HeartCare Patient Access Manager

Cone Health; Jamestown (NC); On-site; USD 85,000 - 112,000; Full time

Job summary

Cone Health is seeking a Manager Patient Engagement to lead the staff responsible for first call resolution at the call center. You will oversee customer service activities and implement policies to drive excellent service and timely patient issue resolution.

In this role you will coordinate care management coordination, triage, after-hours support, and patient navigation across the system; you will also write policies, establish metrics, and ensure access through telephony, virtual visits, live

Qualifications

• 5 years of healthcare or call center experience including 2 years supervising/managing others.

Responsibilities

• Oversees call center functions for first call resolution and patient navigation.
• Improves complaint management and partner coordination across the system.
• Ensures patient access via telephony, virtual visits, live chat and appointment access.
• Writes and revises department policies and procedures.
• Establishes benchmarks and metrics to achieve department goals.
• Performs other duties as assigned.

Skills

Staff management

Customer service

Problem solving

Education

Bachelor's Degree

Job description

The Manager Patient Engagement oversees the staff responsible for first call resolution at the call center. This role manages all customer service activities and implements policies to drive excellent customer service and resolve patient issues.

Essential Job Function

• Manages services promoting care management, transfers, transports, patient placement, marketing automation/delivery, complaint management, after-hours support including triage, community resource lines and patient navigation.
• Provides problem resolution for patients, ensuring that complaints and issues are resolved in a timely manner, to the satisfaction of patients and system management.
• Strengthens partnerships across the system to provide services across different continuums including after hours support and triage.
• Upholds operational standards to maintain patient access via telephony, virtual visits and support, live chat and appointment access.
• Writes and revises department policies and procedures in accordance with system goals for training purposes as well as reference materials.
• Establishes benchmarks and metrics in order to achieve departmental goals and standards to deliver quality service.
• Performs other duties as assigned.

Education

• Required: Bachelor's Degree

Experience

• Required: 5 years of healthcare or call center experience including 2 years supervising/managing others.