Manager – Patient Outreach and Support
Posted on 5/5/2023

11-50 employees

Experience Level
Desired Skills
Mergers & Acquisitions (M&A)
Finance & Banking
  • Bachelor's degree or equivalent
  • 5+ years of experience in patient-facing experience in the healthcare setting, driving patient acquisitions and appointment fulfillment
  • 2-3 years of patient outreach and support experience or similar background requiring initiating patient/customer relationships built on trust within a call center setting
  • Experience coaching team on effective patient outreach and conversion, including but not limited to effective rebuttals, persuasive style, clear explanation of program value, etc
  • Track record of setting and achieving aggressive, yet attainable goals through team leadership, innovation, coaching and best practice creation
  • Experience performing root-cause analysis to better understand sales/conversion hurdles and coaching team members to drive performance
  • Experience in making staffing decisions to scale up or scale down the team depending on business needs
  • Experience and comfort in using technology such as telephony products, and customer relationship management tools such as Salesforce or equivalent
  • Excellent written, oral, and interpersonal skills to ensure that each of your interactions with the team, patients, families, and other stakeholders are effective and meaningful
  • Energy and enthusiasm consistent with working for a startup; ability to self-teach in order to problem solve, takes initiative
  • Highly self-driven, motivated, and strong work ethics and teamwork
  • Ambitious individual looking for an opportunity to grow with the company but prepared to roll up their sleeves on the journey
  • Experience working in a startup, high-growth environment
  • Bilingual in Spanish
  • Patient Enrollment
  • Manage all operational aspects of the team including daily inbound and outbound calls for enrollment and engagement, staffing, escalations and queue monitoring
  • Motivate, educate, and train the team through daily huddles, weekly training, and monthly recap sessions to ensure cohesion and performance
  • Oversee training and development for agents including programs for new hires, new launches, new sales techniques and ongoing refreshers
  • Conduct periodic reviews to ensure care advocates meets quality and performance expectations
  • Formulate and collect operational metrics, prepare reports and provide timely management reports of outreach and engagement activities
  • Responsible for ensuring high customer satisfaction by establishing yourself as a trusted advisor and partner