We are seeking a Manager of Patient Care Operations to join our fast-paced operations team and oversee the success of our front-end patient care services. This role includes oversight of the patient intake department, including insurance eligibility, authorizations, and scheduling support teams. The successful candidate will demonstrate exceptional leadership skills, strategic planning abilities, and problem-solving expertise.

Lead and supervise the Intake, Prior Authorization, Scheduling, and Call Center teams.Resolve issues and complaints to ensure a positive patient experience.Ensure that the team delivers exceptional customer service by addressing patient inquiries and providing timely responses to questions.Oversee staff, provide mentorship, and ensure that our team meets and exceeds performance goals.Implement and monitor quality control audits, ensuring that our patient care services meet the highest standards.Continuously evaluate workflows for intake, prior authorization, scheduling, and call center functions to identify areas for improvement.Oversee the submission and tracking of prior authorizations to ensure that services are approved in a timely manner, avoiding delays in patient care.Prepare and review reports related to call center performance, scheduling efficiency, and prior authorization success rates.Manage the day-to-day operations of the call center, ensuring patients receive timely and professional responses to their inquiries.Act as a liaison between patients and healthcare providers, ensuring that patient concerns regarding scheduling, authorizations, and intake processes are addressed promptly.Clearly communicate expectations to team members, hold them accountable, and recognize and celebrate their successes.Maintain strict compliance with State, Federal and healthcare regulations, insurance requirements, and company policies. (e.g., OSHA, WC, HIPAA, ADA, FEHA, DOL, HR policies and practices).

 

Qualifications:

Bachelor’s degree or equivalent experience.At least 2+ 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:

Excellent communication skills, with the ability to handle patient inquiries professionally and efficiently.Strong leadership and team management abilities to effectively oversee multiple departments.