Referral Services Manager - Remote

As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities, and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!
Job Summary
The Patient Engagement Manager is responsible for overseeing the daily operations of the 24/7 contact center, which includes managing a remote team of representatives, supervisors, training, and quality assurance staff. The manager is responsible for ensuring the contact center is operating efficiently and effectively and managing to SLAs outlined. Manager is responsible for maintaining appropriate staffing levels, ensure schedule is effective and maintains budgetary costs. Manager collaborates with Client Management team on new business, client inquiries, workflows, and complaints. Contact center operations support is customer service for healthcare clients for patient acquisition and retention efforts.
Essential Duties And Responsibilities
Include the following. Others may be assigned.

• And hospital policies and assists in developing and implementing new policies according to hospital and corporate guidelines.
• Responsible for reviewing call statistics, staffing models and reporting. Which includes but not limited to productivity analysis, workforce management reports, and contact center trend analysis to assist with capacity planning, optimization, and performance management. Expected to make recommendations to the Director regarding necessary adjustments to procedures or staffing to ensure excellent customer service and operational objectives are met or exceeded.
• Responsible for assisting the supervisors with meeting department service level requirements. Lead the continued improvement of all quality and training programs for department. Manage workflow, project calendar, and timelines
• And ongoing communication, ensuring supervisors and representatives are set up for success.
• Maintains and coordinates daily team huddles to sustain a culture of collaboration, staff appreciation
• Exercise leadership and motivate supervisors and team members to incorporate vision, strategic planning, and elements of quality management into the full range of the department's activities; encouraging creative thinking and innovation; influencing others toward a spirit of service; implementing new or cutting-edge programs/processes
• Work closely with clients, emerging team members and management through side-by-side review and coaching. Review, research, and respond to Issues Logged, emails, and or phone calls by facility representatives, on a daily basis as the Subject matter expert. Respond in a timely manner in accordance with established service deliverables
• Communicates with internal client management team and external clients; receiving and documenting any concerns or questions in regard to departmental procedures and quality of service.
• Oversees departmental policies, practices, procedures, and work rules according to approved department

Supervisory Responsibilities
If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Direct Reports (titles) Patient Engagement Supervisor, PSC QA/Trainer
Indirect Reports (titles) Patient Engagement Representatives
Knowledge, Skills, Abilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent organizational and management skills, ability to function effectively under stress of conflicting demands on time and attention
• Understanding of contact center KPIs and technology.
• Ability to provide management in a high-volume remote production-driven contact-center environment
• Ability to utilize exceptional problem solving and analytical abilities to anticipate, quickly address and make correct decisions in a fast paced, dynamic environment
• Ability to develop and meet schedules
• Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
• Must be able to work outside normal business hours as needed due to department expanded evening and weekend hours of operation.
• Expertise with MS Word, Excel, PowerPoint, and the Internet
• Must be able to navigate multiple computer systems simultaneously accurately
• Ability to work independently and organize and complete projects in an efficient and timely manner
• Understanding of multi-channel technologies, including telephonic, web chat, SMS, and email channels.
• Extensive multitasking ability
• Hold team members accountable for meeting departmental goals and performance metrics including timely completion of all educational and HR requirements.
• Attentive listening skills
• Exceptional customer service skills, including effective and efficient problem solving and analyzing skills
• Strong written and verbal communication skills
• Builds and maintains collaborative relationships with internal and external clients that lead to more effective communication and a higher level or productivity and accuracy.
• Understanding of Compliance standards required.
• Understanding of the marketing funnel life cycle and patient journey cycles.

Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment. This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.
Education / Experience
Include minimum education, technical training, and/or experience preferred to perform the job.

• Required:
• 5-7 years of experience in contact center environment
• High school diploma or GED

• Preferred:
• 2–4-year college degree
• 3-5 years of experience in healthcare industry, customer service industry and contact center operations management
• Experience with Business to Consumer Marketing
• Experience with managing a remote workforce in a 24/7 operation

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work in sitting position, use computer and answer telephone for extended period of time
• Ability to travel as needed – minimal travel required

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be “on-call” as needed
• Remote position environment
• Must be able to work weekends and holidays as assigned.
• 24/7 Contact Center
• Must be available to work hours and days as needed based on business needs

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Employment practices will not be influenced or affected by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.