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…