Manager, Patient Engagement

About TailorCare

TailorCare is revolutionizing specialty care by providing personalized, evidence-based support for joint, back, and muscle conditions. Through thorough evaluation of patient symptoms, medical histories, preferences, and goals—leveraging predictive analytics and up-to-date clinical guidelines—TailorCare guides patients toward the best treatment route tailored specifically to them throughout their healthcare journey.

The company prides itself on valuing diversity, fostering a collaborative and inquisitive culture driven by a committed team focused on scaling an innovative startup that improves the lives of those experiencing pain. Although headquartered in Nashville, TailorCare operates as a remote-first employer.

Role Overview

The Manager of Patient Engagement is responsible for overseeing a team of Care Advocates dedicated to proactive outreach and patient interaction. This leader manages daily contact center functions, evaluates performance metrics, and coaches staff to ensure compassionate, high-quality communications that effectively increase enrollment in TailorCare's musculoskeletal (MSK) navigation program.

The position requires hands-on leadership combined with strategic planning, analytics review, and cross-functional collaboration aimed at enhancing patient satisfaction and engagement results while meeting or exceeding operational goals.

Key Duties

• Direct daily operations of the Care Advocate team, ensuring consistent excellence in outreach, communication quality, and documentation practices.
• Provide coaching, mentoring, and professional development through regular reviews and ongoing feedback.
• Manage recruitment, onboarding, and training processes to build an inclusive, accountable, and cohesive work culture.
• Facilitate team meetings for updates, concerns, and advancement of organizational policies and objectives.
• Create a supportive environment that promotes career growth and team collaboration.
• Oversee contact center workload including staffing, scheduling, call volume, reach rates, enrollment conversions, and patient feedback.
• Establish, monitor, and report on key performance indicators related to engagement efficacy and team productivity.
• Conduct regular quality assurance audits of patient contacts and documentation to maintain adherence to standards.
• Analyze engagement data trends and present actionable insights to leadership for continuous improvement.
• Lead execution of TailorCare’s patient engagement strategies, ensuring cohesive messaging, workflow adherence, and best practice implementation.
• Collaborate extensively with Care Teams, Operations, and Product departments to ensure alignment on patient care journeys and identify engagement opportunities.
• Gather feedback from team members and deliver it to relevant stakeholders to refine engagement tactics and operational protocols.
• Support pilot programs and new initiatives involving patient engagement by facilitating training, adoption, and scaling.
• Perform additional duties as assigned.

Qualifications

• Bachelor’s degree or higher education.
• At least five years’ experience in healthcare contact centers or patient outreach roles.
• Minimum two years of experience in leadership or supervisory positions.
• Proven leadership abilities focused on enhancing team performance through coaching and strong accountability measures.
• Experience managing performance metrics in busy, fast-paced environments, including remote or hybrid settings.
• Knowledge of customer service principles, healthcare systems, patient relations, motivational interviewing, and patient-focused engagement methods.
• Outstanding communication and interpersonal skills, able to build trust with diverse team members.
• Analytical mindset capable of interpreting data to detect trends and drive improvements.
• Effective time management and organizational expertise.
• Advanced proficiency with Excel and PowerPoint; familiarity with electronic medical record systems.
• Preferred experience with CRM or call center software platforms.
• Preferred background in scaling teams or processes within startups or growth stage companies.
• Preferred experience in digital health sectors.
• Authorization to work in the United States.
• Willingness and capacity to travel up to 10% for onsite meetings, teamwork sessions, and company events.

Benefits

• Engage in meaningful work by contributing directly to improved patient outcomes in specialty care.
• Operate within a remote-first company with optional hybrid work arrangements based in Nashville.
• Enjoy generous paid time off and holiday allowances designed for rest and personal rejuvenation.
• Benefit from paid parental leave and flexible work-life balance policies fostering autonomy and family support.
• Access comprehensive insurance coverage including medical, dental, vision, life, and disability, plus wellness programs and employer contributions to health savings accounts.
• Receive fair and equitable compensation alongside a 401(k) plan that includes employer matching contributions.
• Join an inclusive workplace culture that encourages authenticity, mutual support, open feedback, and team connection.

Diversity & Inclusion

TailorCare commits to diversifying its workforce and welcomes applicants from all backgrounds. The company promotes equal employment opportunity, not discriminating based on age, gender identity or expression, sexual orientation, race, religion, disability, military status, or other protected classifications.