[Hiring] Patient and Family Coordinator Manager @InStride Health

Role Description

InStride Health is seeking an accomplished and dedicated Patient and Family Coordinator Manager to join our dynamic team. The Patient and Family Coordinator Manager is responsible for overseeing the day-to-day activities and performance management of our Patient and Family Coordinators, including but not limited to:

• Enrollment
• Scheduling
• Customer service
• Provider support
• Addressing issues and escalations

In addition to managing the Patient and Family Coordinator team, this role will assist the Senior Director of Operations and other clinical team leaders with identifying and implementing initiatives focused on improving efficiencies and scalability of the team.

Responsibilities

• Team Management: Lead and manage the Patient and Family Coordinator team, providing guidance, coaching, and support to ensure high performance and adherence to team goals and standards.
• Scheduling & Support Management: Oversee the day-to-day activities of a team of support analysts responsible for the scheduling and ongoing support of patients and families in our program.
• Patient and Family Engagement: Monitor the process to engage patients and their families throughout the scheduling process, providing support, information, and resources.
• Quality Assurance: Oversee quality assurance measures that ensure accuracy and reliability of scheduling, adherence to scheduling protocols and related metrics.
• Escalation Management: Serve as a point of contact for escalated issues and inquiries, working closely with internal teams and stakeholders.
• Cross-functional Collaboration: Collaborate with clinical, operations, product, and support staff to coordinate scheduling efforts and address scheduling-related challenges.
• Process Improvement: Collaborate with the Senior Director of Operations and other clinical team leaders to identify opportunities for process improvement and efficiency gains.
• Performance Management: Monitor and evaluate the performance of Patient and Family Coordinators, conducting regular performance reviews and providing feedback.
• Metrics and Reporting: Develop and maintain metrics and reporting mechanisms to track key performance indicators (KPIs).
• Training and Development: Provide training, support, and professional development opportunities to the Patient and Family Coordinator team.
• Stakeholder Communication: Communicate regularly with patients, families, and internal stakeholders to provide updates on scheduling activities and address inquiries or concerns.

Qualifications

• Minimum of 2 years of experience in healthcare operations, with specific experience in patient scheduling, process optimization, and other support functions.
• Strong understanding of scheduling systems and processes, preferably in a healthcare setting.
• Deep customer service orientation with a demonstrated track record of prioritizing the customer experience.
• Knowledge and experience in process improvement, task management, automation, and leveraging AI.
• Excellent organizational, communication, and interpersonal skills.
• Knowledge of regulatory requirements and compliance standards related to patient scheduling and healthcare operations.
• Knowledge and experience in staff training, development, direct supervision, and performance management.
• Ability to adapt to changing regulatory requirements, industry trends, and organizational needs in a fast-paced environment.
• Ability to work independently and professionally in a fast-paced environment.
• Ability to handle sensitive and confidential information in a manner that inspires confidence and trust.

Requirements

• The expected annual salary for this role is between $67,000-75,000. Actual starting salary will be determined on an individualized basis and will be based on several factors including but not limited to specific skill set, work experience, etc.

Benefits

• Generous benefits package (401k with match, Flexible PTO, paid holidays, paid service days, 4 week paid sabbatical, 12 week paid parental leave, health benefits starting on your first day, and more).
• Opportunity to join a mission-driven company that is changing the landscape of pediatric mental health treatment.
• Chance to make a far-reaching impact by helping children and families access desperately-needed, evidence-based care.
• Opportunity to work with talented and experienced team members who have devoted their lives to solving this problem.
• Fully virtual: work from the comfort of your home with periodic in-person retreats.
• Commitment to Diversity, Equity, Inclusion, & Belonging (DEIB).