Position Summary
The Care Manager leads 1st Pain Specialists’ Referral Coordination and Concierge Care teams, ensuring patients seen by our virtual care physicians experience seamless continuity of care — from accurate, timely referrals to post-visit engagement and follow-up. This is a hands-on leadership role responsible for daily workload allocation, quality oversight, escalation handling, performance reporting, and team development.
Key Responsibilities
Team Leadership & Workload Management
- Supervise and support a team of approximately 11 associates across Referral Coordination and Concierge Care
- Allocate and balance daily workload across both teams; monitor queues (email, EMR, internal portals) to ensure timely processing of referrals and concierge care interactions
- Set clear, function-specific performance expectations and KPIs (referral turnaround time, accuracy and conversion; concierge service quality, patient reactivation, follow-up completion)
- Conduct regular check-ins, coaching, and performance reviews; develop team members for growth
- Manage scheduling, coverage, and time-off requests across in-house and remote team members to maintain consistent service levels
- Onboard and train new team members on workflows, protocols, portals, and documentation standards
Referral Operations
- Oversee end-to-end referral processing: reviewing incoming referrals from virtual care visits, locating appropriate medical facilities, and dispatching referrals accurately and on time
- Perform quality checks on outgoing referrals to ensure accuracy, completeness, and compliance with documentation standards
- Step in to process referrals during high-volume periods or staffing gaps
- Maintain and improve standard operating procedures for referral workflows
Concierge Care Operations
- Lead the Concierge Care team in delivering proactive patient engagement: post-visit follow-up, treatment plan adherence support, satisfaction tracking, and reactivation outreach
- Define and refine service standards, scripting, and escalation pathways for concierge interactions
- Track patient experience metrics (NPS, 30-day reactivation rate, post-visit follow-up completion) and use them to guide team performance
Qualifications
Required
- 3+ years of supervisory or team lead experience, preferably in healthcare operations: referrals, care coordination, patient services, or pain management
- Demonstrated ability to oversee teams that span both transactional/operational work (referrals) and relational/engagement work (concierge)
- Excellent written and verbal communication skills, including comfort communicating with patients in sensitive situations
- Strong organizational skills with proven ability to allocate workload and manage competing priorities
- Sound judgment in handling escalations and sensitive patient situations
- Proficiency with email, web-based portals, and Microsoft Office; ability to build clear reports and dashboards
- High attention to detail and accuracy
- Working knowledge of HIPAA requirements
Preferred
- Experience with medical referrals, prior authorizations, care coordination, or patient experience programs
- Experience supervising remote and hybrid teams
- Familiarity with pain management
- Bilingual (English/Spanish)
Compensation & Benefits
- Comprehensive benefits package including health, dental, and vision insurance
- Paid time off and holidays
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Personal injury law: 1 year (Preferred)
- Management: 2 years (Required)
- Case management: 1 year (Preferred)
Language:
Ability to Commute:
- Sandy Springs, GA 30342 (Required)
Work Location: In person
