Patient Care Manager (Administrative)

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Company Overview:

Center for Anxiety is an independent specialty practice that provides evidence-based effective therapy for adults, adolescents, and children. We pride ourselves on delivering exceptional customer service and ensuring customer satisfaction at every interaction. As we continue to expand our operations, we are seeking a highly motivated and customer-focused individual to join our team as a Patient Care Manager in our Manhattan or Brooklyn office. This is an hybrid position.

Job Overview:

The Patient Care Manager is responsible for handling customer inquiries, calendar management, scheduling, resolving complaints, and providing support to our valued customers. The ideal candidate will have excellent communication skills, a positive attitude, and the ability to handle challenging situations with professionalism and empathy. This role requires strong problem-solving skills, attention to detail, and a commitment to delivering an outstanding customer experience.

Responsibilities:

• Respond promptly and effectively to patient inquiries via various communication channels (phone, email, chat, social media, etc.)
• Provide accurate and reliable information to patients regarding services, pricing, and promotions.
• Coordinate and manage scheduling for clinical staff across multiple office locations and virtual platforms. Responsibilities include setting up recurring appointments, adjusting clinician availability, responding to scheduling requests or changes, and ensuring calendars remain accurate and up to date.
• Handle and resolve customer complaints, ensuring customer satisfaction and retention.
• Identify and escalate complex or unresolved issues to the appropriate department or supervisor.
• Maintain customer records and update customer information in the CRM system.
• Collaborate with cross-functional teams to address patient concerns and improve overall patient satisfaction.
• Continuously develop industry knowledge and stay updated on industry trends to provide relevant information to clients.
• Strive to meet or exceed individual and team performance goals and metrics.
• Conduct structured telephone screens, communicate information about our clinical services, determine the goodness of fit and feasibility of treatment for prospective patients, provide information about office policies, coordinate referrals from hospitals and inpatient programs, and manage our group programs such as weekly DBT groups and Intensive Outpatient Programs.
• Oversees various administrative duties within the office, including:
• managing patient reception, coordination of office maintenance, replenishing supplies, and organizing staff events.

Qualifications:

• Ability to commute to our Manhattan office location 3 days per week; this is a Hybrid position.
• High school diploma or equivalent; college degree preferred.
• Proven experience in a customer service role, patient facing; preferably in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
• Strong problem-solving and decision-making skills.
• Ability to remain calm and composed under pressure and handle difficult customer interactions with empathy and professionalism.
• Proficient in using customer service software, CRM systems, and other relevant tools.
• Basic knowledge of Mental Health Industry is a plus.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required.
• Exceptional time management and organizational skills.
• Ability to work effectively both independently and as part of a team.

If you are a dedicated and customer-oriented professional looking to make a difference, we would love to hear from you. Please submit your resume and a cover letter outlining your qualifications for this role to: [email protected]

Pay Range: $50,000-55,000

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Holidays
• Monday to Friday

Ability to Commute:

• New York, NY 10019 (Required)

Ability to Relocate:

• New York, NY 10019: Relocate before starting work (Preferred)

Work Location: In person