Senior Manager, Patient Services (Vesta Primary Care)

Nice to meet you, we’re Vesta Healthcare

Vesta Primary Care “VPC” is one of Vesta Healthcare's divisions and specializes in primary care. We focus on older adults with long-term home care needs. Our practice serves patients in need of chronic care management, often home-bound, who benefit from a primary care provider who makes house calls. We help these individuals live happier, healthier lives by partnering with their aides and caregivers, as a key part of the care team. We use a combination of in-person and virtual care to provide primary care to our patients. 

We seek team members who are passionate about caring for older adults and collaborating with their caregivers to provide a team-based approach to care. Our team members are patient-centered optimists who always focus on doing what’s best for patients and their caregivers. Our team goes the extra mile to ensure tasks related to patient care are complete, timely and thorough. We see ourselves as being here to improve the quality of life for caregivers and care recipients, allowing them to focus on the important things, like time with one another.

We’re looking to add to our team of experts who care deeply about our mission.  

Our team is passionate, driven, collaborative, intellectually curious, and excited about the opportunity to transform our healthcare system. We're inspired by caregivers and seek to create a platform that recognizes, utilizes and supports the vital role they play.  We strive to continuously learn, explore, experiment and achieve results. We are here to improve the quality of life for caregivers and care recipients, allowing them to focus on the important things (like spending time with their grandkids)

The ideal teammate would be…

An operations manager who provides leadership for the Vesta Primary Care medical practices. This includes serving as New York practice manager and managing a team of Medical Assistants, ensuring that patient related tasks are completed with efficiency and completeness. This role is also responsible for customer service functions for the Vesta Primary Care organization, such as managing phone coverage through a shared call center and enrollment processes. This role is a management function, which contributes to the overall health and success of the VPC practice by prioritizing both business needs and patient care. This role reports to the Director of Operations for VPC. 

The ideal teammate would be able to:

• Provide operational support leadership, with patients and primary care providers as priority customers.
• Oversee the telephone support team for all of Vesta Primary Care (New York + Massachusetts teams combined), ensuring that phone calls to VPC have an answer rate of 80% or greater and customers are satisfied with service.
• Oversee enrollment functions for all of Vesta Primary Care, ensuring efficient enrollment into the practice and timely first appointments.
• Manage customer service concerns, troubleshoot issues, perform service recovery
• Ensure productive and efficient patient appointment schedules for the New York practice.
• Serve as a personnel manager for an operations team of Medical Assistants, ensuring timely completion of patient related activities and adequate training.
• Serve as a growth ambassador for the New York practice, including participation in both in-person and remote growth-related activities, engaging with referral sources and promoting the practice.
• Prioritize achieving KPIs and is data-driven; addresses performance and builds workflows to best achieve KPIs in a timely manner.
• Serve as the “office coordinator” for the New York remote work setting; this includes managing mail, expenses and ensuring staff and necessary supplies to do their jobs.
• Manage and prioritize practice tasks to ensure that urgent needs are met by both the operations and clinical teams.
• Ensure the data integrity to enable accurate billing, patient enrollments vis a vis insurance coverage, accounts payable / receivable and processes are best addressed by the practice. 
• Analyze practice challenges and suggest strategies to address them; “manages up” to leadership as needed to help achieve outcomes of the practice. 
• Implement new workflows and processes in the practice; monitor performance and adherence to new processes.
• Lead with financial responsibility; ensures insurance eligibility for patients seen by practice and optimizes provider schedule
• Model and ensure team adherence to compliance policies, procedures, and standards of conduct. 
• Cover and perform team duties within credentialed “scope of practice” as needed and required for practice success; provides “patient-facing” customer service as needed and estimated to be at least 50% of time.

Would you describe yourself as someone who has:

• An associate degree required, bachelor’s or master’s degree preferred; healthcare-related specialization preferred (e.g. Healthcare Administration/Management, Public Health, Medical Informatics, etc.)
• Experience working in New York and knowledge of the New York healthcare and social services industry and landscape
• The ability to be focused and productive while working from home with a private area in their home/workspace with a reliable internet connection (required)
• Ability, willingness and enthusiasm to travel to the field to promote the practice among referral sources (approximately once a week)
• Bilingual in English/Spanish or Russian (preferred)
• A minimum of 2 years of management experience; preferably in healthcare (required)
• Experience in startup or early market entry environment (preferred)
• Knowledge and understanding of electronic medical records 
• The ability to multitask under pressure; ability to prioritize multiple tasks with value on both patient care and business growth
• Is eager to solve problems and develop sustainable solutions, flexible and enthusiastic about organizational change
• A growth mindset
• The ability to participate in active troubleshooting 
• The ability to lead with both optimism and pragmatism. 

In addition to amazing teammates, we also offer:

• Health, dental, and vision insurance with a choice of many different plans/costs partially subsidized by us
• Paid vacation
• Paid Sick/personal days
• ~12 paid holidays
• One time reimbursement to set up your home office
• Monthly reimbursement for internet or other home office expenses
• Monthly gym reimbursement to be used for gyms membership and classes
• Basic Life & AD&D, Short-term and Long-term Disability Benefits paid fully by us
• Accident insurance, hospital insurance, and critical insurance
• Pre-tax Flex Spending/Dependent Care/Transit accounts
• 401k with up to 4% match

Pay range is $80,0000 - $85,000 annually. (The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level).

If yes, then we look forward to speaking to you!

Vesta Healthcare is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. Vesta Healthcare is an Equal Opportunity/Affirmative Action Employer. Candidates are selected without regard to race, color, religion, sex, national origin, disability, marital status, or sexual orientation, in accordance with federal and state law.

At Vesta Healthcare, we are constantly searching for the most dynamic and best talent to join our team with a mission of empowering caregivers in the home!
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