Patient Support Services Manager - Inbound Call Center at Author Health

Author Health is seeking a Patient Support Services Manager to lead its inbound call center operations. The manager will be responsible for bringing the inbound call center in-house, ensuring patient engagement in care, maintaining quality and compliance, and managing the day-to-day operations of the team.

Responsibilities:

• Oversee daily operations of the inbound call center.
• Design and implement workflows for call center and clinic tasks.
• Lead the recruitment, training, and management of the call center team.
• Manage initiatives to keep patients engaged in care.
• Implement quality assurance processes and monitor patient services.
• Identify opportunities for efficiency improvements and implement new strategies.
• Collaborate with clinical teams and other departments.

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.
• Proven experience in call center operations, preferably in healthcare.
• Strong background in managing inbound call teams.
• Experience developing and implementing operational workflows.
• Strong understanding of quality assurance, compliance, and patient engagement.
• Excellent communication, organizational, and problem-solving skills.
• Passion for improving patient care.

What Author Health Offers:

• Retirement savings plan (401k) with company match.
• Low-cost benefits package for employee and dependents.
• Paid vacation and sick leave.
• 9 paid holidays with 2 additional flex holidays.
• Performance-based bonuses.