Care Support Manager

If you are a current Duly/SBC/QMG employee, please apply through the Internal Career Site.

At Duly Health and Care, you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do.

With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.

Benefits:
• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

JOB DESCRIPTION

The Care Support Manager provides proactive leadership in a fast-paced call center environment, with total ownership of their queues, agent performance, and department-wide performance KPIs. This role leads the scheduling team directly in achieving and exceeding departmental productivity goals and metrics and enhanced patient satisfaction. The Care Support Manager provides hands-on guidance and support for agents, leads by example, and serves as a coach and mentor for all team members. Workforce Management, Training, Quality, and Transformation are partners this role leverages as tools to drive success, but ultimate accountability for queue, agent, and department performance rests with the Care Support Manager. This role will also collaborate with, and serve as a liaison for, any partnered departments.

MAJOR RESPONSIBILITIES

Manage daily operations of Central Scheduling department to ensure patient needs are met while maintaining Duly Health and Care service standards, with total ownership of queue and agent performance. (40%)

• Monitors work queues, and phone system performance, in real time, taking direct ownership of resolving any performance gaps and ensuring compliance with departmental metrics and standards.
• Partners with providers and operations managers to identify and resolve barriers to patient scheduling.
• Identifies and leads resolution of process improvement opportunities, partnering with the Transformation team as a resource.
• Directly monitors agent compliance with Policies and Procedures and owns performance-related concerns from identification through resolution, including coaching, performance improvement plans, and corrective action.
• Provides direct coaching, mentoring, and development for all agents to ensure daily operations align with departmental objectives, partnering with the Training team as a resource to build and deliver development plans.
• Conducts regular call monitoring, quality audits, and calibration sessions with the Training and Quality team to ensure consistent, compliant, and patient-centered interactions, including proper handling of protected health information (PHI).
• Ensures new agents complete onboarding, training, and certification requirements, including a structured nesting period, before independently handling patient calls.

Evaluates the effectiveness of processes and workflows to identify areas of improvement, owning outcomes from design through implementation. (20%)

• Partners with Operations and Transformation to ensure scheduling protocols remain current and are fully tested prior to being built into Epic.
• Conducts ongoing evaluation of departmental processes and procedures to identify process improvement needs, leveraging the
• Transformation team as a resource to design and implement solutions.
• Maintains awareness of organizational processes, procedures, and systems required to capture and report patient demographic information, insurance verification, and other data that impacts the scheduling process.
• Improves efficiency and effectiveness in operations by reviewing key work processes, owning the outcome of all improvement initiatives to ensure that departmental goals are reached.

Owns queue, agent, and department performance KPIs, tracking trends in daily performance metrics to ensure appropriate staffing levels are maintained. (25%)

• Analyzes Scheduling, performance, and resource management, holding full accountability for queue and department results against established goals.
• Partners with the Workforce Management team as a resource to ensure optimal staffing schedules are in place to accomplish daily work demands, notifying the Director of staffing needs as they arise.
• Collaborates with other Managers to provide staff assistance and support as staffing needs arise.Leverages call quality, average handle time (AHT), and patient satisfaction (CSAT) metrics to drive individualized, data-informed coaching and performance plans.

Directly manages agent performance, providing the frontline leadership (15%)

• Conducts regular one-on-ones, coaching sessions, and performance reviews with all agents.
• Owns the full performance management cycle for agents, including recognition, performance improvement plans, and corrective action, partnering with HR as needed.
• Proactively monitors team engagement and retention—conducting stay interviews, recognizing strong performance, and identifying high-potential agents for growth and succession planning—to reduce attrition in a high-volume environment.
• Serves as the primary point of escalation and support for agents on daily operational questions and issues, leveraging Workforce Management, Training, and Transformation as resources when needed.

EDUCATION AND EXPERIENCE

Required:

• Bachelor’s Degree - Health Administration, Business Management, Nursing, or related field preferred.
• 5+ years in a call center leadership role (required)

Preferred

• 5+ years in a healthcare setting (preferred)
• Epic experience (preferred)
• Five9 experience (preferred)

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent communication skills (written and verbal)
• Knowledge of call center phone systems functionality, including phone scripting, workgroups, decision trees, skill-based routing, proficiency levels, etc.
• Able to create and manage phone system reports.
• Proven ability to analyze phone system reporting data to identify patterns, and trends.
• Excellent interpersonal skills.
• Able to work independently and as a member of a team.
• Able to communicate and collaborate with all levels of the organization.
• Knowledge of HIPAA and other healthcare regulatory compliance requirements as they apply to patient scheduling and call handling.
• Experience with call quality monitoring/scoring platforms and structured coaching methodologies.
• Skilled in employee engagement, retention, and succession planning strategies within a high-volume call center environment.

The compensation for this role includes a base pay range of $79,255 - $90,000, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.