Patient Support Services Manager - Inbound Call Center and Patient Ongoing Engagement

A TEAM OF DIFFERENCE MAKERS:

At Author Health, we are dedicated to a field-based, home-based care model, ensuring we meet our members right where they are, in their homes, and their communities. We are seeking professionals who are willing to go the extra mile to connect with our members in a high-tech environment where we are there at all times assisting the members. We value non-judgmental, respectful, and empathetic interactions, aiming to meet the unique needs of each member. Immerse yourself in the realm of specialized care at Author Health. Our primary mission is to deliver outstanding care for seniors battling with serious mental illnesses (SMIs) and substance use disorders (SUDs). We are committed to making a significant impact in the lives of our most vulnerable population. With our advanced technology, our members can enjoy a stress-free experience as we provide all the necessary services. Join us in our mission to revolutionize healthcare.

As the Patient Support Services Manager, you will play a pivotal role in shaping the future of Author Health’s patient ongoing engagement efforts and inbound call center operations. You will be responsible for bringing our inbound call center in-house, leading efforts to keep patients engaged in care, ensuring quality and compliance, and managing the day-to-day operations of the inbound call center team.

If you’re someone who can think strategically, manage complexity, and doesn’t mind rolling up your sleeves to get the job done, you’ll fit right in.

WHAT IS YOUR SUPERPOWER?

Operations Management

• Oversee the daily operations of the newly established in-house inbound call center.
• Design and implement workflows for both call center and clinic administrative tasks to optimize efficiency and enhance patient care.
• Develop, monitor, and refine operational policies, procedures, and performance standards to ensure effective service delivery.
• Utilize data and analytics to identify trends, optimize performance, and drive informed decision-making.

Team Leadership

• Lead the recruitment, training, and management of a high-performing inbound call center team.
• Foster a positive work environment that encourages teamwork, motivation, and a focus on quality patient interactions.
• Conduct regular performance evaluations, provide constructive feedback, and implement professional development initiatives to enhance team skills.
• Manage staffing needs, scheduling, and resource allocation to ensure smooth and efficient operations.

Patient Engagement & Retention

• Manage initiatives aimed at keeping patients engaged in their care, working closely with clinical and operational teams to drive outreach efforts.
• Direct the team of agents responsible for calling patients to promote re-engagement, improve patient retention, and enhance satisfaction.
• Ensure that all interactions are patient-centered and in line with the organization’s values of compassionate care.

Quality & Compliance Monitoring

• Implement quality assurance processes to monitor patient services, ensuring calls meet compliance standards and provide optimal patient experiences.
• Regularly review call center interactions and patient service workflows to ensure high standards of accuracy, professionalism, and confidentiality.
• Prepare and present reports on call center performance and patient engagement metrics, identifying areas for improvement.

Process Improvement

• Continuously evaluate current workflows and identify opportunities for efficiency improvements.
• Develop and implement new strategies for patient re-engagement, working in tandem with cross-functional teams to refine processes.
• Introduce best practices in inbound call management to enhance both patient experience and operational effectiveness.

Cross-Team Collaboration

• Work collaboratively with clinical teams, provider engagement, and other departments to ensure seamless integration of services and outreach efforts.
• Partner with internal and external stakeholders to align call center efforts with broader organizational goals, including patient enrollment, retention, and care coordination.
• Participate in the evaluation and implementation of new call center technologies, ensuring alignment with overall business strategy.

WHAT WE ARE SEEKING:

Qualifications

• • Bachelor’s degree in Business Administration, Healthcare Management, or a related field (preferred).
  • 5-10+ years of leadership experience in healthcare or customer se