Lead Patient Engagement Associate

The Lead Patient Engagement Associate serves as a subject matter expert and frontline support resource for the Patient Engagement team. This role is responsible for monitoring inbound queue performance, supporting staff through coaching and training reinforcement, assisting with escalations and complex inquiries, and identifying process or knowledge gaps that impact service quality and efficiency. The Lead plays a critical role in keeping staff on track, ensuring adherence to standards, and driving a consistently high-quality patient experience.

Essential Functions and Responsibilities

Queue Monitoring & Performance Support

• Monitor inbound call and message queues in real time to ensure service levels, productivity, and response time targets are met.
• Identify trends in volume, backlog, or performance issues and escalate concerns as appropriate.
• Support workload balancing and help keep staff focused and productive during shifts.

Staff Support, Coaching & Training Reinforcement

• Serve as a primary point of contact for staff questions related to scheduling, workflows, systems, policies, and procedures.
• Provide real-time coaching, feedback, and guidance to correct errors, reinforce best practices, and improve performance.
• Identify training gaps, recurring mistakes, or knowledge deficits and communicate findings to leadership and training teams.
• Support onboarding and ongoing training efforts by reinforcing expectations and standard workflows.

Escalations & Quality Oversight

• Assist with escalated patient concerns, complex scheduling issues, and sensitive interactions to ensure timely and appropriate resolution.
• Review interactions and documentation for accuracy, compliance, and quality standards; provide corrective feedback as needed.
• Ensure adherence to company policies, regulatory requirements, and HIPAA privacy standards.

Process Improvement & Communication

• Identify process inefficiencies or breakdowns that impact patient experience or staff effectiveness.
• Gather and relay frontline feedback to leadership to support continuous improvement initiatives.
• Collaborate closely with supervisors, trainers, and peers to share insights, best practices, and operational updates.

Patient Engagement Support

• Continue to handle inbound patient interactions as needed via phone, email, chat, SMS, or other channels.
• Maintain expert-level knowledge of company providers, services, scheduling rules, and technology platforms.
• Accurately document patient interactions and resolutions in practice management and EHR systems.

Benefits:

As a team member at Eye Health America, you'll enjoy:

• Medical, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, etc.
• Matching 401(k)
• Employee Discount
• Wellness Program
• Paid Vacation & Holidays
• Training/Advancement opportunities

Minimum Qualifications:

• High school diploma or equivalent required.
• Valid and active Driver’s License.
• Prior experience in a call center or healthcare customer service role required.
• Prior eye care experienced preferred.

Skills and Abilities:

• Strong leadership presence with the ability to coach, influence, and support peers.
• Excellent verbal and written communication skills.
• Ability to monitor performance metrics and identify trends or issues.
• Strong problem-solving and decision-making abilities.
• High attention to detail with a focus on quality and compliance.
• Ability to manage multiple priorities in a fast-paced environment.
• Professional, calm, and supportive demeanor, especially during high-volume or escalated situations.
• Respectful and patient-centered approach to interactions with both patients and colleagues.