Assistant Manager (Admin Operation)

Assistant Manager

The Assistant Manager will support a team of home-based providers (NPs, PAs, physicians) focused on value-based primary care for older adults. While serving as the lead day-to-day operations coordinator for patient scheduling logistics, ensuring high-quality customer service, and achieving performance targets. This role involves supervising staff, analyzing metrics, and implementing best practices to enhance team productivity and customer satisfaction.

This position is ideal for individuals looking to make a meaningful impact in the healthcare field while working in a supportive team environment. You'll be part of an organization that has demonstrated over 25 years of commitment to innovating healthcare delivery for underserved communities, with opportunities to grow alongside our rapidly expanding multispecialty medical group.

Responsibilities

Administrative Leadership: Leading and coaching a team of non-clinical staff members to align priorities with the program's goals.

Teams with management oversight include Call Center Agents, Scheduling Coordinators, DME Coordinators, and Front Desk Associates. Provide guidance, training, and support to ensure performance standards are met.

Staff Management: Conducting performance reviews, managing human resource topics, and fostering a culture of innovation and open dialogue within the organization. Track key performance indicators (KPIs) and analyze call metrics and referrals to identity areas of improvement and drive results.

Quality Assurance: Review quality dashboards, coaching on encounter documentation, standard work protocols, and using data-driven tools to improve patient outcome and service experience. Conduct regular audits of calls and provide constructive feedback to team members to enhance service quality.

Patient Interaction: Lead team addressing escalated patient-customer inquiries and complaints, ensuring timely resolution and satisfaction.

Reporting: Assist in preparing performance reports for management, highlighting trends and recommendations for improvement.

Other Duties: Projects or tasks assigned by House Calls Management

Program Management & Strategy: Participates in strategic planning, program development, and budget management. Fosters collaboration across clinical operations, IT, and finance teams.

Program Development: Participating in leadership teams to enhance the care model through various projects, and establishing partnerships with healthcare providers, insurance companies, and technology vendors.

Qualifications

• Master's degree in business management and/or Health Care Administration is preferred.

  5-6 years in a supervisory or management role

  Experience planning, implementing and executing large scale projects

  Experience with managing Remote Staff

  Familiarity with Electronic Health Records (EHR)

  Previous experience in Call Center, scheduling logistics, social services, or Front Desk Operations

  Skills & Competencies

  Bilingual: Fluent in Spanish and English (Preferred)

  Excellent communication and public speaking skills

  Knowledge of community resources and services in New York City

  Strong organizational and time management skills

  Cultural sensitivity and ability to work with diverse, underserved populations

  Proficiency in motivational interviewing and health coaching techniques

Equal Opportunity Employer

Essen Health care is proud to be an equal opportunity employer, and we seek candidates who desire to work in and serve an ethnically diverse population.