Lead and manage the Patient and Family Coordinator team
Oversee the day-to-day activities of a team of support analysts
Monitor the process to engage patients and their families throughout the scheduling process
Oversee quality assurance measures that ensure accuracy and reliability of scheduling
Serve as a point of contact for escalated issues and inquiries
Collaborate with clinical, operations, product and support staff
Collaborate with the Senior Director of Operations to identify opportunities for process improvement
Monitor and evaluate the performance of Patient and Family Coordinators
Develop and maintain metrics and reporting mechanisms to track key performance indicators
Provide training, support, and professional development opportunities

Minimum of 2 years of experience in healthcare operations
Strong understanding of scheduling systems and processes
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
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 environment
Ability to work independently and professionally in a fast-paced environment

Patient and Family Coordinator – Manager

Key skills