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Job Details

Summary:

Under the general direction of a Senior Manager or Director, the Manager, Patient Services is responsible for the administration and management of an operational program. Primary focus is on managing the program team members to ensure successful delivery of services. This includes managing a team of associates, recruiting & selecting talent, managing and driving performance, establishing performance goals and expectations, ensuring adherence to compliance requirements, client issue resolution, and the management of overall operations.

Primary Duties and Responsibilities:

• Ensure program is operating according to contractual obligation by providing day-to-day guidance to team members, monitoring compliance to program policies and procedures and turn-around times, and ensuring adherence to quality expectations 

• Develop and leverage incentive plans and engagement activities to drive performance and morale on the team 

• Managing the program team members to ensure successful delivery of services 

• Develop daily work schedules and monitor attendance, PTO, etc. 

• Monitor individual productivity and address any performance concerns with coaching and/or other actions 

• Ensure team compliance including training completion, adherence to policies, and privacy incident reporting 

• Conduct both formal and informal feedback discussions with associates to include yearly performance reviews and regular one-on-one discussions to ensure appropriate coaching and support 

• Quality Management (addressing critically missed elements/low scoring calls, call and case review 3 monthly) 

• Risk and compliance Management (training completion and adherence to CAPA/privacy incident reporting) 

• Drive program performance by establishing performance metrics & goals; provide ongoing coaching and feedback to reinforce and address performance  

• Assess team members for potential, strengths and development needs and conduct career development discussions to grow the talent pipeline 

• Analyze quality and performance reports for trends, make process improvements, provide coaching or retraining where needed 

• Drive onboarding process for the team by monitoring staffing levels, posting roles, interviewing and selecting talent for the team 

• Translate and oversee organizational strategies for assigned goals 

• Design training for team; seek ways to improve training/onboarding process; develop tools & resources; identify mentors for new hires;  

• Investigate and partner with HR in the resolution of associate issues 

• Proactively identifying program issues & making recommendations on potential solutions 

• May participate on client conference calls, attend client meetings, or quarterly business reviews 

• Analyze quality, performance or other program reports for trends, make process improvements, and provide coaching where needed 

• May collaborate across various groups (i.