Manager – Operations, Patient Engagement, Call Center
HarmonyCares
full-time
Posted on:
Location Type: Remote
Location: Remote • Idaho • 🇺🇸 United States
Visit company websiteSalary
💰 $65,000 - $90,000 per year
Job Level
JuniorMid-Level
About the role
- The Manager – Operations Patient Engagement will lead and develop a team of Patient Engagement Specialists (PES) to exceed scheduling and growth goals.
- Develop and implement scheduling strategies, trainings and coaching for the PES team.
- Maintain strong relationships with other internal stakeholders.
- Continuous evaluation of the scheduling process using data to identify opportunities and implement improvements.
- Responsible for staffing, performance reviews and ensuring completion of all needed training for their team.
- Develop and monitor staff schedules to support business needs and exceed goals and targets.
- Provide intra-day monitoring of service levels and other KPIs, adjusting team allocation as necessary.
- Provide a point of escalation to address patient concerns and customer issues.
- Support development of training and closely monitor onboarding for new team members.
- Create, manipulate, and leverage standard reports to understand trends and team performance.
Requirements
- Associates degree or 2 years of leadership experience
- Ability to multi-task while given competing priorities
- Excellent communicator with an uplifting and personable manner with outstanding phone etiquette
- Excellent written communication skills with success in providing notes, updates, and written communications via computer systems
- Demonstrated written and verbal communications skills
- Ability to work in a fast-paced, healthcare environment
- Ability to communicate in an empathetic, compassionate, and professional demeanor at all times
- Ability to problem solve with demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely manner
- Ability to analyze problems and resolve issues in a rapid, direct and complete manner
Benefits
- Health, Dental, Vision, Disability & Life Insurance, and much more
- 401K Retirement Plan (with company match)
- Tuition, Professional License and Certification Reimbursement
- Paid Time Off, Holidays and Volunteer Time
- Paid Orientation and Training
- Great Place to Work Certified
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
scheduling strategiesdata analysisperformance reviewsstaff schedulingKPI monitoringreport creationtraining developmentonboarding processes
Soft skills
leadershipcommunicationmulti-taskingproblem solvingempathycompassioncustomer serviceteam development
Certifications
Associates degree