Job description

Title: Patient and Client Operations Manager
Employment Type: Full-time
Schedule: Monday thru Friday 9:00 AM to 5:00 PM
Location: Hybrid (Remote/onsite)
Compensation: $70,000 - $90,000 annual salary

ABOUT DOCGO

DocGo is transforming healthcare with peerless innovation and on-the-ground care. Our mobile workforce of thousands of full-time traveling clinicians and our proprietary, AI-powered software leverages robust medical record integrations to drastically improve patient outcomes. In our tireless pursuit of high-quality, highly affordable healthcare for all, DocGo makes the impossible possible. We’re revolutionizing the delivery of healthcare and we need an Ops Manager to join us.

JOB DESCRIPTION:

Patient Ops function will be supporting the Clinical and Patient Support Teams in managing the patients of DocGo On-Demand. The primary role of the Ops Manager is to identify and manage the needed resources and services of our patients, including lab follow-up, imaging, social services, remote patient monitoring and specialty care. In addition, you will help us build our platform as we grow our offerings to include RPM, CCM and similar virtual care offerings.

The Client Ops function will interface with our business-to-business relationships in NY and NJ to ensure we are meeting the operational and clinical needs of the clients and patients, including assisting patients and providers with enrollment into various DocGo offerings.

JOB RESPONSIBILITIES:

On-Demand Patient Care:

• Work with operations and providers to establish provider templates and scheduling protocols

• Monitor multi-channel inbound patient requests to ensure timely response and accurate resolutions

• Clinical triage of patient complaints over the phone

• Coordinate with clinical teams in the field to provide accurate and timely information

• Follow-up on care, labs, imaging and ordered services

• Assess new patients by gathering information, reviewing diagnoses, and analyzing medical test results

• Develop plans of care to address the needs of patients that match our growing programs

• Educate patients about their care plan and health care options and help them make key decisions

• Schedule appointments for doctors’ visits, therapies, and other medical services

• Revise care plans based on patients’ progress and input from physicians and other medical providers

• Update patient medical records after each contact

• Offer emotional support for patients and their families

Remote Patient Monitoring:

Designs an operational framework which ensures:

• Optimal program participation and prioritization of at-risk patients

• Adherence with disease-specific treatment guidelines and objectives

• Effective communication among chronic care/virtual care team members, and two-way coordination with relevant OnDemand providers, patient navigators, nursing teams, residential nursing, enrollees, and CEO of Clinical Practice Group or designee.

• Routinely analyze data from the electronic health record to determine patients at highest risk for health deterioration, sentinel events, and/or poor outcomes

Patient care coordination and care management activities which include:

• Assisting enrollees with appointments for OnDemand providers

• Completing or addressing prior authorizations, referrals, and/or medication refills

• Alerting providers when a patient has an issue that needs to be addressed

• Updating care plans as needed

• Supervising the transition of care for patients discharged from the hospital or ER within 24- to 48-hours to prevent readmission and related complications

• Evaluate and provide appropriate follow-up care for recently discharged patients to prevent further disease exacerbation, complications, or additional ER or hospital utilization.

• Other services deemed necessary to both the organization’s and patient’s goals.

• Collaborates as needed across disciplines to coordinate care

• Uses technology as a platform for patient care, navigates computer and other devices in the delivery of care.

Client Responsibilities:

• Serve as a client-facing member of the operations leadership team and a point of contact for client representatives

• Communicate client needs and updates to all necessary DocGo departments

• Monitor and maintain client relationships with current DocGo partners

• Ensure quality and productivity of staff performance through performance evaluation and counseling

• Ensure proper communication of all company and client policies to all staff members timely and effectively

• Schedule staff as necessary to fit business demands

• Recommend effective changes to schedule for selected employees to fit demands as necessary

• Generate employee productivity and satisfaction reports to the appropriate stakeholders in the business

• Make recommendations to improve operational efficiency

• Maintain company compliance with OSHA regulation.

• All other duties as assigned

QA/QI Responsibilities:

• Develop a quality program and implement KPI’s for team of inbound agents to drive best-in-class service and performance accountability

• Implement daily QA/QI related to the program

• Other duties as assigned

QUALIFICATIONS:

• Minimum of two years of experience as a Registered Nurse licensed in NY

• Active and current BLS or ACLS certification required

• Supervisor experience required; people management experience required

• Must possess leadership and supervisory ability and the willingness to work harmoniously with and supervise other personnel

• Emergency Department, Urgent Care, Internal Medicine, Hospital – Critical Care, Family Practice or other relevant areas experience preferred

• Must have reliable transportation as the position requires routine on-site visits to client locations across the Glens Falls/Albany area

EEO/AAP Statement: DocGo is an equal opportunity employer. We acknowledge and honor the fundamental value and dignity of all individuals. We pledge ourselves to crafting and maintaining an environment that respects diverse traditions, heritages, and experiences. DocGo is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the applicant a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of the position.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

shipshapebody.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, shipshapebody.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, shipshapebody.com is the ideal place to find your next job.