• Manage the daily operations of our Patient Engagement Center (PEC) • Ensure our contact center team members are delivering a world-class patient experience • Responsible for hiring and onboarding, scheduling, performance managing, and reporting on PEC team member performance • Initially support inbound voice interactions, and over time, handle additional interaction channels, such as outbound, chat, and email • Ensure the PEC meets or exceeds department, team, and team member goals and KPIs • Interview, hire, and onboard new PEC Advocates • Coach and performance manage PEC Advocates to maximize productivity and quality • Develop and manage effective daily plan for overseeing PEC operations, including team member schedules and adherence to schedules • Collect and analyze PEC statistics, translate into consumable insights, and make adjustments to operations to improve performance • Monitor live and recorded interactions, provide feedback to PEC Advocates, participate in calibration sessions to ensure alignment on what constitutes a quality interaction • Support new hire and ongoing training through coaching, role play/mock calls, scheduling shadowing/nesting with experienced Advocates • Ensure IVY and PEC policies, procedures, and processes are followed • Produce routine performance reviews for each team member along with a development plan for the coming year • Provide continual evaluation of processes, procedures, and technology and suggest improvements • Understand and perform PEC Advocate duties as needed, to include handling interactions • Perform other duties as necessary to support the PEC and Ivy in meeting objectives and KPIs