Care Support Manager

Overview

Position Highlights:

• Hours: Varied; depending on the needs of the department. Typical hours Monday-Friday 8:00am-5:00pm; Weekends and Holidays as needed.
• Location: Hybrid; in office on Tuesday, Wednesday, Thursday.
  
  

Benefits:

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met..
  
  

The Manager of Central Scheduling will provide proactive leadership in a fast-paced call center environment. This position will lead the scheduling team in achieving and exceeding departmental productivity goals and metrics and enhanced patient satisfaction. The Manager of Central scheduling will provide guidance and support for the team, lead by example, and serve as a coach and mentor for all team members. This role will collaborate with, and serve as a liaison for, any partnered departments.

Responsibilities

MAJOR RESPONSIBILITIES

Manage daily operations of Central Scheduling department to ensure patient needs are met while maintaining Duly Health and Care service standards. (50%)

• Monitors work queues, and phone system performance, to ensure compliance with departmental metrics and standards.
• Partners with providers and operations managers to identify and resolve barriers to patient scheduling.
• Collaborates with the Supervisory team to address any identified process improvement opportunities.
• Collaborates with the supervisory team to monitor team member compliance with Policies and Procedures and address any performance related concerns.
• Provides coaching and development for the Supervisory team to ensure daily operations align with departmental objectives.
  
  

Evaluates the effectiveness of processes and workflows to identify areas of improvement. (25%)

• Partners with Operations to ensure scheduling protocols remain current and are fully tested prior to being built into Epic.
• Conducts ongoing evaluation of departmental processes and procedures to identify process improvement needs.
• Maintains awareness of organizational processes, procedures, and systems required to capture and report patient demographic information, insurance verification, and other data that impacts the scheduling process.
• Improves efficiency and effectiveness in operations by reviewing key work processes to ensure that departmental goals are reached.
  
  

Tracks trends in daily performance metrics to ensure appropriate staffing levels are maintained. (25%)

• Analyzes Shared Services Scheduling, performance, and resource management to consistently reach and maintain established goals.
• Notifies the Director of staffing needs and partners with Workforce Manager to ensure optimal staffing schedules are in place to accomplish daily work demands.
• Collaborates with other Shared Services Managers to provide staff assistance and support as staffing needs arise.
  
  

Qualifications

Level of Education

Bachelor’s Degree, (required)

Field of Study

Health Administration, Business Management, Nursing, or related field.

Years of Experience

• 5 years in a call center leadership role (required)
• 8 years in a healthcare setting (preferred)
• EMR experience (preferred)
  
  

The compensation for this role includes a base pay range of $79K-$118k, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.