The Aging Services Manager will be responsible for day to day supervision of the Aging Services Team at the Concierge Service Center to ensure senior members receive high engagement member-centric outreach and care coordination services for inbound senior patient calls, onboarding calls to newly enrolled members of senior plans, Medi-Cal and cash pay senior patients; patients tiered to senior clinics. This position will require strong operational oversight of system modifications, training oversight and problem resolution/escalation with internal departments and external resources, review and training with script modifications consistent with business needs, monitoring performance, identifying, creating and modifying workflows for patient satisfaction and efficiency. In addition to supervising, the position will assist the team with all of their duties and responsibilities. This position will collaborate with Front Office, Back Office functions, Clinic Administrators and Senior focused clinics to ensure handoff standardization, timely problem resolution and patient follow up with focus on optimal patient experience. The position will be responsible for producing, customizing and updating training tools and materials to support team skills and will interface systems analytics and with the Sr. Business Analyst to produce, generate and customize reports to meet business needs.
- Create senior centric, high performing senior Concierge Services for Medicare/ Medi-Cal/Senior tiered managed Medicare (age-in and tiered patient) distribution for call quality, standards and one stop problem resolution.
- Recommend, provide, create and improve handoffs/workflow efficiencies among team, clinics and AltaMed departments.
- Determine concierge center operational strategies by conducting needs assessments, performance reviews that ensure patient satisfaction.
- Provide coaching and feedback, recognize and reward accomplishments and contributions, introduce new processes and procedures, and track performance to achieve set goals.
- Process concierge center exception items, resolve complex issues, review and recommend system modifications, conduct quality reviews, and monitor daily business.
- Collaborate with clinic and site administrators in establishing effective communication model.
- Ensure sufficient staffing levels to ensure service level goals are achieved
- Monitor and review progress of direct reports to ensure consistent concierge level of service, accountability and goal attainment.
- Assist with crisis intervention as needed to guide staff with problem resolution pertaining to patients.
- Create, update and modify training tools for operations and systems.
- Participate in interdisciplinary teams as required/requested
- Discern, coordinate/escalate complex member/patient inquiries and issues with clinics/pertinent departments.
- Ensures quality of communication and accuracy of work using reports/metrics.
- Collaborate with health plans, departments and clinics in establishing workflows and effective communication strategies
- Ability to work with minimal supervision.
- Completes performance evaluations in a timely manner.
- Assists/backs up all team functions.
- Performs other duties as assigned.
- BA/BS degree in social work, business, health care administration (or related field), with 2 years experience at supervisory/ management level; or high school graduate with 5 years of experience at a management/supervisory level required.
- LVN highly desirable.
- Three years experience working in a healthcare/customer service/care coordination environment with senior experience highly preferred.
- Contact center, Customer Relationship Management (CRM)/EHR and/or concierge service center experience preferred.
- Bilingual English/Spanish required.
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