Manager, Patient Care Coordination

About the Role

We are looking for a Manager, Patient Care Coordination who will be responsible for leading and developing the Patient Care Coordination team to provide exceptional support for daily care operations and contribute to the growth of the company. This will be a full-time opportunity, reporting to the Director, Patient Services, but working closely with Product and Clinical leaders. This is a remote role that can be located anywhere in the USA.

What You Will Do

The Manager will directly oversee the quality, efficiency, and compliance of patient support functions by leading the team in executing the following key areas:

Team Leadership and Quality Oversight

• Manage and develop a team of Patient Care Coordinators and Leads, providing coaching, training, and performance feedback to ensure high-quality service and productivity.
• Ensure high quality patient interactions by performing regular quality reviews and coaching based on trends, ensuring consistency in communication, process adherence, and empathetic patient support across all interactions.
• Partner with Product and Learning and Development teams to create relevant training material and ongoing communication updates to the team.
• Complete performance evaluations and assessments for your team members annually.
• Assist with training and orienting new staff members.

Patient Care Coordination

• Manager Oversight: Manage and resolve patient escalations, particularly those related to prescriptions, billing, or scheduling complexity. Review escalation trends and ensure we have the appropriate training and resources in place to improve our care delivery.
• PCC Core Functions: Oversee the team’s delivery of comprehensive patient support, which includes acting as the primary point of contact for communication between patients and their care team; receiving, triaging, and resolving incoming clinical messages to/from clinicians; and conducting regular outgoing communications to ensure consistent patient engagement.
• Clinical Support (MA Scope): Coordinate the team’s support for clinicians, ensuring the effective execution of essential medical assisting tasks such as supporting pre-visit lab orders, facilitating medical records and prescription-related tasks (like prior authorization and medication refills), and accurately inputting patient vital signs and medical record documentation.