Overview

The Patient Assistance Operations Manager will be responsible for managing patient and physician communications for a growing vascular practice. This role will also be responsible for building a larger communications team to manage patient inquiries and scheduling across a group medical practice platform with locations spanning multiple regions.

This role will report to the VP of Operations

Responsibilities

• Manages and develops The Vascular Care Group communications center, overseeing all internal and external communications
• Builds multi-regional communications team, evaluating and interviewing potential new hires to satisfy the communication center's needs
• Supervises, directs, and evaluates assigned communications staff, directing work, and coaching team members to optimize the patient experience
• Optimizes and documents communication workflows for call center and onsite front desk staff
• Uses data and reporting metrics to develop and maintain call center staffing to address variable patient demand, keeping up with volume accordingly
• Acts as a resource for practice information, remaining informed on the most up-to-date policies and procedures to communicate to staff
• Develops and maintains reporting metrics for analytics related to communications
• Actively manages call center and front desk staff performance to maintain an optimal patient care experience
• Develops and implements new or improved communication vehicles to enhance patient experience
• Performs other duties as assigned

Requirements

• High School Diploma Required
• Proficient with Excel and other data platforms
• 2+ years' managerial experience in a communications center required
• Excellent customer service skills
• Demonstrated ability to mentor and coach new staff members
• Professional communication skills required
• Proficiency in technology, in particular communications platforms(Fax, call center, email) and reporting software
• Knowledge of healthcare terminology
• Excellent organizational and prioritization skills
• Able to work in a high-paced environment with evolving priorities

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