Manager - Annual Wellness Visit Programs

Astrana Health, Inc.; United States; On-site; USD 85,000 - 119,000; Full time

Benefits offered by this job

Remote position

Job summary

Astrana Health, Inc. is seeking a Manager for Contact Center Operations and AWV Programs to lead outreach, scheduling, billing, and vendor operations. You will drive AWV completion rates, optimize patient access, and mentor a large, high-performing team.

You will oversee 35–40 staff, partner with providers and stakeholders, and manage relationships with third-party vendors while ensuring CMS billing compliance and data-driven improvements.

Qualifications

• Bachelor's degree required; Master’s degree preferred.
• Experience managing healthcare operations, patient outreach programs, or care coordination teams.
• Experience managing third-party vendors or outsourced service partners, including SLA management and performance oversight.
• Experience overseeing or working closely with medical billing/revenue cycle operations, preferably related to AWV or preventive care services.
• Strong leadership and team management skills, including experience managing teams of 25+ staff.
• Experience with reporting, data analysis, and performance metrics.
• Knowledge of AWV, preventive care programs, CMS billing guidelines, and healthcare scheduling workflows.
• Proficiency in Microsoft Excel, reporting/BI tools, and healthcare management/billing systems.

Responsibilities

• Review and monitor AWV schedules for providers to ensure optimal appointment utilization and access.
• Oversee daily outreach operations to support Annual Wellness Visit scheduling goals.
• Identify scheduling gaps and implement strategies to improve appointment volume and patient access.
• Collaborate with providers and operational leadership to align scheduling capacity with patient demand.
• Ensure outreach workflows comply with organizational policies and applicable healthcare regulations.
• Troubleshoot day-to-day operational issues and escalate as needed.
• Manage, coach, and oversee a team of approximately 35–40 outreach and scheduling staff.
• Conduct candidate interviews and participate in hiring decisions.
• Lead new hire onboarding, training, and ongoing staff development.
• Monitor employee performance and provide regular feedback, coaching, and corrective action as needed.
• Conduct and facilitate biweekly team meetings to communicate goals, updates, and performance expectations.
• Develop and maintain training materials and SOPs for outreach and scheduling staff.
• Foster a collaborative, productive, and patient-centered work environment.
• Manage staffing levels, scheduling, and coverage to ensure consistent operational support.
• Oversee relationships with third-party vendors supporting AWV scheduling and outreach functions.
• Serve as primary point of contact for vendor partners, managing day-to-day communication and escalations.
• Monitor vendor performance against contracted service levels (SLAs), including scheduling volume, quality, and turnaround times.
• Review vendor productivity and outreach outcomes; hold vendors accountable to performance benchmarks.
• Conduct regular vendor performance reviews and business updates to assess effectiveness and address gaps.
• Coordinate between internal staff and vendor teams to ensure seamless scheduling coverage and consistent patient communication.
• Oversee the end-to-end billing operations related to Annual Wellness Visits, ensuring accuracy, completeness, and timeliness of claims submission.
• Monitor AWV coding and documentation practices to ensure compliance with CMS guidelines and payer requirements.
• Track key billing metrics, including claims submitted, denial rates, reimbursement turnaround, and outstanding/unbilled visits.
• Ensure proper reconciliation between completed AWV visits and billed/submitted claims.
• Stay current on CMS and payer policy changes affecting AWV billing and communicate updates to relevant staff.
• Track and analyze scheduling, outreach, vendor, and billing metrics, including total outreach attempts, total appointments scheduled, individual team member and vendor productivity, team and vendor performance trends, AWV completion rates (YTD).
• Develop and maintain reports that measure outreach effectiveness, operational performance, vendor outcomes, and billing performance.
• Create executive-level reports and dashboards highlighting program outcomes, productivity, revenue impact, vendor performance, and KPIs.
• Identify trends and opportunities for process improvement through data analysis across operations, vendor performance, and billing.
• Meet weekly with leadership to review program performance, vendor performance, billing status, challenges, and strategic initiatives.
• Provide recommendations to improve outreach efficiencies, scheduling workflows, vendor utilization, billing accuracy, and patient engagement efforts.
• Communicate program results and operational updates to management, providers, and cross-functional stakeholders (finance, compliance, revenue cycle, procurement).
• Serve as a liaison between internal outreach/scheduling teams, vendor partners, and billing/revenue cycle teams to ensure alignment.

