Patient Access & Engagement 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

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