Patient Connection Manager
About the role
Who We Are
Concert Health is the leading national behavioral health medical group committed to integrating the Collaborative Care model into existing health care practices to improve patients’ lives. We believe everyone, regardless of location or insurance, should have easy access to personalized, high-quality behavioral health support that is guided by the provider they trust.
Our Collaborative Care program effectively targets and treats most behavioral health conditions, while embracing behavioral health as central to the patient's care journey and overall health. With its clinical excellence and operational efficiency, Concert Health is the preferred partner for health systems and medical groups seeking to deliver integrated behavioral health care that is both scalable and sustainable.
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.