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Care Center Manager (Clinical Background Preferred)

Company: US CareNet
Location: Augusta
Posted on: May 20, 2020

Job Description:

The healthcare industry is evolving faster than ever and we at NavCare are a part of the innovation that is adapting to the changing needs of providers and patients. If you want to be a part of a team that is leading the evolution of virtual healthcare then this is where you need to be! We are currently searching for a Care Center Manager

Care Center Manager Job Description

The NavCare Care Center Manager is responsible for the care delivery provided by the Care Center team members. Proactively engaging Care Team Members during their daily task of providing Chronic Care (CCM), Transitional Care Management (TCM), Care Coordination and Population Health services to patients and beneficiaries. The Care Center Manager coordinates all activities in the Care Center involved in the handling and acts as a liaison with Account Management in regards to the management of client accounts.

Essential Job Functions/Responsibilities:


  • Provides onsite supervision of Care Center staff, including off-site and remote employees.


    • Supervises employees and customer interaction; Responds promptly to internal and external customer needs; Solicits internal and external customer feedback to improve customer service.


      • Monitors calls to observe Care Team members' demeanor, technical accuracy, conformity to processes and procedures and overall quality of the call. Provides call evaluation feedback both on an individual and team basis.


        • Demonstrates an innovative leadership strategy for accomplishing strategic goals set by NavCare leadership.


          • Provides high-level employee touch focused on engagement and outcomes. This includes providing education and coaching to Care Team members to promote continuous engagement in their roles and responsibilities as well as employee retention.


            • Determines work procedures, prepares work schedules and expedites workflow. Makes recommendations for adjustments to standardized procedures and workflows to improve efficiency and work performance.


              • Collaborates with Senior management on development of clinical guidelines and process improvement for care delivery model.


                • Acts as a resource for the Care Team.


                  Position Requirements:


                  • Associate's or Bachelor's degree preferred.
                  • Clinician preferred or strong clinical background in health care setting.
                  • Healthcare call center or healthcare delivery setting supervisory experience preferred.
                  • 5 years of demonstrated achievement leading teams focused on delivering high quality customer service.
                  • Exceptional leadership/management talent to include strong problem-solving and critical thinking abilities in addition to excellent oral, written and presentation skills.
                  • Experience with a variety of electronic health/medical records systems and the ability to quickly master new information systems.
                  • Proficient in Microsoft Office applications (Excel, Power Point, Word)

                    Continuing Education Requirements: Organization personnel are expected to participate in appropriate continuing education as may be requested and/or required by their immediate supervisor. In addition, organization personnel are expected to accept personal responsibility for other educational activities to enhance job related skills and abilities. All personnel must attend mandatory educational programs.

                    Environmental and Working Conditions

                    Environmental Conditions: Will be exposed to normal office working conditions.

                    Working Conditions: Subject to varying and unpredictable situations. Handles emergency or crisis situations. OSHA exposure category:

                    • Category III- Position includes tasks that involve no exposure to blood, body fluids, tissues; would not be required to perform Category I tasks.


                      Required Personal Protective Equipment: As required by working conditions.

                      This job description is not intended to be all-inclusive and does not constitute a written or implied contract of employment. The employee will be expected to perform other reasonably related duties as assigned by the immediate supervisor and / or other management personnel.

                      Employee participates in and adheres to ALL guidelines

                      contained in the company's compliance program.

Keywords: US CareNet, Augusta , Care Center Manager (Clinical Background Preferred), Executive , Augusta, Georgia

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