Patient Support Specialist - Manager

At Blackbird Health, we are dedicated to delivering precision care with impactful outcomes for children, adolescents, and young adults navigating social, developmental, and school-related challenges. Our mission is to offer the highest quality of care through a holistic, community-centered approach. We provide exceptional virtual and in-person care across various specialties and are passionate about fostering a supportive and compassionate work environment.

Position Overview:

As the Manager of Patient Support Specialists, you will oversee a team of Patient Support Specialists, ensuring they deliver exceptional support to our patients throughout their journey to improved mental health. You will be responsible for managing day-to-day operations, implementing best practices, and fostering a collaborative and efficient work environment. Your leadership will be key in driving our commitment to providing seamless and supportive patient experiences from initial inquiry through discharge.

WHY WORK WITH US:

• Comprehensive benefits package; medical and dental coverage is available day 1 of employment
• 401k (with a company match)
• Employer paid life insurance coverage
• Paid time off
• Explore your career advancement potential by receiving opportunities to grow with tenure
• Supportive work culture
• Blackbird Health is made up of intelligent, humble, compassionate and hardworking people. Joining the ranks means you'll have an automatic network to turn to for best practices, professional development, and opportunities to share your expertise
  
  
  
  

Key Responsibilities:

Leadership and Management:

• Supervise, mentor, and develop a team of Patient Support Specialists, providing guidance and feedback to promote professional growth and high performance.
• Conduct regular performance evaluations and manage scheduling to ensure adequate coverage, efficient operations, and optimal patient support outcomes.
• Lead onboarding and training for new Patient Support Specialists, ensuring they are well-equipped to meet role expectations.
  
  

Operational Oversight:

• Develop and implement standard operating procedures to enhance the efficiency and effectiveness of the Patient Support team.
• Monitor and evaluate team performance metrics, addressing any areas for improvement and ensuring adherence to productivity and quality standards.
• Collaborate with other departments to streamline processes and address patient concerns or issues. Stay updated on new technologies, tools, procedures, and products to keep the team informed.
  
  

Patient and Team Support:

• Ensure Patient Support Specialists deliver excellent customer service, demonstrating empathy and professionalism in all patient interactions.
• Address complex patient inquiries or issues escalated from the team, providing resolution and support as needed.
• Foster a supportive and positive team culture, promoting collaboration and effective communication among team members.
  
  

Quality and Compliance:

• Ensure the team adheres to confidentiality and data protection standards, including HIPAA regulations, to maintain patient privacy and secure handling of sensitive information.
• Stay current with industry best practices and regulatory requirements, implementing changes and updates as needed. Support complex customer retention and support cases by providing exemplary customer service and obtaining customer feedback. Coordinate with the Chief of Quality and Education to ensure quality initiatives and improvement tactics are implemented.
  
  

Reporting and Analysis:

• Analyze and report on key performance indicators (KPIs) for the Patient Support team, identifying trends and making recommendations for improvements.
• Prepare and present regular updates to senior management on team performance, patient satisfaction, and operational challenges using various data analytics dashboards, sourcing information from EHR, Luma, Google Suite, and other relevant systems.
  
  

Qualifications:

• Bachelor's degree in Healthcare Administration, Business Management, or a related field.
• Minimum of 2 years of experience in a managerial or supervisory role, preferably in a healthcare or customer service setting.
• Strong leadership skills with a proven ability to manage, motivate, and develop a team.
• Excellent communication, problem-solving, and organizational skills.
• Proficiency with medical EHR systems and a solid understanding of healthcare operations and patient support functions.
• Experience in mental healthcare or a related field is highly desirable.
• Familiarity with Google Suite and other relevant software applications.
• Technologically proficient in managing performance data and reports
  
  
  
  

Blackbird provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Salary Range

$65,000—$70,000 USD