Location US-

ID 2025-8969

Category

Patient Engagement

Position Type

Full-Time

Remote

Yes

HarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, HarmonyCares operates home-based primary care practices in 14 states. HarmonyCares employs more than 200+ primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model.

Our Mission – To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care.

Our Shared Vision – Every patient deserves access to quality healthcare.

Our Values – The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.

Why You Should Want to Work with Us

• Health, Dental, Vision, Disability & Life Insurance, and much more
• 401K Retirement Plan (with company match)
• Tuition, Professional License and Certification Reimbursement
• Paid Time Off, Holidays and Volunteer Time
• Paid Orientation and Training
• Great Place to Work Certified
• Established in 11 states
• Largest home-based primary care practice in the US for over 28 years, making a huge impact in healthcare today!

More details about the benefits we offer can be found at https://careers.harmonycares.com/benefits.

The Manager – Operations Patient Engagement will lead and develop a team of Patient Engagement Specialists (PES) to exceed scheduling and growth goals. The Manager – Operations Patient Engagement will develop and implement scheduling strategies, trainings and coaching for the PES team and also develop and maintain strong relationships with other internal stakeholders. Continuous evaluation of the scheduling process using data to identify opportunities and implement improvements for individuals and the team is expected while maintaining quantifiable high accuracy, quality and patient service.

Essential Duties and Responsibilities

• Responsible for staffing, performance reviews and ensuring completion of all need training for their team
• Develop and monitor staff schedules to support business needs and exceed goals and targets
• Provide intra-day monitoring of service levels and other KPIs, making adjustments to team allocation as necessary
• Provide a point of escalation to address patient concerns and customer issues, both internally and externally
• Support development of training and closely monitor onboarding for new team members
• Create, manipulate, and leverage standard reports to understand trends, speak to team performance, and identify improvement opportunities
• Support development of new reports to further enhance business outcomes and team growth
• Partner with leaders across Central Operations and the HarmonyCares organization as a whole to ensure goals and targets are met
• Professionally solution to address cross-department issues
• Identify process inefficiencies, bottlenecks, and areas for improvement within the team and larger organization
• Develop and implement processes and enhancements to current processes to improve patient experience, operational efficiencies, and business outcomes
• Other duties as assigned

Required Knowledge, Skills and Experience

• Associates degree or 2 years of leadership experience
• Ability to multi-task while given competing priorities
• Excellent communicator with an uplifting and personable manner with outstanding phone etiquette
• Excellent written communication skills with success in providing notes, updates, and written communications via computer systems
• Demonstrated written and verbal communications skills
• Ability to work in a fast-paced, healthcare environment
• Ability to communicate in an empathetic, compassionate, and professional demeanor at all times
• Ability to problem solve with demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely manner
• Ability to analyze problems and resolve issues in a rapid, direct and complete manner

Preferred Knowledge, Skills and Experience

• Bachelor’s degree
• 2 years of experience and success in exceeding individual or team goals in healthcare, call
  center, operations, coordination, patient engagement or similar position
• Working knowledge of healthcare industry

USD $90,000.00/Yr.

USD $65,000.00/Yr.

Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related considerations.

HarmonyCares and HarmonyCares Hospice are not affiliated with Harmony Hospice Care. HarmonyCares Hospice does not conduct business in OH. HarmonyCares Hospice conducts business in MI, VA, WI, TX, IN, IL.

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