Manager, Care Coordination

TailorCare

22h•Remote

About The Position

The Manager, Care Coordination is responsible for overseeing the daily operations and performance of the Care Coordinator team in a remote call center environment. The Care Coordinators serve as the front line for patient interaction – answering calls, managing referrals, assisting with appointment scheduling, and ensuring a positive patient experience. This role is responsible for setting clear performance expectations, driving call center efficiency, coaching and developing staff, and supporting operational workflows to ensure the seamless delivery of patient and provider support and care coordination services. The Manager, Care Coordination collaborates with cross-functional Operations and Product partners to ensure that the call center operations align with TailorCare’s patient-first mission. This position is an exempt (salaried) role.

Requirements

Bachelor’s Degree or higher (or equivalent experience)
Minimum of 5 years of experience in patient support, care coordination, or healthcare operations
2+ years of supervisory experience
Strong understanding of call center operations and technology preferred
Proven ability to coach, develop, and inspire remote team members
Ability to manage a team in a dynamic, patient-focused environment
Excellent communication, organizational, and problem-solving skills
High attention to detail and strong ability to manage multiple priorities
Proficiency in electronic health records (EHR) systems and related software
Knowledge of Google Suite products - Google Docs (create and edit correspondence), Gmail and Google calendar (email and calendar management), Google Slides (ability to create and edit slides) – and proficiency in Google Sheets (ability to create, edit, and sort spreadsheets, basic analytical formulas (VLOOKUP, if))
Phone/Fax system experience
EMR experience, Athena & Epic preferred

Responsibilities

Directly manage, coach, and develop a team of Care Coordinators in a call center environment, providing day-to-day guidance and support.
Monitor individual and team performance, providing timely coaching, feedback, and development plans
Hire, onboard, and train new Care Coordinators to ensure they understand their roles and responsibilities.
Oversee daily call center operations, including staffing, scheduling, metrics, etc.
Drive operational excellence by identifying workflow improvements, increasing call resolution rates, reducing referral processing times, etc.
Ensure team workflows are optimized and aligned with organizational needs and patient priorities
Develop, maintain, and enforce standard operating procedures (SOPs) for care coordination tasks
Conduct regular audits of documentation and workflows to ensure accuracy, completeness, and compliance with quality standards.
Partner cross-functionally to identify process gaps and lead initiatives to drive continuous improvement.
Manage escalated patient or provider issues to ensure effective and timely resolution.
Ensure accurate and timely documentation of patient interactions and care coordination activities.
Ensure the team meets high standards of patient-centered care, emphasizing empathy, accountability, and results and adheres to organizational guidelines.
Other duties may be assigned