Patient Connection Manager

Role Overview

The Patient Connection Manager oversees the Patient Connection team, playing a vital role in creating and delivering a 'best in class' patient experience. As the manager, you will ensure smooth team operations and effective collaboration. Your success in this role will be measured by the overall performance of your team and the quality of patient interactions.

Responsibilities

• Daily Operations Management: Oversee the daily operations of the Patient Connection team, including:
• Providing data and reports for administrative supervision.
• Tracking referrals and working lists, ensuring same-day/next-day outreach on all new referrals and adhering to follow up call attempts to optimize conversion.
• Triage incoming referrals and handle urgent or risk-flagged cases.
• Assessing interactions and documentation against established quality standards and providing feedback to the team.
• Workflow Design & Optimization: Build, design, and continuously refine Patient Connection workflows to drive efficiency and scale, including:
• Designing end-to-end workflows for referral intake, outreach, enrollment, and follow-up that balance speed, quality, and patient experience.
• Identifying bottlenecks and inefficiencies in current processes and proactively implementing solutions.
• Applying call center best practices and metrics to diagnose performance and design improvements.
• Piloting and iterating on process changes, measuring impact against team and company KPIs before scaling.
• Team Performance: Be accountable for setting and achieving performance targets for the overall Patient Connection team, supporting and developing individuals in your team to achieve these goals.
• Building from company plans and targets, set Patient Connection team goals to support overall company goals.
• Team goals may include: enrollment targets, conversion goals, turn-around-time, call SLAs, and quality metrics.
• Individual performance expectations for the team may include: activity levels, quality expectations, attendance, and staffing/shift management.
• Provide recommendations around team structure, balancing cost and revenue opportunities.
• Team Development: Lead the development of the Patient Connection team including, for example:
• Setting department policies and procedures and ensuring they are documented and adhered to.
• Establishing and delivering trainings for the team, induction and ongoing.
• Developing and using dashboards and reports to manage the team.
• Cross-Functional Collaboration: Work through the organization, as needed, to deliver improvements for team and patient experience, including for example:
• Collaborating with clinical leadership to identify and resolve capacity issues in all practices, ensuring calendar availability for patient scheduling.
• Recommending and delivering end-to-end workflow improvements, feeding back insight and observations to other departments to improve team performance, company performance, and patient experience.
• Working with other internal stakeholders to support team goals (e.g., reporting, tech, HR).
• Organizational Values: Uphold and drive the values of rigor, service, and trust within the team.

Qualifications/Skills:

• Experience: Minimum of 2-3 years leading a patient connection, patient access, call center, or similarly metrics-driven, high-volume operations team, with a proven track record of managing people and holding a remote team accountable to performance goals.
• Workflow & Process Design: Demonstrated ability to build and design workflows from the ground up, identify opportunities for improvement, and create efficiencies that measurably improve throughput, conversion, and patient experience.
• Call Center Metrics: Strong working knowledge of call center performance metrics (e.g., service level, average handle time, occupancy, abandonment rate, conversion rate) and how to use them to manage and coach a team.
• Remote Care Management: Experience in remote patient care or population health program management.
• Technical Proficiency: Strong understanding of connected technologies such as Electronic Health Records (EHR) software, care management/population health platforms, and call center technology.
• Attributes: Proactive, empathetic, and possess strong communication skills.
• Preferred Experience: Behavioral Health or direct patient care experience, medical documentation, medical scheduling, healthcare billing, or revenue cycle operations experience is a plus.