Patient Support Services Manager

Author Health, LLC

About The Position

At Author Health, we’re revolutionizing how mental health care is delivered, and we want you to be part of it! Our mission is to bring compassionate, high-quality care to people with serious mental illness, substance use disorders, and dementia, including older adults. We don’t just treat symptoms. We treat people — fully, holistically, and with heart! Through our virtual-first, innovative care model, we deliver community-based wrap-around outpatient mental health care inclusive of psychiatric, psychotherapeutic and care management services. We partner with primary care providers, hospitals, families, and caregivers to keep patients out of the hospital and empower them to live healthier, more connected lives. At Author, inclusivity isn’t a checkbox. It’s how we build trust and drive better outcomes! We honor the unique cultures, identities, and stories that shape every patient’s experience, and we’re creating a workplace where team members can show up as their full selves, too. If you’re driven by purpose, ready to shake up the status quo, and eager to make a real impact in people’s lives, we’d love to meet you. Let’s build the future of mental health care together! As the Patient Support Services Manager, you will play a pivotal role in shaping the future of Author Health’s inbound call center operations. You will be responsible for architecting the management infrastructure of our inbound operations—including QA, training, and knowledge management—while leading a hybrid team of both in-house staff and outsourced partners. This includes ensuring quality and compliance and managing the day-to-day operations of the inbound call center team.

Requirements

Bachelor’s degree in Business Administration, Healthcare Management, or a related field (preferred).
5-10+ years of leadership experience in healthcare or customer service, with at least 3 years managing teams. Experience managing a global customer service organization is preferred.
Proven experience in call center operations, preferably with a focus on healthcare, patient engagement, or services for complex patient populations (e.g., mental health or substance use disorders).
Experience managing hybrid workforce models, including direct oversight of third-party vendors or outsourced call center partners.
Strong background in managing inbound call teams, including recruitment, training, and performance management.
Proven track record of building call center 'centers of excellence' (Training, QA, and Knowledge Management) from scratch or in a rapidly growing environment.
Experience developing and implementing operational workflows from the ground up.
Strong understanding of quality assurance, compliance standards, and patient engagement strategies.
Excellent communication, organizational, and problem-solving skills.
Passion for improving patient care and supporting a positive work environment.

Responsibilities

Oversee daily operations of our inbound call center across a hybrid delivery model, managing both internal staff and outsourced vendor partners to ensure a seamless 'one-team' experience for patients.
Design and implement workflows for both call center and clinic administrative tasks to optimize efficiency and enhance patient care.
Develop, monitor, and refine operational policies, procedures, and performance standards to ensure effective service delivery.
Utilize data and analytics to identify trends, optimize performance, and drive informed decision-making.
Design and implement the management infrastructure required for a scaling inbound team, including the creation of Lead roles, standardized Training curricula, and a centralized Knowledge Management system.
Lead the recruitment, training, and management of a high-performing inbound call center team.
Foster a positive work environment that encourages teamwork, motivation, and a focus on quality patient interactions.
Conduct regular performance evaluations, provide constructive feedback, and implement professional development initiatives to enhance team skills.
Manage staffing needs, scheduling, and resource allocation to ensure smooth and efficient operations.
Manage initiatives aimed at keeping patients engaged in their care, working closely with clinical and operational teams to drive engagement efforts.
Ensure that all interactions are patient-centered and in line with the organization’s values of compassionate care.
Take initiative to fully resolve situations regarding patients that may be upset or escalated, speaking to them directly when needed.
Build and scale a robust Quality Management Program that includes call calibration, scorecards, and continuous feedback loops across all teams (in-house and outsourced).
Implement quality assurance processes to monitor patient services, ensuring calls meet compliance standards and provide optimal patient experiences.
Regularly review call center interactions and patient service workflows to ensure high standards of accuracy, professionalism, and confidentiality.
Prepare and present reports on call center performance and patient engagement metrics, identifying areas for improvement.
Continuously evaluate current workflows and identify opportunities for efficiency improvements.
Introduce best practices in inbound call management to enhance both patient experience and operational effectiveness.
Work collaboratively with clinical teams, enrollment operations, and other departments to ensure seamless integration of services and outreach efforts.
Act as the primary point of contact for external BPO (Business Process Outsourcing) partners, managing SLAs, performance reviews, and operational alignment.
Partner with internal and external stakeholders to align call center efforts with broader organizational goals, including patient enrollment, retention, and care coordination.
Participate in the evaluation and implementation of new call center technologies, ensuring alignment with overall business strategy.