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Patient Connection Manager

1 month ago
United States
Full-time
Junior
Operations Manager
Customer and Technical Support
Apply Now
Concert Health

Concert Health

Concert Health integrates behavioral health into primary care settings, improving patient outcomes with expert clinicians and a turnkey solution.

Health Care Providers & Services
251-1K
Founded 2016
$56M raised
View All Jobs 3

Description

  • Oversee daily operations of the Patient Connection team and support administrative supervision with data and reports.
  • Track referrals and working lists to ensure same-day or next-day outreach and timely follow-up attempts.
  • Triage incoming referrals and manage urgent or risk-flagged cases.
  • Assess patient interactions and documentation against quality standards and provide feedback to the team.
  • Design, build, and continuously refine end-to-end workflows for referral intake, outreach, enrollment, and follow-up.
  • Identify bottlenecks and implement process improvements to increase efficiency and scale.
  • Use call center metrics and best practices to diagnose performance and drive improvements.
  • Set team goals and performance targets aligned with company objectives.
  • Develop policies, procedures, training, dashboards, and reports to manage team performance.
  • Collaborate with clinical leadership and internal stakeholders to resolve capacity issues and improve patient experience.

Requirements

  • 2-3 years of experience leading a patient connection, patient access, call center, or similarly metrics-driven high-volume operations team.
  • Proven experience managing people and holding a remote team accountable to performance goals.
  • Demonstrated ability to build workflows from the ground up and improve throughput, conversion, and patient experience.
  • Strong working knowledge of call center metrics such as service level, average handle time, occupancy, abandonment rate, and conversion rate.
  • Experience in remote patient care or population health program management.
  • Strong understanding of EHR software, care management or population health platforms, and call center technology.
  • Proactive, empathetic, and strong communication skills.
  • Behavioral health, direct patient care, medical documentation, medical scheduling, healthcare billing, or revenue cycle operations experience is preferred.

Benefits

  • 100% remote work with employer-supplied computer equipment.
  • $50.00/month non-taxable remote stipend.
  • 10 paid holidays, sick time, and flexible PTO plans.
  • Medical, dental, and vision coverage effective on the first day of employment.
  • Free First Stop Health access for medically enrolled members and their immediate family members.
  • Employer-paid short-term disability, long-term disability, life insurance, and AD&D insurance of $50,000.
  • Employer-paid parental leave of 12 weeks.
  • 401(k) plan.
  • Salary range of $75,000 - $115,000.

Interested in this position?

Apply directly on the company website

Apply Now

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