Manager, Patient Care Coordination

🕒 June 1

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FORM │ Virtual obesity medicine clinic

WebsiteLinkedInAll Job Openings

11 - 50 employees

⚕️ Healthcare Insurance

🧘 Wellness

📡 Telecommunications

💰 Series A on 2021-04

Healthcare Insurance • Wellness • Telecommunications

FORM is a virtual obesity medicine clinic that offers personalized, science-based weight loss programs. Patients have access to a Board-certified weight loss physician and a Registered Dietitian to develop a tailored plan that encompasses behavioral health, nutrition, physical activity, and FDA-approved medications, if appropriate. Utilizing the Form Health app, patients can engage in frequent video visits, message their Care Team, and monitor their progress. FORM partners with employers, health plans, and health providers to offer comprehensive obesity care. Their services are covered by national health insurance plans, including Medicare, focusing on a healthier future for their clients.

📋 Description

• Manage and develop a team of Patient Care Coordinators and Leads, providing coaching, training, and performance feedback to ensure high-quality service and productivity. • Ensure high quality patient interactions by performing regular quality reviews and coaching based on trends, ensuring consistency in communication, process adherence, and empathetic patient support across all interactions. • Partner with Product and Learning and Development teams to create relevant training material and ongoing communication updates to the team. • Complete performance evaluations and assessments for your team members annually. • Assist with training and orienting new staff members. • Manage and resolve patient escalations, particularly those related to prescriptions, billing, or scheduling complexity. Review escalation trends and ensure we have the appropriate training and resources in place to improve our care delivery. • Oversee the team’s delivery of comprehensive patient support, which includes acting as the primary point of contact for communication between patients and their care team; receiving, triaging, and resolving incoming clinical messages to/from clinicians; and conducting regular outgoing communications to ensure consistent patient engagement. • Coordinate the team’s support for clinicians, ensuring the effective execution of essential medical assisting tasks such as supporting pre-visit lab orders, facilitating medical records and prescription-related tasks (like prior authorization and medication refills), and accurately inputting patient vital signs and medical record documentation into the EHR. • Lead and manage ongoing cross-functional projects and patient communication campaigns. Oversee daily operations, including planning team coverage and support for patient issues or escalations. Monitor and analyze key performance indicators (KPIs) and trends to ensure the team consistently meets message response and task completion times. Implement and drive process improvement initiatives to enhance team efficiency and patient satisfaction. • Provide hands-on monitoring and support for the team's core functions, ensuring quality and efficiency in managing all aspects of the patient journey. These functions include supporting patient scheduling, resolving prescription issues, answering billing questions, facilitating care team transitions, performing pre-charting, and placing lab orders. Direct the team’s administrative support for clinicians and ensure collaboration with cross-functional teams (Product, Engineering, Marketing) by providing feedback to advocate for system enhancements.

🎯 Requirements

• 3+ years of experience in a healthcare setting, with at least 2 years of experience in a supervisory or management role preferred • Active Medical Assistant Certificate • Experience leading teams in a fast-paced digital health/telehealth company • Proven experience in managing and developing teams to provide excellent customer service. • Strong understanding of medical practice operations and professionalism standards. • Excellent verbal and written communication skills. • Highly organized, with strong judgment and prioritization skills, and a proven ability to manage multiple tasks and time effectively. • Proficient in computer skills and platforms such as Slack and Google Workspace, with the ability to quickly adapt to evolving, custom-built IT systems. • Experience in managing patient escalations and resolving complex issues. • Experience in analyzing data and trends to drive operational improvements. • A passion for helping patients and a commitment to providing outstanding support. • Ability to work a Monday-Friday schedule that starts no earlier than 10:00 AM EST / 7:00 AM PST.

🏖️ Benefits

• Competitive salary and equity in a high growth start-up • Comprehensive health benefits (medical, dental, vision) • 401k program • Flexible work schedules and paid time off • Paid parental leave