Job Description

Summary:

Responsibilities include building and managing the care coordination department, delivering high-quality patient experiences, removing treatment barriers, and fostering collaborative relationships with patients and providers. The role demands a caring, inclusive, and insightful problem solver with excellent communication skills, high energy, and attention to detail. Creativity in developing new care programs is a plus.

Essential Functions:

• Manage daily activities of the Care Coordination Service Center.
• Identify KPIs and analyze data to evaluate and improve team performance.
• Establish quality metrics (response time, resolution time, satisfaction feedback).
• Recruit, train, and onboard new team members.
• Design and implement new tools, programs, processes, and procedures.
• Resolve escalated client issues.

Requirements:

• RN or LPN
• 2+ years managing a healthcare coordination or case management service center.
• 3+ years managing multiple direct reports.
• 3+ years of data analysis to improve service performance.
• Proficiency in office productivity and collaboration tools.

Key Competencies:

• Communication: Clear, persuasive, and responsive in all situations; strong writing and presentation skills.
• Customer Service: Effective in managing difficult situations, prompt and committed to customer needs.
• People Management: Involves staff in decision-making, provides feedback, encourages growth, and fosters quality.
• Caring/Inclusiveness: Creates a supportive and inclusive learning environment, understands cultural diversity.
• Problem Solving: Identifies and resolves problems timely, gathers and analyzes information, develops solutions, works well in group settings.

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