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Call Center Manager

OUR CULTURE - 5 STAR SERVICE

At Physician Partners, we give you the power to transform lives.  Working together as a team to shape the future of healthcare, we are at the forefront of innovation and best practices to improve the health of our communities. Our team provides the platform, technology solutions and new health programs in a collaborative environment to our primary care providers with the sole purpose of achieving Better Health.  Our commitment, our passion and our culture sets us apart from others and is the cornerstone of everything we do. Our team settles for nothing less than a new and profoundly better way of delivering truly proactive health care rather than simply building a better version of the same old reactive sick care model that serves our communities today.

OVERVIEW

The Call Center Manager reports directly to the Health Services Manager overseeing the "My Health Coach" platform. This role works with a telephonic team in our corporate office located in Tampa, Florida. This innovative manager will work to guide their team on the delivery of high quality preventative healthcare to our members. You will collaborate with the health services leadership team to devise solutions to meet our rapidly changing business needs within the markets we serve. The role operates in a fast paced, but highly flexible and engaging environment.

THE WORK

Successful candidate will leverage direct communication with physicians, a suite of company tools, and our in-house technology platform to accomplish these goals.

In this role you will collaborate and partner with physicians, their office teams, and other members of the My Health Coach team to:

  • Foster physician engagement with the Health Coach platform
  • Promote patients timely access to appropriate care
  • Increase utilization of preventative care
  • Reduce emergency room utilization and hospital readmissions

KEY RESPONSIBILITIES

  • Quality assurance in the education and transition of our patients throughout their disease process
  • Communication on an effective level with our physicians in regards to the patients they service
  • Improvement in the overall health outcomes of our members enabling them to experience better health
  • Development of a highly skilled advanced health care team which can assist in ensuring quality of the healthcare delivery
  • Cultivate relationships for the physicians within our network as a resource to fill any gaps in care and quality
  • Respect patients and maintain perfect confidentiality

DESIRED CHARACTERISTICS

  • Exceptional interpersonal and customer service skills
  • Strong problem solving skills with great attention to detail
  • Excellent ability to organize and follow-up
  • Results-oriented
  • Self-directed
  • Adaptable

KEY ATTRIBUTES

  • Motivated
  • Team Player
  • Service-Oriented
  • Confident
  • Passionate
  • Determined
  • Professional
  • Willingness
  • Owns It
  • Consistent

EDUCATION AND EXPERIENCE

  • Three years or more of clinical administrative and call center experience
  • Previous MSO or Health Plan knowledge
  • Educational background in healthcare management and administration

What a Star Case Manager Looks Like:

The Call Center Manager is a critically important part of our team. The role helps cultivate our most important physician relationships. There are no artificial barriers to success, since we are not an ego-driven workplace. We simply value great results. If you are ready to help drive healthcare innovation as part of a winning team, then we want to hear from you!

A "Star" Call Center Manager will drive the My Health Coach platform to the reduction in utilization of acute care services and develop robust relationships with primary care physicians. They will establish the use of patient centered medical home tactics within physician offices, and collaborate physicians and telephonic health coaches to implement innovative care plans for high cost, high needs patients. The Call Center Manager will not only be systematic, but also adapt flexibly to changing priorities as our company identifies new opportunities.

What Success Will Look Like:

  • Reduction in patient utilization of acute care services
  • Changed PCP mindset from fee for service to patient centered medical home
  • Established robust relationships with affiliated physicians
  • Development and implementation of innovative health delivery initiatives within your region
  • Medical Director  involved only at most strategic level of regional activities
  • Improved health outcomes for our members through excellently managed delivery of healthcare

COMPENSATION & BENEFITS

We offer a HIGHLY competitive compensation and comprehensive benefits package:

  • Competitive base salary
  • Medical, dental, vision, disability and life
  • 401k, with employer match
  • Paid time off
  • Paid holidays
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