Integrated Care Manager

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Job Title: Integrated Care Manager - Medical Triage Call Center, RTM Program, and RN Triage E-Visits

Location: Phoenix, AZ

Position Type: Full-Time

Job Summary:

The Integrated Care Manager is responsible for managing the Medical Triage Call Center, implementing and overseeing the Remote Therapeutic Monitoring (RTM) program, and coordinating RN Triage E-Visits. This role also includes scheduling patient follow-up visits and procedures in alignment with treatment plans. The Integrated Care Manager will supervise both remote and in-person teams, ensuring efficient workflows, high-quality patient engagement, and seamless integration of services to improve patient outcomes.

Key Responsibilities:

1. Medical Triage Call Center Oversight:

• Manage the daily operations of the Medical Triage Call Center to ensure patients receive timely and accurate triage services.
• Lead a team of clinical and administrative staff, overseeing their performance, training, and development.
• Develop and implement call center protocols and processes to optimize patient experience and triage accuracy.

2. Implementation and Management of RTM Program:

• Oversee the rollout and ongoing management of the Remote Therapeutic Monitoring (RTM) program, integrating it into the care delivery model.
• Train and support healthcare staff on RTM protocols, ensuring adherence to best practices.
• Monitor program performance and patient engagement, using data insights to improve RTM program effectiveness and patient outcomes.

3. Coordination of RN Triage E-Visits:

• Supervise and coordinate RN Triage E-Visits, facilitating the delivery of virtual nursing assessments for timely and accessible patient care.
• Manage patient scheduling for E-Visits and follow-up visits based on treatment plans and clinical priorities.
• Ensure effective communication between the triage team, RTM coordinators, and providers to support comprehensive patient care.

4. Scheduling Coordination for Patient Follow-ups and Procedures:

• Coordinate patient scheduling for follow-up visits, tests, and procedures, ensuring alignment with individualized treatment plans.
• Communicate with clinical teams to confirm schedules, adjust appointments, and handle cancellations or rescheduling.
• Address patient questions and concerns regarding appointment scheduling to ensure continuity of care.

5. Staff Training & Development:

• Lead training sessions for call center staff, RTM coordinators, and triage nurses on technology, workflow protocols, and patient communication.
• Regularly assess team members' skills, providing feedback and development opportunities to enhance their competencies.
• Ensure compliance with healthcare standards, including HIPAA, and implement updates to policies and training as needed.

6. Quality Assurance & Continuous Improvement:

• Implement quality control measures across all services to ensure high standards of care, patient satisfaction, and efficiency.
• Regularly review and refine workflows to improve program integration, communication, and patient outcomes.
• Conduct regular performance assessments, gathering patient feedback and analyzing program data to drive continuous improvement.

Qualifications:

• Education: Minimum of a high school diploma or equivalent; additional certifications in healthcare management, project management, or relevant fields are preferred.
• Experience:
  • 3-5 years of experience in healthcare with a focus on managing remote and in-person teams, project management, and patient care coordination.
  • Proven track record in leading and developing healthcare teams in a clinical or healthcare call center environment.
• Skills:
  • Strong leadership and project management skills, with experience managing multiple, concurrent projects.
  • Proficient in using healthcare technology systems, including EHRs, call center management software, and scheduling platforms.
  • Excellent communication, problem-solving, and interpersonal skills, with the ability to collaborate effectively with clinical and non-clinical staff.
  • Knowledge of HIPAA compliance and best practices in patient data protection.

Preferred Qualifications:

• Certification in project management (e.g., PMP) or healthcare management.
• Experience with call center operations, telehealth, and remote patient monitoring programs.
• Familiarity with patient engagement strategies, chronic care management, and population health.

Equal Opportunity Employer: Advanced Spine and Pain, LLC is committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration without regard to race, religion, gender, or other characteristics.