JOB SUMMARY
The Director of Care Concierge Operations is responsible for leading our exceptional care concierge team members across the country. These concierge team members are serving our clients onsite at their respective locations, in our Patient Support Center, and remotely where/when applicable. The Director of Care Concierge Operations will leverage data to administer & continuously improve best practices for our concierge team. The leader will be instrumental in the recruiting, training, and development of the concierge team members. This role is a key member of the leadership team and reports directly to the Chief Operating Officer.
ESSENTIAL DUTIES AND RESPONSIBILITIES
As Director of Care Concierge Operations, the primary goal will be to ensure we can meet/exceed client value expectations by:
- Recruiting & Hiring top notch concierges with a passion for helping us improve healthcare and maintaining an active pipeline of quality candidates.
- Ensuring we are staffed and prepared to meet the needs of our clients and program managers responsible for our clients including driving the scheduling of concierge staff with program managers input.
- Administering best practices for our Care Concierge team. This will include creating new best practices or modifying existing processes for the better.
- Monitoring concierge team's performance and productivity metrics across all client accounts and intervening when necessary to improve our overall performance.
- Plan and ensure proper training is conducted for our concierge staff, both new hire and remedial
- Assist with managing concierge team HR functions to include management of PTO, payroll, etc.
- Maintain a close working relationship with our program management team to ensure we are meeting the needs of our clients and are up to date on client business objectives.
- Maintaining a close relationship with sales to anticipate and plan for new business.
- Working with program management team to ensure that all credentialed employees are compliant with the hospital's credentialing requirements. This may include contacting employees that are not compliant.
- Providing status updates to the Care Continuity leadership team on current and planned activities.
- Working closely with COO to identify processes or structure modifications necessary to assist in scaling the organization to support rapid growth.
Due to the varied time zones that our team members & clients operate in, the leader must be able to work outside of typical working hours including nights and weekends.
KNOWLEDGE, SKILLS, ABILITIES
- Demonstrate leadership abilities with heavy emphasis on coaching
- Willingness to roll up their sleeves while we build out the structure to support growth
- Exceptional interpersonal skills
- Aptitude for using data to manage performance and productivity
- Ability to identify opportunities for process improvement and enhancement
- Proficient in Microsoft PowerPoint, Excel, and Word
EDUCATION/EXPERIENCE
- Advanced college degree (MBA/MHA preferred)
- 10+ years of relevant work experience preferred
- 5+ years of relevant management experience preferred
WORK ENVIRONMENT
- Office Work Environment
- Hospital Work Environment
- Home Work Environment
TRAVEL
- Occasional travel to client sites as needed (<25%)