Position Summary
Kings County House Calls is seeking an experienced Patient Support Operations Manager to provide leadership and operational oversight of our Triage team, Customer Support Services, and Remote Patient Monitoring (RPM) team. This role combines hands-on team management with performance oversight, patient service, staff development, and process improvement. The Manager will directly oversee all three functions, ensuring clear expectations, strong accountability, effective workflows, and consistent service standards across the teams.
The ideal candidate is an experienced people manager who can lead and develop staff, establish and monitor performance expectations and KPIs, improve workflows, address performance concerns, and strengthen coordination across departments. This individual will play a key role in ensuring patients receive professional, compassionate, responsive, and consistent support throughout their interactions with KCHC.Triage & Patient Support Operations
· Manage day-to-day Triage operations and assigned staff.
· Supervise, coach, and develop employees while establishing clear expectations for performance, communication, documentation, productivity, and follow-through.
· Ensure patient calls, requests, and concerns are handled professionally, promptly, and appropriately.
· Ensure patient concerns are documented, prioritized, routed, escalated, and followed through to resolution.
· Maintain clear escalation pathways between patient-support staff and clinical providers.
· Monitor outstanding patient issues and promote timely follow-up and closure.
· Establish and monitor meaningful performance and service KPIs.
Remote Patient Monitoring (RPM)
· Monitor RPM productivity, patient engagement, workflow completion, and KPIs.
· Establish performance expectations, program goals, and accountability for results.
· Review performance data to identify trends, barriers, and opportunities for improvement.
· Ensure patient concerns and abnormal readings are appropriately escalated to qualified clinical personnel.
· Identify opportunities to improve patient engagement, workflows, and overall program effectiveness.
Patient Experience & Team Performance
· Establish and reinforce professional, compassionate, and responsive patient-service standards.
· Coach employees on communication, de-escalation, service recovery, and follow-through.
· Monitor the quality of patient interactions and ensure complaints and service concerns are appropriately addressed.
· Conduct regular coaching and performance discussions and address performance concerns consistently.
· Identify employee training and professional-development needs.
· Partner with HR on staffing, attendance, performance management, corrective action, and employee-relations matters.
· Foster a culture of accountability, professionalism, teamwork, and patient-centered service.
· Strengthen communication and handoffs across Triage, RPM, clinical providers, CCM, Scheduling, Medical Forms, and other departments.
Required Qualifications
· Previous management or supervisory experience required.
· Demonstrated experience coaching employees, managing performance, and developing staff.
· Strong leadership, communication, organizational, and problem-solving skills.
· Ability to establish expectations, monitor KPIs, and hold teams accountable for results.
· Sound judgment and the ability to recognize when patient or operational concerns require escalation.
· Strong commitment to professional, compassionate patient or customer service.
· Strong follow-through, attention to detail, and ability to collaborate across departments.
Preferred Qualifications
· Management experience in healthcare, patient services, medical-office operations, call-center operations, care coordination, or a related environment.
· Experience with Triage, Remote Patient Monitoring, patient support, or similar healthcare operations.
· Experience developing or improving SOPs, workflows, KPIs, and operational processes.
· Familiarity with HIPAA and healthcare privacy requirements.
· Experience working with EHR/EMR or other healthcare technology systems.
Compensation
$75,000-$90,000 annually, commensurate with experience and qualifications. Final compensation within the posted range will be determined based on relevant management experience, healthcare operations experience, and overall qualifications.
Pay: $75,000.00 - $90,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Life insurance
- Vision insurance
Work Location: In person
