Patient and Family Coordinator Manager

About the Role

InStride Health is seeking an accomplished and dedicated Patient and Family Coordinator  Manager to join our dynamic team. The Patient and Family Coordinator Manager is responsible for overseeing the day to day activities and performance management of our Patient and Family Coordinators, including but not limited to enrollment, scheduling, customer service, provider support, addressing issues and escalations, and more. In addition to managing the Patient and Family Coordinator team, this role will assist the Senior Director of Operations and other clinical team leaders with identifying and implementing initiatives focused on improving efficiencies and scalability of the team. 

Responsibilities: 

• Team Management: Lead and manage the Patient and Family Coordinator team, providing guidance, coaching, and support to ensure high performance and adherence to team goals and standards.
• Scheduling & Support Management: Oversee the day-to-day activities of a team of support analysts responsible for the scheduling and ongoing support of patients and families in our program. Ensure appointments are efficiently booked and coordinated to minimize time to care, meet enrollment targets, and optimize patient/family experience. Provide ongoing support for patients/families in our program as well as our internal care team. 
• Patient and Family Engagement: Monitor the process to engage patients and their families throughout the scheduling process, providing support, information, and resources to facilitate their journey through our program. Manage a reduced number of patients and families to stay knowledgeable in workflows and challenges. 
• Quality Assurance: Oversee quality assurance measures that ensure accuracy and reliability of scheduling, adherence to scheduling protocols and related metrics, and compliance with regulatory requirements and organizational policies. 
• Escalation Management: Serve as a point of contact for escalated issues and inquiries, working closely with internal teams and stakeholders to resolve complex issues and ensure timely resolution.
• Cross-functional Collaboration: Collaborate with clinical, operations, product and support staff to coordinate scheduling efforts, address scheduling-related challenges, identify product and process improvements, and optimize resource allocation to meet patient needs. 
• Process Improvement: Collaborate with the Senior Director of  Operations and other clinical team leaders to identify opportunities for process improvement, efficiency gains, and scalable growth planning.
• Performance Management: Monitor and evaluate the performance of Patient and Family Coordinators, conducting regular performance reviews, providing feedback, and overseeing day-to-day needs, including PTO/sick time to drive accountability and continuous improvement.
• Metrics and Reporting: Develop and maintain metrics and reporting mechanisms to track key performance indicators (KPIs), monitor team performance, and identify trends or areas for improvement.
• Training and Development: Provide training, support, and professional development opportunities to the Patient and Family Coordinator team to ensure they have the knowledge, skills, and resources to perform their roles effectively and deliver exceptional service to patients and families. Identify development pathways for staff to advance in their careers and offer regular feedback and guidance.
• Stakeholder Communication: Communicate regularly with patients, families, and internal stakeholders to provide updates on scheduling activities, address inquiries or concerns, and solicit feedback to inform process improvements. Oversee and handle any escalations from patients/families and our care team. 

What You Need to Succeed in the Role

• Minimum of 2 years of experience in healthcare operations, with specific experience in patient scheduling, process optimization, and other support functions. 
• Strong understanding of scheduling systems and processes, preferably in a healthcare setting. 
• Deep customer service orientation with a demonstrated track record of prioritizing the customer experience. 
• Knowledge and experience in process improvement, task management, automation and leveraging AI.  
• Excellent organizational, communication, and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and engage with patients and families. 
• Knowledge of regulatory requirements and compliance standards related to patient scheduling and healthcare operations. 
• Knowledge and experience in staff training, development, direct supervision, and performance management.
• Ability to adapt to changing regulatory requirements, industry trends, and organizational needs in a fast-paced and dynamic environment.
• Ability to work independently and professionally in a fast-paced environment; ability to be flexible
• Ability to handle sensitive and confidential information in a manner that inspires confidence and trust

The expected annual salary for this role is between $67,000-75,000. Actual starting salary will be determined on an individualized basis and will be based on several factors including but not limited to specific skill set, work experience, etc.