General Manager
NEXT|HEALTH
Associate Manager, Care Coordination
Tia
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $54,500 - $79,300 per year
Job Level
JuniorMid-Level
About the role
- 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.
Requirements
- Bachelor's degree in Healthcare Administration, Business Management, or related field preferred.
- Minimum of 3 years of experience in healthcare operations, care coordination, or contact center management within a membership-based healthcare setting.
- Exceptional leadership skills with a track record of effectively managing teams, driving performance, and cultivating a positive work environment.
- Strong understanding of healthcare processes, medical terminology, and member engagement in a healthcare context.
- Outstanding communication skills, both verbal and written, along with the ability to empathize and engage with members and teammates.
- Proficiency in using contact center software, member relationship management (CRM) systems, and Google Workspace
- Excellent problem-solving skills and the ability to remain composed in high-pressure situations.
- Adherence to strict confidentiality standards and understanding of healthcare data privacy regulations, such as HIPAA.
- Detail-oriented with strong organizational and multitasking abilities.
- Flexibility to adapt to changing priorities and business needs
- Willing to work morning, nights & weekends, if needed
- Authorized to work in the US
