Patient Support Services Manager - Remote

Overview

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.

In Short

• 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.
• Lead the recruitment, training, and management of a high-performing inbound call center team.
• Manage initiatives aimed at keeping patients engaged in their care.
• Implement quality assurance processes to monitor patient services.
• Continuously evaluate current workflows and identify opportunities for efficiency improvements.
• Work collaboratively with clinical teams and other departments.
• Participate in the evaluation and implementation of new call center technologies.

Requirements

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field (preferred).
• 5-10+ years of leadership experience in healthcare or customer service.
• Proven experience in call center operations, preferably with a focus on healthcare.
• Strong background in managing inbound call teams.
• Experience developing and implementing operational workflows.
• Strong understanding of quality assurance and compliance standards.
• Excellent communication, organizational, and problem-solving skills.
• Passion for improving patient care.

Benefits

• Retirement savings plan (401k) Plan up to 3.5% company match.
• Low cost benefits package for employee and dependents.
• Paid vacation.
• Paid sick leave.
• 9 paid holidays throughout the year with (2) additional flex holidays.
• Performance-based bonuses.
• And more!