.
- Utilize engagement and enrollment insights to drive process improvements and operational excellence.
- Foster a culture of accountability, continuous improvement, and caregiver-centered service.
- Partner closely with Clinical, Operations, Market, and Population Health teams to support a coordinated and seamless member experience.
- Support organizational change initiatives and help associates successfully adopt new processes, workflows, and engagement strategies.
- Ensure caregivers receive a consistent, compassionate, and high-quality experience throughout their journey with Imagine Pediatrics.
- Support the team in achieving performance goals and, when necessary, assist with outreach, enrollment, and engagement activities.
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 in Business Management or a related field preferred.
- 3-5+ years of management/leadership experience in a call center, patient engagement, customer success, healthcare operations, or related environment.
- Prior experience coaching, mentoring, and developing team members.
- Experience leading teams responsible for enrollment, customer engagement, patient outreach, care coordination, or relationship management preferred.
- Proficiency in Talkdesk or similar telephony platforms and Microsoft Office applications.
- Strong critical thinking, problem-solving, and decision-making skills.
- Ability to manage competing priorities in a fast-paced environment.
- Strong knowledge of customer service standards and compliance requirements.
- Excellent communication, interpersonal, and relationship-building skills.
- Demonstrated ability to coach teams through change while maintaining engagement and performance.
- Experience using performance metrics, engagement data, and operational insights to drive continuous improvement.
- Ability to collaborate effectively across clinical and operational teams.
- Highly organized, detail-oriented, and capable of handling confidential information with discretion.
- Demonstrated ability to build positive working relationships with individuals of diverse backgrounds and experiences.
- Healthcare call center experience preferred.
- Bilingual Spanish strongly preferred.
What We Offer (Benefits + Perks)
The role offers a base salary range of $65,000 - $80,000 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.
