Cone Health

Not-for-profit healthcare network delivering hospital care

Heartcare Patient Access Manager

Clinical Support & Patient AdministrationConfirmed live in the last 24 hours

Full-timeUnited StatesNo salary listed

About the Job

Requirements

A Bachelor's degree is required.
Five years of healthcare or call center experience are required, including two years supervising or managing others.

Responsibilities

Manage services promoting care management, transfers, transports, patient placement, marketing automation and delivery, complaint management, after-hours support including triage, community resource lines, and patient navigation.
Resolve patient problems and ensure complaints and issues are addressed in a timely manner to the satisfaction of patients and system management.
Strengthen partnerships across the system to provide services across different continuums, including after-hours support and triage.
Uphold operational standards to maintain patient access via telephony, virtual visits and support, live chat, and appointment access.
Write and revise department policies and procedures in accordance with system goals for training and reference purposes.
Establish benchmarks and metrics to achieve departmental goals and standards and deliver quality service.
Perform other duties as assigned.

Professional Non-Clinical

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

The Manager Patient Engagement oversees the staff responsible for first call resolution at the call center. This role manages all customer service activities and implements policies to drive excellent customer service and resolve patient issues.

Essential Job Function:

Manages services promoting care management, transfers, transports, patient placement, marketing automation/delivery, complaint management, after-hours support including triage, community resource lines and patient navigation.
Provides problem resolution for patients, ensuring that complaints and issues are resolved in a timely manner, to the satisfaction of patients and system management.
Strengthens partnerships across the system to provide services across different continuums including after hours support and triage.
Upholds operational standards to maintain patient access via telephony, virtual visits and support, live chat and appointment access.
Writes and revises department policies and procedures in accordance with system goals for training purposes as well as reference materials.
Establishes benchmarks and metrics in order to achieve departmental goals and standards to deliver quality service.
Performs other duties as assigned.

Education:

Required: Bachelor's Degree

Experience:

Required: 5 years of healthcare or call center experience including 2 years supervising/managing others.

Licensure/Certification/Listing:

Work Shift :

Days/No Weekends (United States of America)

On Call Required

FTE:

Job Type:

Full Time (40 Hours/Week)

About the Company

Cone Health

Not-for-profit healthcare network delivering hospital care

Cone Health is a not-for-profit healthcare network that serves communities in Alamance, Forsyth, Guilford, Randolph, Rockingham, and surrounding counties by operating hospitals, primary and specialty care clinics, and centers for heart and vascular care, cancer treatment, women’s and children’s health, and advanced imaging. Its services are delivered through a system of hospitals, clinics, and the Cone Health Medical Group and Triad HealthCare Network, with revenue coming from patient services, insurance reimbursements, and government programs. The network differentiates itself by emphasizing community care and serving underserved populations, supported by a large staff, physician partners, and volunteers, and it holds recognized workplace culture awards. The goal is to provide high-quality, accessible healthcare and improve health outcomes across its diverse service areas.

Company size: 5,001-10,000
Company stage: Seed
Total funding: $100K
Headquarters: Greensboro, NC
Founded: 1953

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