Skills

Leadership

Team management

Data analysis

Excel

Communication

Education

Bachelor's degree

Master's degree

Tools

Excel

BI tools

Job description

Manager - Contact Center Operations/Annual Wellness Visit Programs

Department: Quality - Risk Adjustment

Employment Type: Full Time

Location: 1600 Corporate Center Dr., Monterey Park, CA 91754

Reporting To: Nallammai Vijayakumar

Compensation: $85,000 - $119,000 / year

Description

The Manager - Annual Wellness Visit (AWV) Programs plays a vital role in helping members access preventive care that improves health outcomes. This leader oversees outreach, scheduling, billing, and vendor operations while partnering across the organization to maximize AWV completion rates, enhance patient engagement, and support quality initiatives. Success in this role comes from strong leadership, operational expertise, and a passion for developing high-performing teams. Our Values:

• Put Patients First
• Empower Entrepreneurial Provider and Care Teams
• Operate with Integrity & Excellence
• Be Innovative
• Work As One Team

What You\'ll Do

Program Operations

• Review and monitor AWV schedules for providers to ensure optimal appointment utilization and access.
• Oversee daily outreach operations to support Annual Wellness Visit scheduling goals.
• Identify scheduling gaps and implement strategies to improve appointment volume and patient access.
• Collaborate with providers and operational leadership to align scheduling capacity with patient demand.
• Ensure outreach workflows comply with organizational policies and applicable healthcare regulations.
• Troubleshoot day-to-day operational issues and escalate as needed.

Leadership & Team Management

• Manage, coach, and oversee a team of approximately 35–40 outreach and scheduling staff.
• Conduct candidate interviews and participate in hiring decisions.
• Lead new hire onboarding, training, and ongoing staff development.
• Monitor employee performance and provide regular feedback, coaching, and corrective action as needed.
• Conduct and facilitate biweekly team meetings to communicate goals, updates, and performance expectations.
• Develop and maintain training materials and standard operating procedures (SOPs) for outreach and scheduling staff.
• Foster a collaborative, productive, and patient-centered work environment.
• Manage staffing levels, scheduling, and coverage to ensure consistent operational support.

Vendor Management

• Oversee relationships with third-party vendors supporting AWV scheduling and outreach functions.
• Serve as primary point of contact for vendor partners, managing day-to-day communication and escalations.
• Monitor vendor performance against contracted service levels (SLAs), including scheduling volume, quality, and turnaround times.
• Review vendor productivity and outreach outcomes; hold vendors accountable to performance benchmarks.
• Conduct regular vendor performance reviews and business updates to assess effectiveness and address gaps.
• Coordinate between internal staff and vendor teams to ensure seamless scheduling coverage and consistent patient communication.

Billing Oversight

• Oversee the end-to-end billing operations related to Annual Wellness Visits, ensuring accuracy, completeness, and timeliness of claims submission.
• Monitor AWV coding and documentation practices to ensure compliance with CMS guidelines and payer requirements.
• Track key billing metrics, including claims submitted, denial rates, reimbursement turnaround, and outstanding/unbilled visits.
• Ensure proper reconciliation between completed AWV visits and billed/submitted claims.
• Stay current on CMS and payer policy changes affecting AWV billing and communicate updates to relevant staff.

Performance Monitoring & Analytics

• Track and analyze scheduling, outreach, vendor, and billing metrics, including:
• • Total outreach attempts (internal and vendor)
  • Total appointments scheduled
  • Individual team member and vendor productivity
  • Team and vendor performance trends
  • AWV completion rates (YTD)
• Develop and maintain reports that measure outreach effectiveness, operational performance, vendor outcomes, and billing performance.
• Create executive-level reports and dashboards highlighting program outcomes, productivity, revenue impact, vendor performance, and KPIs.
• Identify trends and opportunities for process improvement through data analysis across operations, vendor performance, and billing.

Stakeholder Collaboration & Communication

• Meet weekly with leadership to review program performance, vendor performance, billing status, challenges, and strategic initiatives.
• Provide recommendations to improve outreach efficiencies, scheduling workflows, vendor utilization, billing accuracy, and patient engagement efforts.
• Communicate program results and operational updates to management, providers, and cross-functional stakeholders (finance, compliance, revenue cycle, procurement).
• Serve as a liaison between internal outreach/scheduling teams, vendor partners, and billing/revenue cycle teams to ensure alignment.

Qualifications

• Bachelor\'s degree required; Master\'s degree in Health Administration, Business Administration, or related field preferred.
• Experience managing healthcare operations, patient outreach programs, or care coordination teams.
• Experience managing third-party vendors or outsourced service partners, including SLA management and performance oversight.
• Experience overseeing or working closely with medical billing/revenue cycle operations, preferably related to AWV or preventive care services.
• Strong leadership and team management skills, including experience managing teams of 25+ staff.
• Experience with reporting, data analysis, and performance metrics.
• Knowledge of AWV, preventive care programs, CMS billing guidelines, and healthcare scheduling workflows.
• Proficiency in Microsoft Excel, reporting/BI tools, and healthcare management/billing systems.
• Strong organizational, communication, negotiation, and problem-solving skills.

Environmental Job Requirements and Working Conditions

• This is a full-time, remote position that operates in PST.
• The total compensation target pay range for this role is: $85,000 – $115,000. Actual compensation will be determined based on geographic location (current or future), experience, and other job-related factors.