Manager, Care Coordination

Summary

Join TailorCare's growing team as a Manager, Care Coordination, overseeing a remote call center team. You will manage daily operations, coach and develop staff, and ensure seamless patient and provider support. Responsibilities include setting performance expectations, driving call center efficiency, and optimizing workflows. You will also maintain standard operating procedures, conduct quality assurance audits, and manage escalated issues. This remote-first position requires a Bachelor's degree, 5+ years of patient support experience, and 2+ years of supervisory experience. TailorCare offers a comprehensive benefits package including paid time off, parental leave, and various insurance options.

Requirements

• Bachelor’s Degree or higher (or equivalent experience)
• Minimum of 5 years of experience in patient support, care coordination, or healthcare operations
• 2+ years of supervisory experience
• Proven ability to coach, develop, and inspire remote team members
• Ability to manage a team in a dynamic, patient-focused environment
• Excellent communication, organizational, and problem-solving skills
• High attention to detail and strong ability to manage multiple priorities
• Proficiency in electronic health records (EHR) systems and related software
• Knowledge of Google Suite products - Google Docs (create and edit correspondence), Gmail and Google calendar (email and calendar management), Google Slides (ability to create and edit slides) – and proficiency in Google Sheets (ability to create, edit, and sort spreadsheets, basic analytical formulas (VLOOKUP, if)
• Phone/Fax system experience

Responsibilities

• Directly manage, coach, and develop a team of Care Coordinators in a call center environment, providing day-to-day guidance and support
• Monitor individual and team performance, providing timely coaching, feedback, and development plans
• Hire, onboard, and train new Care Coordinators to ensure they understand their roles and responsibilities
• Oversee daily call center operations, including staffing, scheduling, metrics, etc
• Drive operational excellence by identifying workflow improvements, increasing call resolution rates, reducing referral processing times, etc
• Ensure team workflows are optimized and aligned with organizational needs and patient priorities
• Develop, maintain, and enforce standard operating procedures (SOP) for care coordination tasks
• Conduct regular audits of documentation and workflows to ensure accuracy, completeness, and compliance with quality standards
• Partner cross-functionally to identify process gaps and lead initiatives to drive continuous improvement
• Manage escalated patient or provider issues to ensure effective and timely resolution
• Ensure accurate and timely documentation of patient interactions and care coordination activities
• Ensure the team meets high standards of patient-centered care, emphasizing empathy, accountability, and results and adheres to organizational guidelines

Preferred Qualifications

• EMR experience, Athena & Epic preferred
• Strong understanding of call center operations and technology preferred

Benefits

• Our generous paid time off (PTO) and holiday plans ensure you have ample time to rest and recharge
• We offer paid parental leave and support a healthy work-life balance, encouraging flexibility and autonomy
• From Day 1, employees enjoy medical, dental, vision, life, and disability insurance, wellness resources and an employer HSA contribution
• We are committed to equitable pay for all team members and support your future goals with a 401k plan that includes employer matching
• We operate as a remote-first company with options for a hybrid work model in Nashville