Customer Success Patient Care Manager
- Delegate responsibilities and establish clear deadlines for a diverse team of leaders supporting patient care and client success.
- Maintain strong, proactive relationships with key clients by addressing needs quickly, resolving issues effectively, and ensuring a consistently positive experience.
- Coordinate coverage, scheduling, time off, after hours & on-call team schedule and responsibilities.
- Analyze necessary data to ensure staffing metrics
- Create and maintain Saturday Schedule for Patient Care Department
- Maintain PTO calendar for Patient Care team ensuring a fair and equal schedule
- Analyze data and implement ways to reduce manual tasks for the Patient Care Team.
- Work closely with our Pharmacy Management System, BestRx, to create more efficient workflows and create new tickets to improve processes
- Collaborate cross-functionally with Gifthealth teams (account management, engineering, product, and sales) to provide recommendations on process improvements to enhance patient experience and reduce manual tasks for the Patient Care Team.
- Communicate all updates and new features to the necessary teams
- Lead team meetings for the Patient Care Team
- Ensure end of day checklists and monthly audits are completed by Patient Care leadership team members
- Ensure Zendesk wait time and calls in queue remain under suggested time and number
- Facilitate 1:1’s with all direct reports
- When necessary, successfully triage issues to other teams; engineering, account management, RPH, etc.
- Facilitate new employee onboarding and support ongoing training and development for PCR’s and PCR Supervisors
- Assist with recruiting - Help to grow and develop the Patient Care Team while creating a high performance culture built around achievement, productivity, retention, and employee growth.
- Create a motivating and positive team environment with an open communication culture
- Recognize high performance and work with HR to reward accomplishments
- Ensure the entire team maintains confidentiality of PHI and abides by HIPAA and Software Security policies and trainings
- Consistently demonstrate strong interpersonal and communication skills to facilitate collaboration
- Excellent written and verbal communication skills along with active listening - the ability to manage multiple tasks with exceptional organizational skills and attention to detail.
- Ability to work well under pressure and to handle criticism well, turning a negative customer experience into a positive outcome
- Ability to remain patient and calm during stressful situations
- Experience in a fast-paced environment and use of technology to solve problems quickly.
- Experience working with ticketing systems and scheduling softwares (Zendesk, Slack, Paylocity, etc.)
- Passion for going above and beyond, taking initiative, and thriving in a fast-paced, change-heavy environment
- In-depth knowledge of performance metrics
- Decision-making skills
- A strong sense of patience and a friendly disposition while communicating with a variety of personality types
- A skilled multi-tasker who can set priorities and manage time effectively
- Excellent problem-solving skills with a keen eye towards improving processes
- CPhT is preferred, but we can also facilitate getting this certification within 120 days.
- Location: Hybrid Columbus
- Schedule: Full-time
- May require additional availability or flexibility for escalations.
- Regular meetings with teams, departments, or leadership to ensure alignment.
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