HeartCare Patient Access Manager

Cone Health Medical Group; Jamestown (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

Cone Health Medical Group in Jamestown, NC seeks a Manager of Patient Engagement to lead the call center team responsible for first call resolution. You will drive service excellence and ensure timely resolution of patient issues.

Responsibilities include implementing policies, coordinating care management and patient navigation, and shaping training materials to meet system goals. Strong leadership and communication are essential to improve patient access across telephony, virtual visits, live

Qualifications

• Bachelor's degree is required.
• 5 years of healthcare or call center experience, including 2 years supervising or managing others.

Responsibilities

• Oversees staff responsible for first call resolution at the call center.
• Manages customer service activities and implements policies to drive service excellence.
• Promotes 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 complaints and issues are resolved promptly 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 to achieve departmental goals and standards to deliver quality service.
• Performs other duties as assigned.

Skills

People management

Customer service

Policy writing

Performance metrics

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.