Manager, Care Center

Guided by our core values and commitment to your success, we provide health, financial and lifestyle benefits to ensure a best-in-class employee experience.  Some of our offerings include:

• Highly competitive total rewards package, including comprehensive medical, dental and vision benefits as well as a 401(k) plan that both the employee and employer contribute

• Annual incentive bonus plan based on company achievement of goals

• Time away from work including paid holidays, paid time off and volunteer time off

• Professional development courses, mentorship opportunities, and tuition reimbursement program

• Paid parental leave and adoption leave with adoption financial assistance

• Employee discount program

Job Description Summary:

Spira Care was designed with our patients at the center of their Care Teams. This collaborative, patient-centered approach to primary care offers patients a one-of-a-kind healthcare experience and offers healthcare professionals an opportunity to really see the impact they can make in their patients’ lives.

Our Care Teams are made up of professionals with diverse backgrounds, experiences, and focus areas who are curious, empathetic, and collaborative. Spira Care is looking to welcome people on our team who are excited about innovating in primary care and are passionate about helping people achieve their health goals.

The Manager, Care Center is responsible for planning, organizing and directing all activities within their Care Center. The person in the role manages the coordination, supervision, and direction of member flow, problem recognition and resolution, acting as a role model, and providing leadership for all care center activities.

Job Description:

Management / Leadership Responsibilities:

• Hire and retain competent staff, develop their proficiency, nurture their creativity and encourage their engagement through continuous improvement of the role.  Conducts annual performance appraisals for all staff by coaching and mentoring the team to quality standards of performance and culture.
• Mentors staff to establish a trusted partnership with the member and builds creditability through knowledge sharing and collaboration around health care needs. 
• Develops the team’s ability to operate successfully in an ambiguous environment that requires a degree of adaptability and reliability.  
• Models core values and supports organizational goals of Spira Care.

Member Experience Responsibilities: 

• Ensure the team provide a high degree of customer service to include taking member incoming calls, in-person interactions, and member outreach when needed.
• Identifies member experience trends and implements corrective actions and improvements where needed.  Holds staff accountable for member experience in the care center including the evaluation and enhancement of workflow, resolution of member complaints, and ensuring staff engagement to improve the overall Spira Care experience.

Clinical / Operational Responsibilities:

• Accountable for inventory management of care center supplies/immunizations, scheduling, payroll, and consistently upholding regulatory compliance policies.    
• Assists with the review and revision of clinical policies and procedures.
• Manages projects and competing priorities to ensure Care Center operations continue smoothly.
• Responsible for the operational and administrative functions core to the continued success of the care center
• Serves as the on-site escalation and main point of contact for Care Center decisions, emergency response, etc.

Regulatory / Compliance Responsibilities:

• Maintains confidentiality of all regulated information in compliance with state and federal laws; reads, understands and follows medical policy and all corporate, divisional and departmental policies and procedures. Including but not limited to: Protected Health Information (PHI) and Personal Identifiable Identification (PII). 
• Ensures staff maintain all required competencies on an annual basis.  Verifies all licensing and national certification criteria are met and up to date.
• Meets individual quality performance standards and annual targets for program performance as mutually agreed to by management team to maximize program value including maximizing the member experience.
• Works with minimal supervision, handles multiple projects simultaneously, prioritizes work appropriately, and works in collaboration with Spira Care operations.

Minimum Qualificatio