Patient Connection Manager

Concert Health
United States
Workplace: RemoteFull timeUSD 75,000 - 115,000 annuallyFunction: Customer Success & Account ManagementExperience: 2-3 yearsSkills: ["Communication","Empathy","Proactivity"]

Oversee the Patient Connection team to deliver a best-in-class patient experience. Manage daily operations, including referral triage, same-day/next-day outreach, follow-up attempts, and quality feedback. Design and optimize end-to-end workflows for intake through follow-up, using call center metrics and dashboards to improve throughput, conversion, and KPIs. Lead a remote team, set goals, develop training and policies, and collaborate with clinical, tech, HR, and other stakeholders to resolve capacity and workflow issues.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Concert Health
Concert Health
3 days ago

Patient Connection Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Oversee the Patient Connection team to deliver a best-in-class patient experience. Manage daily operations, including referral triage, same-day/next-day outreach, follow-up attempts, and quality feedback. Design and optimize end-to-end workflows for intake through follow-up, using call center metrics and dashboards to improve throughput, conversion, and KPIs. Lead a remote team, set goals, develop training and policies, and collaborate with clinical, tech, HR, and other stakeholders to resolve capacity and workflow issues.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Oversee daily operations of the Patient Connection team, including providing reports, tracking referrals and working lists, and ensuring same-day/next-day outreach with appropriate follow-up attempts.
  • •Triage incoming referrals and manage urgent or risk-flagged cases.
  • •Assess interactions and documentation against quality standards and provide feedback to improve performance.
  • •Design and optimize end-to-end Patient Connection workflows (referral intake, outreach, enrollment, and follow-up), identifying bottlenecks and piloting changes against team and company KPIs.
  • •Set and achieve team performance targets, lead remote team development with policies, procedures, training, dashboards, and collaborate cross-functionally to improve capacity, scheduling, reporting, tech, and HR outcomes.

Pay and Benefits

Salary: USD 75,000 - 115,000 annually
Perks:Remote WorkHealth InsuranceDentalVisionPaid HolidaysSick TimePaid LeaveParental Leave401kLife InsuranceShort TermLong Term

Key Requirements

  • •2-3 years leading a patient connection, patient access, call center, or similarly metrics-driven high-volume operations team, with experience managing people and holding a remote team accountable to performance goals.
  • •Demonstrated ability to build and design workflows from the ground up to improve throughput, conversion, and patient experience.
  • •Strong working knowledge of call center performance metrics (e.g., service level, average handle time, occupancy, abandonment rate, conversion rate) and how to coach using them.
  • •Experience in remote patient care or population health program management.
  • •Strong understanding of connected technologies such as Electronic Health Records (EHR) software, care management/population health platforms, and call center technology.
Experience:2-3 yearsHealthcarePopulation healthCall center
Skills:CommunicationEmpathyProactivity
Tech Stack:Electronic Health Records (EHR)Care managementPopulation health platformsCall center technology

Company Brief

Concert Health
Provides virtual-first musculoskeletal care and clinical programs for employers, health plans, and health systems, combining telehealth, care navigation, and physical therapy to improve outcomes and reduce costs for MSK conditions.
Industry: HealthTech
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Boston, United States
WebsiteLinkedIn