Manager, Patient Services (Call Center - Healthcare)

Join the frontlines of today's healthcare transformation at VillageMD as a Team Manager, Patient Services (Remote)!

Why VillageMD? At VillageMD, we are looking for a Team Manager to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we have partnered with many of today's best primary care physicians. We are equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.

We are creating care that is more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we are looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

Could this be you?

In this role, the Team Manager will have responsibility for directly managing all aspects of 100+ full time employees, including Supervisors, Team Leads, and Patient Services Supervisors to achieve goals as set forth by the Director of Service Operations.

Responsibilities include monitoring, coaching, and executing toward improvement of the overall team KPI’s. The Patient Services Manager is responsible for supporting and motivating Supervisors and their respective Team Leads with the goal being constant improvement of soft skills and call quality, operational processing accuracy, and efficiency for the team. This will be accomplished through management of Supervisors and coaching, data review, and both individual and group coaching sessions. The team Manager should have a natural desire to help others, and be able to coach in a patient, empathetic, and passionately communicative manner. This role is focused on ensuring that patients receive world-class customer service and accurate information by coaching, training, and supporting teams in both a tactical and strategic manner. 

How you can make a difference

• Deliver on a commitment to make the team better through patience and understanding, providing knowledgeable and thoughtful feedback on how to exceed service expectations
• Motivate and drive a positive, collaborative, and accountable culture
• Monthly and annual oversight with analysis and reporting of KPIs (Key Performance Indicators) to Managers and senior leadership team. Provides direction to Supervisors on identifying outliers
• Direct, supervise, and coordinate specific functions and activities of the Call Center, including systems, policies and procedures, human resources, support services, etc.
• Facilitate the employment, development, and management of supervisory employees
• Review operational problems/policies and recommends solutions and change to Director of Service Operations
• Develop relationships with our organizational partners and help to ensure effective operational hand-offs between departments
• Partner with medical staff to ensure standards and premier service delivery is upheld
• Collaborate with peers in the preparation and implementation of projects, policies, operating practices, and budget
• Represent Service Center in meetings as a Subject Matter Expert on protocols
• Proactively identify process improvements to continue to deliver high quality service at the most practical of staffing levels
• Timely execute performance evaluations for all Call Center staff at their 90-day, mid-year, and end of year timeframes
• Identify production waste and managing Call Center Metrics
• Manage adherence to VillageMD policies and procedures
• Communicate organizational and team needs to leadership
• Manage daily workflow, tasks, and projects for team
• Monitor calls to ensure we are providing world class service
• Troubleshoot and investigate issues to answer questions or resolve complaints
• Support and maintain information security measures as appropriate to the position, including maintaining the highest standards of confidentiality to protect patient/provider privacy and company’s proprietary information

Skills for success

• A “people-first” attitude and premier customer service DNA
• A genuine excitement to help people achieve excellence
• Ability to put yourself in patients’ shoes and advocate for them when necessary
• Self-motivated: energetic, self-starter; can work autonomously 
• Results oriented: bias for action; demonstrated track record of achievement; drive for attainment of superior outcomes 
• Adaptability: handles frequent or unexpected changes with a positive attitude
• Collaboration: ability to establish and maintain effective and working relationships with managers, team-members, and other customers
• Communication: speaks clearly, listens and gains clarification when needed, and responds well to questions
• Confidentiality: complies with HIPAA confidentiality standards when accessing or communicating patient information
• Diversity: shows respect and sensitivity for cultural differences
• Humility: low ego; engenders trust; respectful
• Self-motivated: energetic self-starter, keen sense of ownership with personal accountability
• Teamwork: is open and objective to other’s views, gives and welcomes feedback, and contributes to positive team spirit

Experience to drive change

• High school graduate or GED
• 5+ years of leadership experience in a call center environment, healthcare industry alignment preferred
• Experience in managing a call center of 100 or more representatives
• Experience in managing both inbound and outbound contact centers
• Expertise in using Call Center telephony, CRM, and Workforce Management technology

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Those seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  

For Colorado Residents only: The base compensation range for this role is $74,000 to $110,000. At VillageMD, compensation is based on several factors including but not limited to education, work experience, certifications, location, etc. This role may be eligible for annual/quarterly bonus incentives (if applicable), and the selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan with company match. 

Explore your future with VillageMD today!