Care Support Manager

Duly Health and Care•Bountiful, UT

21d•$79,255 - $90,000

About The Position

The Care Support Manager provides proactive leadership in a fast-paced call center environment and has direct accountability for queue, agent, and department performance. The role leads the Central Scheduling team in meeting productivity goals and improving patient satisfaction, while providing hands-on guidance, coaching, and mentoring to agents. The manager works with Workforce Management, Training, Quality, Transformation, providers, operations managers, and partnered departments to support effective scheduling operations and resolve barriers.

Requirements

Bachelor’s degree in Health Administration, Business Management, Nursing, or a related field is listed as required, with the posting also describing it as preferred.
At least 5 years of experience in a call center leadership role.
Excellent written and verbal communication skills.
Knowledge of call center phone system functionality, including scripting, workgroups, decision trees, skill-based routing, and proficiency levels.
Ability to create and manage phone system reports and analyze reporting data to identify patterns and trends.
Excellent interpersonal skills.
Ability to work independently and as part of a team.
Ability to communicate and collaborate with all levels of the organization.
Knowledge of HIPAA and other healthcare regulatory compliance requirements applicable to patient scheduling and call handling.
Experience with call quality monitoring or scoring platforms and structured coaching methodologies.
Skills in employee engagement, retention, and succession planning in a high-volume call center environment.

Nice To Haves

At least 5 years of experience in a healthcare setting.
Epic experience.
Five9 experience.

Responsibilities

Manage daily operations of the Central Scheduling department to meet patient needs and Duly Health and Care service standards, with ownership of queue and agent performance.
Monitor work queues and phone system performance in real time, resolve performance gaps, and ensure compliance with departmental metrics and standards.
Partner with providers and operations managers to identify and resolve barriers to patient scheduling.
Identify and lead process improvement opportunities, partnering with the Transformation team as a resource.
Monitor agent compliance with policies and procedures and manage performance concerns through coaching, performance improvement plans, and corrective action.
Coach, mentor, and develop agents, working with the Training team as a resource to build and deliver development plans.
Conduct call monitoring, quality audits, and calibration sessions with Training and Quality to support consistent, compliant, patient-centered interactions and proper handling of protected health information.
Ensure new agents complete onboarding, training, certification requirements, and a structured nesting period before handling patient calls independently.
Evaluate processes and workflows, owning improvement outcomes from design through implementation.
Partner with Operations and Transformation to keep scheduling protocols current and fully tested before they are built into Epic.
Maintain awareness of processes, procedures, and systems for capturing and reporting patient demographic information, insurance verification, and other scheduling data.
Review work processes and own improvement initiatives to support departmental goals.
Track queue, agent, and department performance KPIs and trends, analyze results against established goals, and ensure appropriate staffing levels.
Partner with Workforce Management to support optimal staffing schedules and notify the Director of staffing needs.
Collaborate with other Managers to provide staff assistance and support as staffing needs arise.
Use call quality, average handle time (AHT), and patient satisfaction (CSAT) metrics to guide individualized, data-informed coaching and performance plans.
Conduct regular one-on-ones, coaching sessions, and performance reviews with agents.
Manage the agent performance cycle, including recognition, performance improvement plans, and corrective action, partnering with HR as needed.
Monitor engagement and retention through stay interviews, recognition, and identification of high-potential agents for growth and succession planning.
Serve as the primary point of escalation and support for agents’ daily operational questions and issues.

Benefits

Comprehensive medical, dental, and vision benefits, including healthcare navigation assistance.
Mental health benefit at no cost.
Employer-provided life and disability insurance.
$5,250 tuition reimbursement per year.
Immediate 401(k) match.
40 hours of paid volunteer time off.
Culture committed to community engagement and social impact.
Up to 12 weeks of parental leave at 100% pay for eligible non-physician team members.
Financial benefit for adoption and surrogacy for eligible non-physician team members.
Additional compensation may be available through shift differentials, bonuses, and other incentives.