Patient Engagement Director

2 weeks ago

Chennai, Tamil Nadu, India beBeeEngagement Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Title: Patient Engagement Director

The role of the Patient Engagement Director is to oversee and optimize patient communication initiatives across multiple channels, ensuring seamless interactions and a positive patient experience.


  • Lead a team of contact center professionals in managing and mentoring staff to deliver exceptional patient care, fostering a culture of empathy, collaboration, and high performance.
  • Develop and implement strategies for recruitment, training, and development to ensure staff proficiency in telehealth protocols, medical terminology, and patient engagement best practices.
  • Monitor team performance through key performance indicators (KPIs) such as first-call resolution, patient satisfaction, and call abandonment rates, implementing improvement plans to enhance efficiency and patient outcomes.
  • Administer and optimize multichannel communication platforms, including phone, video, SMS, email, and chat, to ensure streamlined patient interactions and minimal wait times.
  • Configure workflows, queues, and analytics to enhance operational efficiency and patient experience, troubleshooting technical issues in collaboration with IT teams.
  • Provide empathetic, personalized support for patient inquiries, appointment scheduling, triage, billing, and telehealth assistance during regular business hours, maintaining strict compliance with HIPAA and data security standards.
  • Design and execute proactive outreach campaigns, leveraging multichannel capabilities to promote health awareness, appointment reminders, and wellness programs.

Qualifications
  • Bachelor's degree in healthcare administration, business management, or a related field; Master's degree preferred.
  • 5+ years of experience managing a contact center, with at least 2 years utilizing cloud-based platforms.
  • Proven track record in healthcare call center operations, preferably in patient care or telehealth, with expertise in leading targeted outreach campaigns and multichannel communication strategies.

About Us:

We provide operational and patient outreach services and solutions for medical practices, supporting the mission and vision of our partners.

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