Manager, Patient Care Coordination

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and nurture a team of Patient Care Coordinators and Leads, delivering coaching, training, and performance evaluations to guarantee exceptional service and productivity.

• Ensure top-notch patient interactions by conducting regular quality reviews and coaching based on trends, maintaining consistency in communication, process compliance, and empathetic support across all engagements.

• Collaborate with the Product and Learning and Development teams to develop relevant training materials and ongoing updates for the team.

• Conduct annual performance evaluations and assessments for team members.

• Assist in the training and onboarding of new staff members.

• Manage and address patient escalations, particularly those concerning prescriptions, billing, or scheduling complexities. Analyze escalation trends and ensure the availability of necessary training and resources to enhance care delivery.

• Supervise the team's provision of comprehensive patient support, acting as the main point of contact for communication between patients and their care team; receiving, triaging, and resolving incoming clinical messages; and regularly conducting outgoing communications to ensure continuous patient engagement.

• Coordinate team support for clinicians, ensuring the effective execution of essential medical assisting tasks such as managing pre-visit lab orders, facilitating medical records and prescription-related tasks (like prior authorization and medication refills), and accurately documenting patient vital signs and medical records into the EHR.

• Lead and manage ongoing cross-functional projects and patient communication initiatives. Oversee daily operations, including planning team coverage and support for patient issues or escalations. Monitor and assess key performance indicators (KPIs) and trends to ensure the team consistently meets message response and task completion timelines. Implement and drive process improvement initiatives to boost team efficiency and patient satisfaction.

• Provide hands-on monitoring and support for the team's core functions, ensuring quality and efficiency in managing all facets of the patient journey. These functions encompass supporting patient scheduling, resolving prescription issues, answering billing inquiries, facilitating care team transitions, performing pre-charting, and placing lab orders. Direct the team's administrative support for clinicians and ensure collaboration with cross-functional teams (Product, Engineering, Marketing) by providing feedback to advocate for system enhancements.

⛳️ Requirements

• Minimum of 3 years of experience in a healthcare environment, with at least 2 years in a supervisory or management role preferred.

• Active Medical Assistant Certification.

• Experience leading teams in a dynamic digital health/telehealth organization.

• Proven ability to manage and develop teams focused on delivering excellent customer service.

• Strong understanding of medical practice operations and standards of professionalism.

• Exceptional verbal and written communication skills.

• Highly organized, with strong judgment and prioritization abilities, and a proven track record of managing multiple tasks and time efficiently.

• Proficient in computer skills and platforms such as Slack and Google Workspace, with the ability to quickly adapt to evolving, custom-built IT systems.

• Experience in managing patient escalations and resolving complex issues.

• Experience analyzing data and trends to facilitate operational improvements.

• A passion for helping patients and a dedication to providing outstanding support.

• Availability to work a Monday-Friday schedule starting no earlier than 10:00 AM EST / 7:00 AM PST.

🏝️ Benefits

• Competitive salary and equity in a rapidly growing start-up.

• Comprehensive health benefits (medical, dental, vision).

• 401k program.

• Flexible work schedules and paid time off.

• Paid parental leave.