Care Coordination Manager
About The Position
Oversee customer service and care coordination operations for skilled nursing facility clients Lead, mentor, and support a team of Care Coordinators to ensure high-quality service delivery Serve as a primary point of contact for facility partners, addressing complex inquiries and escalations Collaborate with nursing staff, healthcare professionals, and internal departments to support seamless patient care Review medical records and patient care plans to guide coordination efforts and team decision-making Build and maintain strong, long-term relationships with skilled nursing facility clients Oversee incoming calls and emails, ensuring timely follow-up and resolution of concerns Utilize electronic medical record systems and digital platforms to maintain accurate client documentation Educate clients on available services, resources, programs, and procedures Ensure compliance with healthcare regulations, company policies, and established protocols Learn new programs and product categories and relay knowledge to clients and team members Perform additional duties as assigned
Requirements
- Empathetic and compassionate approach when working with patients and referral partners
- Highly organized with exceptional attention to detail
- Professional, courteous, and confident demeanor
- Excellent verbal and written communication skills
- Proven leadership abilities with experience managing or supervising a team
- Ability to thrive in a fast-paced, client-focused healthcare environment
- High school diploma or equivalent required.
- Relevant Healthcare or Customer Service experience required.
Nice To Haves
- Bachelor’s degree strongly preferred
- Previous supervisory or managerial experience strongly preferred.
Responsibilities
- Oversee customer service and care coordination operations for skilled nursing facility clients
- Lead, mentor, and support a team of Care Coordinators to ensure high-quality service delivery
- Serve as a primary point of contact for facility partners, addressing complex inquiries and escalations
- Collaborate with nursing staff, healthcare professionals, and internal departments to support seamless patient care
- Review medical records and patient care plans to guide coordination efforts and team decision-making
- Build and maintain strong, long-term relationships with skilled nursing facility clients
- Oversee incoming calls and emails, ensuring timely follow-up and resolution of concerns
- Utilize electronic medical record systems and digital platforms to maintain accurate client documentation
- Educate clients on available services, resources, programs, and procedures
- Ensure compliance with healthcare regulations, company policies, and established protocols
- Learn new programs and product categories and relay knowledge to clients and team members
- Perform additional duties as assigned
Benefits
- Medical, Dental, and Vision insurance to support you and your family
- 401(k) with 3% company contribution after one year and 1,000 hours worked
- Generous PTO, Vacation, and 9 Paid Holidays
- Optional Short-Term Disability and Company-Paid Long-Term Disability
- Free, confidential Employee Assistance Program (EAP)
- Exclusive Tuition Reimbursement Program with Niagara University — save on master’s degree programs
- Opportunity to give back through HSS-sponsored community programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
