Job description
About TailorCare
TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients’ symptoms, health histories, preferences, and goals with predictive data and the 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 our corporate office located in Nashville.
About the Role
The Manager, Patient Engagement leads and develops a high-performing team of Care Advocates responsible for outbound patient outreach and engagement. This role oversees daily contact center operations, monitors performance metrics, and coaches team members to deliver empathetic, high-quality outreach that drives patient enrollment in TailorCare’s musculoskeletal (MSK) care navigation program.
This position involves hands-on team leadership, performance analytics, and strategic execution. The Manager, Patient Engagement develops and implements strategies to enhance patient engagement and satisfaction, ensures the team meets and exceeds targets, and collaborates cross-functionally to continuously improve the patient experience.
Primary Responsibilities
Team Management
- Lead and manage the daily operations of the Care Advocate team, ensuring consistent performance across patient outreach, call quality, and documentation.
- Coach, mentor, and develop team members through regular feedback, one-on-ones, and performance reviews.
- Hire, onboard, and train new team members while fostering an inclusive, collaborative, and high-accountability culture.
- Lead regular team meetings to provide information, share mutual concerns, and advance the policies, procedures, and objectives of the organization.
- Foster a supportive and inclusive team environment that encourages professional growth and development.
Operations & Performance
- Oversee daily contact center operations and own team metrics and outcomes, including staffing, scheduling, call volume, reach rate, enrollment conversion, and patient satisfaction.
- Define, track, and report on key metrics related to outreach effectiveness, engagement quality, and team efficiency.
- Monitor key performance indicators (KPIs) and take proactive steps to address performance or process gaps.
- Conduct regular quality assurance (QA) reviews of patient interactions and documentation to ensure adherence to workflows and communication standards.
- Analyze engagement trends and share insights with leadership to inform team priorities and performance strategies.
Strategic Execution and Cross-Functional Collaboration
- Drive the execution of TailorCare’s patient engagement framework, including workflow adoption, messaging consistency, and outreach best practices.
- Collaborate closely with internal partners—including Care Teams, Operations, and Product—to ensure alignment on patient journey and engagement opportunities.
- Gather and share feedback from the Care Advocate team to internal stakeholders to inform broader patient engagement strategies and operational improvements.
- Support implementation of engagement pilots or new programs and assist with training, scaling, and adoption.
Qualifications
- Bachelor’s Degree or higher
- 5+ years of experience in a healthcare contact center or patient outreach setting
- 2+ years of lead or supervisory experience
- Strong leadership skills with demonstrated ability to drive team performance through coaching, accountability, and motivation.
- Experience managing against performance targets in a high-volume, fast-paced, remote, or hybrid environment.
- Knowledge of customer service theories and practices, healthcare services and patient relations, motivational interviewing, and patient-centered engagement strategies
- Excellent communication and interpersonal skills, with the ability to foster trust and connection across diverse teams.
- Data-driven mindset with strong ability to interpret performance metrics and identify trends or improvement opportunities.
- Proven success with time management and organizational skills
- Highly proficient in Excel and PowerPoint, with experience in electronic medical records
- Experience with CRM or call center software preferred
- Experience scaling teams or processes in a growth-stage company or startup environment preferred
- Digital Health experience preferred
- US work authorization
What’s In It For You
- Meaningful Work: We are dedicated to our mission and deeply value our patients and each other. Each day offers the opportunity to make a positive impact.
- Work Environment: We operate as a remote-first company with options for a hybrid work model in Nashville.
- Time Off: Our generous paid time off (PTO) and holiday plans ensure you have ample time to rest and recharge.
- Family First: We offer paid parental leave and support a healthy work-life balance, encouraging flexibility and autonomy. We love talking about our family and pets!
- Comprehensive Benefits: From Day 1, employees enjoy medical, dental, vision, life, and disability insurance, wellness resources and an employer HSA contribution.
- Fair Compensation: We are committed to equitable pay for all team members and support your future goals with a 401k plan that includes employer matching.
- Community: We foster an inclusive environment where you can rely on your teammates, share honest feedback, and feel comfortable being your authentic self at work each day.
TailorCare seeks to recruit and retain staff from diverse backgrounds and encourages qualified candidates to apply. TailorCare is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity/expression, sexual orientation, color, race, creed, national origin, ancestry, religion, marital status, political belief, physical or mental disability, pregnancy, military, or veteran status.
