Call Center Manager (Healthcare)

Infusion for Health is a referral-based infusion center that services all providers in multiple locations in California, Arizona, Nevada, Washington, Colorado, and Missouri. Our center is unique and offers individual comfortable private rooms for our patients. Our mission is to provide exceptional service in the administration of infusion therapy in a comfortable, patient-focused environment by providing exemplary professional clinical care.

This position is full-time, Monday to Friday, located in Brea, CA. Pay range is $90k-$100k/year

Job description

Are you a dynamic leader with a passion for delivering extraordinary patient care? Do you thrive in a fast-paced environment where you can make impactful decisions and drive operational excellence? We are seeking a Manager of Patient Care to join our team and oversee the success of our front-end patient care services. This pivotal role will be instrumental in driving rapid, sustained and scalable performance for multiple service functions, ensuring exceptional patient care operations, operational efficiency, and regulatory compliance. Scope of role includes oversight of patient intake department, including insurance eligibility, authorization and scheduling. Also includes verification and authorization for returning patients, and inbound call support.

Key Responsibilities:

• Leadership & Team Management: Train and develop a high-performing off-site team, fostering a culture of pride and ownership. You will oversee staffing, provide mentorship, and ensure that our team meets and exceeds performance goals. Your leadership will be key in maintaining a positive and efficient work environment.
• Quality Assurance: Implement and monitor quality control audits, ensuring that our patient care services meet the highest standards. You will provide constructive feedback to staff and senior leadership and take proactive steps to continuously improve our operations.
• Results-oriented performance: Identify, prioritize and execute plan to achieve KPIs and priorities. Can include process / workflow changes, tools, coaching or performance management, and/or collaboration with other functional areas or external stakeholders. Includes significant partnership with Revenue Cycle and Sales functions.
• Build an intimate knowledge base and understanding of all aspects of the department, including patient experience and insurance related processes. Includes Intake workflow, tools, and personnel, as well as upstream and downstream processes.
• Create, develop, and implement Policies and Procedures or work instructions where appropriate.
• Keep direct supervisor informed of work progress, timetables, and issues.
• Maintain strict compliance with State, Federal and other regulations (e.g., OSHA, WC, HIPAA, ADA, FEHA, DOL, HR policies and practices).
• Other duties as assigned.

Qualifications:

• Third Party Vendor Management experience
• Bachelor's degree or equivalent experience.
• At least 3+ years of experience leading a team in a healthcare organization; experience in insurance eligibility and authorization preferred.
• Proven ability to lead teams of 10-20 employees.
• Strong understanding of Medicare, Commercial and Medicaid insurances.
• Proven expertise in service-focused operations.

Skills & Abilities:

• Results driven; allocates time and energy on key drivers in a fast-paced environment
• Ability to prioritize tasks and projects with limited direction, while understanding and contributing to the success of the organization
• Able to effectively problem solve new challenges, and support team to solve issues as needed
• Display independent judgment by willingness to make timely and accurate decisions based on available information that is sometimes limited in nature
• Strong research and auditing skills, and high curiosity to understand root cause and design solutions to prevent recurrence
• Clearly communicate to team members; hold accountable and also recognize and celebrate success
• Appropriately delegate authority and responsibility, and hold team members accountable
• Plan for future needs (6-12 months) to anticipate potential obstacles
• Detail-oriented, organized and process focused; self-motivated and proactive
• Ability to work independently and as part of a team
• Proficient in Microsoft Word, Excel and Outlook

Why Join Us?

At Infusion for Health, we are committed to delivering exceptional patient care through innovation, teamwork, and dedication. As the Manager of Patient Care Operations, you will play a critical role in shaping our patient care services and driving our mission forward. We offer a supportive and collaborative work environment, opportunities for professional growth, and the chance to make a meaningful impact every day.

Monday to Friday