Job Description

Job Summary

The Patient Support & Care Coordination Manager provides oversight for patient support and care coordination functions within the organization. This position is responsible for ensuring timely, accurate, and patient-centered coordination of referrals, authorizations, scheduling, health information management (HIM), benefit verification and breakdowns, and procedure scheduling.

The manager is responsible for maintaining standardized workflows that support regulatory compliance, revenue cycle performance, access to care, closed-loop referral processes, and a positive patient experience. This position works closely with providers, clinical teams, front office staff, billing, HIM, referral specialists, procedure schedulers, and organizational leadership to identify barriers, improve processes, and ensure patients receive appropriate services in a timely manner.

The Patient Support & Care Coordination Manager provides supervision to assigned personnel, establishes department performance expectations, monitors key performance indicators (KPIs), provides coaching and accountability, and prepares operational reports for leadership.

Essential Duties and Responsibilities

General:

• Provide overall management and direction for the assigned teams on the Patient Support & Care Coordination Team.
• Ensure departmental processes are aligned with organizational policies, FQHC requirements, payer requirements, and applicable regulatory standards.
• Ensure standardized operational workflows and expectations across all areas of responsibility.
• Monitor daily workload and redistribute assignments as necessary to maintain service levels.
• Develop and implement cross-training plans to ensure adequate coverage and continuity of operations.
• Serve as a departmental subject matter expert for operational and Epic workflows related to referrals, authorizations, scheduling, HIM, benefit verification, and procedure coordination.

Staff Leadership and Management

• Participate in recruitment, interviewing, hiring, onboarding, and orientation of department personnel.
• Establish and communicate clear job expectations, productivity standards, and performance goals.
• Manage employee performance promptly and consistently through regular one-on-one meetings, performance reviews, coaching sessions, and corrective action when appropriate.
• Identify training needs and coordinate ongoing education and competency development.
• Ensure staff are appropriately trained in applicable Epic functionality, payer portals, referral workflows, authorization requirements, scheduling processes, HIM workflows, and applicable organizational policies.
• Promote teamwork, accountability, professionalism, and patient-centered culture.
• Establish, monitor, and maintain departmental KPIs and productivity standards.

Reporting and Analytics

• Prepare and analyze bi-weekly, monthly, quarterly, and ad hoc operational reports.
• Identify trends in volume, turnaround time, backlog, productivity, and compliance.
• Provide leadership with recommendations based on data and operational findings.
• Maintain accurate departmental tracking tools and reporting mechanisms.
• Monitor and address workload by employee, region, provider, location, specialty, or work queue as appropriate.
• Assist leadership with determining appropriate FTE levels based on workload and productivity.

Epic and Technology Workflow Management

• Identify workflow issues and communicate necessary system enhancements to appropriate Epic/IT teams.
• Participate in Epic optimization, implementation, and workflow development.
• Monitor work queues and identify opportunities for automation, standardization, or workflow improvement.
• Participate in system upgrades and organizational initiatives affecting departmental operations.

Quality Improvement and Process Development

• Continuously evaluate department workflows for efficiency, accuracy, compliance, and patient experience.
• Lead process improvement initiatives within the department.
• Identify duplication, unnecessary steps, communication gaps, and barriers to patient access.
• Develop and maintain departmental policies, procedures, and workflows.
• Standardize processes across health center locations.
• Use data and staff feedback to identify improvement opportunities.
• Lead implementation of approved process changes.
• Monitor results following implementation and make adjustments as needed.
• Participate in organizational quality improvement initiatives.

Communication and Collaboration

• Maintain effective communication with providers, clinical leadership, front office teams, billing, HIM, IT/Epic teams, and administrators.
• Serve as an escalation point for complex patient support and care coordination issues.
• Facilitate regular departmental and interdisciplinary meetings.
• Communicate changes in policies, procedures, payer requirements, and workflows to staff.
• Promote collaboration between centralized departments and health center locations.
• Address patient or staff concerns professionally and timely.
• Maintain positive working relationships with external specialists, hospitals, insurance companies, and other healthcare organizations.

Patient Experience

• Ensure processes support a positive and efficient patient experience.
• Identify barriers preventing patients from accessing recommended services.
• Develop solutions that improve communication and reduce delays.
• Ensure staff demonstrate professionalism, compassion, confidentiality, and respect when interacting with patients.
• Promote patient-centered processes while maintaining organizational and payer requirements.

Other

• Maintain compliance with all HIPAA and privacy standards
• Maintain compliance with all company policies and procedures
• Monitor compliance with referral, authorization, documentation, and medical record requirements.
• Maintain appropriate documentation and tracking to support audit readiness.
• Other duties as assigned.

Education and/or Work Experience Requirements:

• High School Diploma / GED Required.
• Bachelor's degree in Healthcare Administration, Business Administration, or related field preferred.
• Minimum of 1 year of healthcare experience required.
• Minimum of 1 to 3 years of healthcare leadership or management experience preferred.
• Experience with referrals, authorizations, scheduling, HIM, revenue cycle, care coordination, or patient access strongly preferred.
• Experience managing KPIs, productivity, and staff performance required.
• Experience supervising staff and managing daily operations in a healthcare setting.
• Experience with scheduling, budgeting, productivity reporting, and performance management preferred.
• Strong leadership, coaching, and team-development skills.
• Excellent problem-solving and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced healthcare environment.
• Excellent communication and interpersonal skills.
• Proficiency with electronic health records (EHRs)(Epic preferred)and Microsoft Office applications.
• Ability to analyze reports and use data to drive operational improvements.

Physical Requirements/Working Conditions:

• Work is sedentary in nature; however, the ability to stand and/or walk for periods of one hour intervals; stooping, bending, reaching, lifting approximately 25 pounds is required.
• Position requires manual dexterity for operating standard office equipment.
• Position requires the ability to maintain concentration and attention to detail for long periods of time in order to maintain accurate records pertaining to patient and/or account information.
• Position functions within a normal office environment.
• Some travel to other locations required for meetings and/or trainings

EEO is the Law – Applicants can learn more about our equal opportunity employer status by viewing the federal EEO Know Your Rights poster.

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