Manager, Care Advice Line Operations

Privia Health

8h•$65,000 - $73,000•Remote

About The Position

The primary role of the Manager, Care Advice Line Operations is to support the scaling of CAL operations, focusing on staff scheduling, training coordination, and team communications. The manager will oversee a team of health advisors to ensure the Care Advice Line achieves key performance metrics.

Requirements

Holds a healthcare license and/or certification, e.g., LPN, EMT, MA,CCHW with relevant experience in healthcare delivery.
Experience in a call center, triage position, consulting environment or like environment.
Minimum 3-5 years of recent clinical experience, with problem-solving and critical-thinking skills.
Flexibility to provide overnight, weekend and/or holiday coverage on a rotating basis.
Without question, 'Exceptional Customer Service.'
Strong computer skills. Internet savvy.
Clear, confident communication and listening skills.
Self -motivated and self-disciplined a must.
Strong entrepreneurial spirit. A desire to work in a highly rewarding, rapidly growing, environment.
Willingness to do what it takes to get the job done and make patients the number one priority.
Able to thrive in a quiet, secure home office environment.
Detailed-oriented, organized with the ability to work well in fast-paced work environment.

Responsibilities

Manage and oversee the team schedule through schedule creation, reporting, and communication with team members to ensure CAL is appropriately staffed.
Oversee a team of health advisor and are responsible for their overall performance.
Masters and teaches the internal competencies of the Care Advice Line operations, such as handling inbound communications, properly identifying the patient, discerning the chief complaint, completing the necessary tasks, and forwarding the case to either an RN or the Privia Virtual Clinic as appropriate.
Manage the new hire training and onboarding process.
Develop best practice protocols and enhance the Care Advice Line internal playbook.
Manage care center on-call schedule process.
Support care center communications.
Shares with the Director and CoLeads in the day-to-day oversight and ongoing development of the CAL operations including, but not limited to staff scheduling, staff development, KPI achievement and the CQI processes ensuring a stable 24/7 service.
Plays a key role in evolving the Health Advisor role in other Population Health tasks such as assisting with care gap closures, patient follow-up, and meeting Social Determinants of Health (SDOH) needs.
Cover the CAL and be in queue up to 75% of the time.
Directly support the queue as a CoLead 1-2 weekends/month and every 3rd Holiday.
Coordinate PTO with CoLeads and Director to ensure a safe and staffed queue.
Other related tasks and activities as appropriate and assigned.