CARE Center Manager, Patient Access

Position Focus:

The Coordination, Appointment, Referral & Engagement (CARE) Center at Yale University welcomes applications to the CARE Center Manager position. The CARE Center Manager directly oversees and coaches frontline call center representatives in a fast-paced environment, monitors data and team processes, and drives to improve the services provided by their team. Under the direction of the Operations Director and within a team-based organizational structure, the CARE Center Manager will support and participate in the development and management of staff within one or more department/specialty pods.

The CARE Center is a growing organization which offers streamlined access for Yale Medicine patients and referring physicians, and provides an integrated approach to ambulatory scheduling, nurse triage, referral management, and care coordination.

The CARE Center is open for patient calls Monday-Friday 7am-7pm EDT, with weekend hours required sometimes based on workload.

This is a REMOTE position, with very minimal travel on-site when needed. Must be located within driving distance. 

Essential Duties

1. Manage YM CARE Center staff within one or more department/specialty pod(s). This includes recruiting, coaching, mentoring and developing high performing individuals that function well in a team environment. 2. Manage and support daily department/specialty pod(s) operations to include, but not limited to, incoming calls, referral management, appointment reminders, and in-basket management.3. Manage staff schedules to ensure staffing levels support call volume. Approve and monitor all staff human resource functions including payroll, time and attendance schedules to ensure appropriate coverage for staff within the department/specialty pod(s).4. Identify issues that impede delivery of high quality patient access; develop, implement, and evaluate improvement plans in collaboration with YM CARE Center and departmental leadership.5. Develop and critically evaluate workflows/SOP; making recommendations to YM CARE Center leadership to improve work procedures within the department/specialty pod(s) and YM CARE Center.6. Develop and lead department/specialty pod(s) program initiatives that align with the YM CARE Center mission and vision and report outcomes to YM CARE Center leadership team.7. Monitor calls and other YM CARE Center quality metrics to ensure exceptional customer service. Identify training opportunities for staff and lead efforts to improve performance.8. Analyze access principles and departmental metrics (i.e. RVUs, volume, etc.) and make recommendations for template adjustments. 9. Monitor and analyze monthly CARE Center and departmental (pod) KPIs/SLAs to assess accuracy and effectiveness of processes. Identify trends or items requiring immediate corrective action.10. Serve as a technical and policy resource for department/specialty pod(s) team.11. Communicate, maintain, and uphold adherence to YM and YM CARE Center policies and procedures.12. Remain well versed in all department/specialty pod(s) functions.13. Conduct daily huddles with the department/specialty pod(s) team. 14. Serve as the department/specialty access liaison to patients, physicians, and callers and addresses calls escalated by the scheduling/referral staff as needed. 15. Serve as liaison and partner to the departments and clinics to ensure scheduling guidelines, provider information, and appointment site locations are up to date and being adhered to. Communicate changes to the department/specialty pod(s) team. 16. Report metrics and develop action plans that foster continuous improvement to departments and clinics.17. Attend and actively participate in staff meetings and trainings.18. May perform other duties as assigned.

Required Education and Experience

Bachelor’s degree with 5 years’ experience supervising or managing a service-focused team, or an equivalent combination of education and experience.

Required Skill/Ability 1:

Ability to lead a team in process improvement efforts and to increase metrics and drive performance results. Ability to drive change by guiding individuals and groups toward desired outcomes.

Required Skill/Ability 2:

Outstanding interpersonal skills. Warm and compassionate communication style. Extraordinary customer service skills with proven ability to professionally and effectively interact with all members of the patient's care team, including but not limited to: the patient, parent, primary care provider, etc. Demonstrated actions as a caring and motivated team player.

Required Skill/Ability 3:

High degree of initiative with the ability to use sound independent judgement, critical thinking and decision-making skills to effectively and appropriately coach and manage staff to achieve exceptional results.

Required Skill/Ability 4:

Strong organizational skills with a proven ability to pay attention to detail. Ability to work with all levels of clients and to prioritize numerous tasks.

Required Skill/Ability 5:

Ability to maintain exemplary attendance, punctuality and reliability.

Preferred Education, Experience and Skills:

Experience with EPIC referrals, scheduling (Cadence) and messaging (i.e. In-Basket). Proven record of high performance in the areas of employee management, training and mentoring. Working knowledge of HIPAA regulations and the impact on operations.

Weekend Hours Required?

Occasional

Evening Hours Required?

Occasional

Drug Screen

No

Health Screening

No

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

COVID-19 Vaccine Requirement

The University maintains policies pertaining to COVID-19. All faculty, staff, students, and trainees are required to comply with these policies, which may be found here:

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

EEO Statement:

University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans. Additionally, in accordance with Yale’s Policy Against Discrimination and Harassment, and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.