Concert Health is the leading national behavioral health medical group committed to integrating the Collaborative Care model into existing health care practices to improve patients’ lives. We believe everyone, regardless of location or insurance, should have easy access to personalized, high-quality behavioral health support that is guided by the provider they trust.
Our Collaborative Care program effectively targets and treats most behavioral health conditions, while embracing behavioral health as central to the patient's care journey and overall health. With its clinical excellence and operational efficiency, Concert Health is the preferred partner for health systems and medical groups seeking to deliver integrated behavioral health care that is both scalable and sustainable.
Role Overview
The Patient Connection Manager oversees the Patient Connection team, playing a vital role in creating and delivering a 'best in class' patient experience. As the manager, you will ensure smooth team operations and effective collaboration. Your success in this role will be measured by the overall performance of your team and the quality of patient interactions.
Responsibilities
Daily Operations Management: Oversee the daily operations of the Patient Connection team, including: Providing data and reports for administrative supervision. Tracking referrals and working lists, ensuring same-day/next-day outreach on all new referrals and adhering to follow up call attempts to optimize conversion. Triage incoming referrals and handle urgent or risk-flagged cases. Assessing interactions and documentation against established quality standards and providing feedback to the team.
Providing data and reports for administrative supervision.
Tracking referrals and working lists, ensuring same-day/next-day outreach on all new referrals and adhering to follow up call attempts to optimize conversion.
Triage incoming referrals and handle urgent or risk-flagged cases.
Assessing interactions and documentation against established quality standards and providing feedback to the team.
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Workflow Design & Optimization: Build, design, and continuously refine Patient Connection workflows to drive efficiency and scale, including: Designing end-to-end workflows for referral intake, outreach, enrollment, and follow-up that balance speed, quality, and patient experience. Identifying bottlenecks and inefficiencies in current processes and proactively implementing solutions. Applying call center best practices and metrics to diagnose performance and design improvements. Piloting and iterating on process changes, measuring impact against team and company KPIs before scaling.
Designing end-to-end workflows for referral intake, outreach, enrollment, and follow-up that balance speed, quality, and patient experience.
Identifying bottlenecks and inefficiencies in current processes and proactively implementing solutions.
Applying call center best practices and metrics to diagnose performance and design improvements.
Piloting and iterating on process changes, measuring impact against team and company KPIs before scaling.
Team Performance: Be accountable for setting and achieving performance targets for the overall Patient Connection team, supporting and developing individuals in your team to achieve these goals. Building from company plans and targets, set Patient Connection team goals to support overall company goals. Team goals may include: enrollment targets, conversion goals, turn-around-time, call SLAs, and quality metrics. Individual performance expectations for the team may include: activity levels, quality expectations, attendance, and staffing/shift management. Provide recommendations around team structure, balancing cost and revenue opportunities.
Building from company plans and targets, set Patient Connection team goals to support overall company goals.
Team goals may include: enrollment targets, conversion goals, turn-around-time, call SLAs, and quality metrics.
Individual performance expectations for the team may include: activity levels, quality expectations, attendance, and staffing/shift management.
Provide recommendations around team structure, balancing cost and revenue opportunities.
Team Development: Lead the development of the Patient Connection team including, for example: Setting department policies and procedures and ensuring they are documented and adhered to. Establishing and delivering trainings for the team, induction and ongoing. Developing and using dashboards and reports to manage the team.
Setting department policies and procedures and ensuring they are documented and adhered to.
Establishing and delivering trainings for the team, induction and ongoing.
Developing and using dashboards and reports to manage the team.
Cross-Functional Collaboration: Work through the organization, as needed, to deliver improvements for team and patient experience, including for example: Collaborating with clinical leadership to identify and resolve capacity issues in all practices, ensuring calendar availability for patient scheduling. Recommending and delivering end-to-end workflow improvements, feeding back insight and observations to other departments to improve team performance, company performance, and patient experience. Working with other internal stakeholders to support team goals (e.g., reporting, tech, HR).
Collaborating with clinical leadership to identify and resolve capacity issues in all practices, ensuring calendar availability for patient scheduling.
Recommending and delivering end-to-end workflow improvements, feeding back insight and observations to other departments to improve team performance, company performance, and patient experience.
Working with other internal stakeholders to support team goals (e.g., reporting, tech, HR).
Organizational Values: Uphold and drive the values of rigor, service, and trust within the team.
Qualifications/Skills:
Experience: Minimum of 2-3 years leading a patient connection, patient access, call center, or similarly metrics-driven, high-volume operations team, with a proven track record of managing people and holding a remote team accountable to performance goals.
Workflow & Process Design: Demonstrated ability to build and design workflows from the ground up, identify opportunities for improvement, and create efficiencies that measurably improve throughput, conversion, and patient experience.
Call Center Metrics: Strong working knowledge of call center performance metrics (e.g., service level, average handle time, occupancy, abandonment rate, conversion rate) and how to use them to manage and coach a team.
Remote Care Management: Experience in remote patient care or population health program management.
Technical Proficiency: Strong understanding of connected technologies such as Electronic Health Records (EHR) software, care management/population health platforms, and call center technology.
Attributes: Proactive, empathetic, and possess strong communication skills.
Preferred Experience: Behavioral Health or direct patient care experience, medical documentation, medical scheduling, healthcare billing, or revenue cycle operations experience is a plus.
Benefits:
100% remote with employer supplied computer equipment
$50.00/month non-taxable remote stipend
Work/life balance with 10 paid holidays, sick time, and flexible PTO plans
Medical, Dental, and Vision plans effective on the first day of employment
First Stop Health to medically enrolled members and their immediate family members for FREE
Employer paid Short Term Disability and Long Term Disability plans
Employer paid Life and AD&D insurance of $50,000
Employer paid Parental Leave of 12 weeks
401K
Salary Range: $75,000 - $115,000
Come As You Are - You Are Welcome Here
Concert Health is a diverse and inclusive Equal Opportunity Employer; we prohibit discrimination and harassment of any kind in our culture. We are dedicated to providing a safe, equitable, respectful, and supportive work environment to all without regard to race, color, religion, sex, gender, national origin, age, pregnancy, disability, sexual orientation, military or veteran status, genetics, or any other status protected by federal, state, or local laws. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Concert Health employees are expected to comply with this policy. If you share our vision and are good at what you do, come as you are. You are welcome here.
Concert Health is a private behavioral health medical group providing Collaborative Care services to primary care, women's health, and pediatric practices.
