Call Center Medical Support Manager

About Us

DispatchHealth has redefined health care delivery to offer on-demand acute care and advanced medical care for people of all ages in the comfort of their own home. DispatchHealth's emergency medicine and internal medicine-trained medical teams are equipped with all the tools necessary to treat common to complex injuries and illnesses. DispatchHealth works closely with payers, providers, health systems and others to deliver care in the home to reduce unnecessary emergency room visits, hospital stays and readmissions. Acute care medical teams are available seven days a week, evenings and holidays, and can be requested via app, online or a quick phone call. DispatchHealth is partnered with most major insurance companies. For more information, visit DispatchHealth.com.

Mission: Provide patient-centered care through the power of technology, convenience, and service.

Job Summary

DispatchHealth is creating the most advanced and complete in-home care model in the world. As a key contributor toward that goal, the Call Center Medical Support Manager serves a pivotal role in bringing care to the patient’s home as an alternative to hospitalization. The ideal candidate brings experience, knowledge and leadership skills to our innovative team. This position, internally known as Care Manager, will need to be a driven, highly-personable individual with a customer-first mentality as we continue to grow and scale the team. This position provides direct oversight of a team of administrative Medical Assistants that supports the novel care model and increases patient and provider satisfaction.

Job Duties

• Reports directly to the Director of Care Support, works closely with Clinical Leadership and the call center team.
• Leads, motivates and manages a team of administrative Medical Assistants in Denver to build a culture of exceptional service, teamwork, and high performance.
• Ensures Medical Assistants are equipped to manage the administrative side of medical care.
• Educates and directs the team regarding QA, issue escalation, and troubleshooting that is aligned with current company priorities to deliver on the highest level of service for each medium of service: inbound/outbound calls, emails, chats, etc.
• Leads the team to meet organizational objectives related to customer service, patient conversion, patient satisfaction, clinical support and clinical team support.
• In partnership with Clinical leadership and medical assistants, sets goals for and monitors daily, weekly and monthly performance in productivity and quality dashboards across all service lines
• Owns communication to department leaders to keep them informed on metric-based productivity and quality performance
• Collaborates effectively with partner teams including the HR business and recruiting partner and Product / Engineering teams to reduce barriers to performance
• Partners with the clinical education team to develop and continually enhances clinical competencies within the department
• Develops and manages within an operating budget
• Partners with subject matter experts in other departments to optimize workflows, troubleshoot performance gaps, and drive shared ownership and accountability for exceptional client experience
• Oversees the development, implementation, and maintenance of effective quality assurance programs for each service line to foster continuous improvement and drive exceptional service levels
• Identifies system enhancements to further automate processes to drive efficiencies

Focus Areas

• Use qualitative feedback with quantitative backing to drive product, sales, and operational improvements with leadership teams across the company that enhance the member experience.
• Creatively Problem Solve: this position will own the customer support experience from initial resident outreach, triage and troubleshooting where appropriate, and flagging management when issues need to be escalated.
• Improve the Support Process: this individual will drive key projects to help build and improve internal processes to drive toward a world-class customer experience

Job Requirement/Qualifications:

• 5+ years of call center experience
• Led a team of 10 - 50 agents
• 2 + years of clinical experience
• Familiar with call center technology
• Familiar with quality assurance process
• Proven track record on employee satisfaction and retention
• Ability to oversee brick and mortar call centers and remote call centers in multiple locations
• Excellent verbal and written communication skills

Preferred

• Bachelor’s Degree preferred
• Healthcare call center experience highly preferred

Competencies/Qualities

Strong communication skills: This individual cannot work in a silo – much of his/her/their effectiveness depends on teamwork with others. Their areas of practice are highly multidisciplinary and require reliable, open, responsive communication in order to meet patient and company needs.

Cultural openness: This individual will be open to learning from patients, Leaders and other members of the team about values, beliefs, and how they see the world – all which may be very different from the your personal culture and beliefs. The Manager must be willing to listen and be a liaison between the patient, providers and team members in developing a plan that is culturally acceptable.

Respect for others: This individual must be especially diligent to show respect and patience and understanding while setting reasonable boundaries and expectations.

Benefits:

• Career growth and investment
• Be part of an innovative, exciting and progressive company
• Competitive health & wellness benefits
• 401k

Employees are held accountable for all duties of this job; however, this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.