Sr. Manager, Patient Engagement

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a deeply personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By combining a careful assessment of patients’ symptoms, health histories, preferences, and goals with predictive data and latest evidence-based guidelines, we help patients choose—and navigate—the most effective treatment pathway for them, every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with hybrid offices in New York City and Nashville.

About the Role

The Sr. Manager, Patient Engagement will lead and manage the patient engagement team, develop and execute patient engagement strategies across operations and product, and measure the impact of patient engagement programs.

Primary responsibilities and duties include

Own performance metrics, tirelessly focused on achieving optimal results.

• Set and manage performance against key metrics, especially conversion rate but also designing, establishing, and setting key consequential performance indicators including reach rate, target and engagement volume, CAC, and patient NPS
• Foster a data-driven, “test-and-learn” culture for continuous rapid-cycle improvement through A/B testing, pilots, and other study designs, partnering with our operations, marketing and data teams
• Monitor results across set performance metrics, evaluate results for findings and opportunities for improvement, escalate important findings and recommendations to the leadership team, drive activities to create improved results with key teams as necessary

Serve as the key expert and driver of improvements for our patient engagement strategy.

• Build effortless integration with the downstream market team that delivers the clinical programs to patients after initial patient acquisition for ongoing engagement with our program throughout the patient’s care journey.
• Drive the development of multi-modal approaches to patient engagement that combine synchronous (call) and asynchronous (text, mail, email, IVR, etc.) modalities in a seamless patient experience.
• Evaluate build vs. buy opportunities that best set the team up for success.
• Prioritize competing needs across a variety of diverse stakeholders including internal customers, network provider partners, patients, and the navigator team.
• Provide thought partnership and leadership across senior leadership to keep all parties informed of current opportunities, best practices, voice of the patient, and challenges in order to facilitate the design of strategies that consistently position TailorCare to capture the future.

Build and lead a world-class team of patient engagement professionals:

• Inform the build of an organizational structure that enables high performance while providing advancement opportunities for high performing team members, including leadership, mentorship, and development opportunities. 
• Define workflows, policies, and approaches, clearly communicating with the team to ensure their engagement in our success.
• Foster a culture of empathetic accountability, inclusivity, integrity, optimistic warmth, and continuous improvement within the team. Build a patient engagement contact center that feels differentiated from traditional “call center” environments all with the goal of building trust, focus and enthusiasm for the team to surpass expectations on KPIs.

Inform technology strategy to develop an advanced tech stack that drives team efficiency:

• Partner with a team of product professionals in the building of a highly tech-enabled process for patient engagement.
• Automate work wherever possible, allowing our team to operate at “top of scope” and set up the organization for optimal efficiency at scale.

Qualifications

• Bachelor’s Degree with 4-6 years of progressive experience in supervisory and management roles overseeing teams of 5+, including contact center experience. Masters preferred.
• Experience in healthcare industry

Skills

• Strong analytical skills, advanced excel capabilities
• People management skills
• Ability to produce “client-ready” documents in various formats for presentation to TailorCare leadership

What's In It For You

• Meaningful work each day, we care deeply about our mission, ou