Job Description: Manager, Patient Engagement

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 custo