Manager

• Oversee a team of care coordinators, ensuring exceptional member interactions, optimizing processes, and maintaining high-quality service delivery.
• Ensure efficient communication between patients, healthcare providers, and internal teams while upholding industry regulations and best practices.
• Collaborate closely with medical professionals (RNs, NPs, MDs), specialists, and other healthcare stakeholders to ensure seamless care coordination for members.
• Monitor the progress of member journeys, identify potential barriers, and implement strategies to optimize member health outcomes.
• Provide effective leadership, guidance, mentoring, and performance feedback to care coordination representatives.
• Manage complex member cases and escalated issues, providing timely resolutions and guidance in alignment with company policies and protocols.
• Implement and refine standard operating procedures and workflows for the contact center to ensure efficient handling of member requests and inquiries.
• Utilize data to evaluate contact center performance, member feedback, and operational metrics; identify trends and provide recommendations for improvement.
• Collaborate with various teams outside of Care Coordination, including medical teams, billing, enrollment, and product, to ensure effective communication and knowledge sharing.
• Provide formal coaching, feedback, and support to direct reports; lead onboarding of new teammates and ongoing training; contribute to the team's formal knowledge base.
• Regularly assess performance metrics and conduct root cause analyses in partnership with Quality and Training specialist to drive improvements.
• Help gather and share insights gained from member interactions to drive improvements in products, services, and overall member experience.

Tia

Associate Manager, Care Coordination