Manager, Patient Care Coordination

Form Health is a virtual obesity medicine clinic delivering multi-disciplinary evidence-based obesity treatment through telemedicine. Obesity impacts more than 40% of the US adult population, and although historically only about 1% of patients received medical treatment for their disease, the field of Obesity Medicine is entering a period of rapid growth. Form Health provides high-quality expert care and leverages technology to enhance the patient experience. All Form Health patients work closely with their care team, which includes board certified physicians, advanced practice professionals and Registered Dietitians. Through our proprietary mobile app patients engage in regular video visits, as well as text messaging, photo journaling, digital data transmission, and customized educational materials. We hold ourselves to the highest standards of clinical care, and to treating every individual with empathy and respect. 

Founded in 2019, Form Health is a venture-backed innovative startup with an experienced clinical and leadership team. Our mission is to empower patients and be leaders in Obesity Medicine driving impact at a national scale. We are deeply invested in our core value to put patients first, and also deeply committed to creating a culture where every employee is valued and we learn and improve together. 

About the Role:

We are looking for a Manager, Patient Care Coordination (PCC) who will be responsible for leading and developing the Patient Care Coordination team to provide exceptional support for daily clinical operations and contribute to the growth of the clinical practice and the company. This will be a full-time opportunity, reporting to the Director, Patient Services, but working closely with Product and Clinical leaders. This is a remote role that can be located anywhere in the US, but will require someone who is able and willing to work a 9:00 AM PST - 5:00 PM PST work schedule. 

What You Will Do:

The Manager will directly oversee the quality, efficiency, and compliance of the following patient support functions:

• Team Leadership and Quality Oversight
  • Manage and develop a team of Patient Care Coordinators and Leads, providing coaching, training, and performance feedback to ensure high-quality service and productivity.
  • Ensure high quality interactions for our patients by performing regular quality reviews and coaching based on trends, ensuring consistency in communication, process adherence, and empathetic patient support across all interactions.
  • Partner with our Product and Learning and Development teams to create relevant training material and ongoing communication updates to the team.
  • Complete performance evaluations and assessments for your team members annually.
  • Assist with training and orienting new staff members.

• Clinical Operations and Patient Journey Management
  • Manage our Medical Assistant tasks, such as records review and eligibility determination, pre-visit lab orders, facilitating medical record collection from external providers, and accurately assist with prior authorization coordination and medication refill questions.
  • Direct the seamless coordination of patient scheduling and appointment support, optimizing clinic capacity and minimizing patient wait times.
  • Partner with our clinical leadership team to coordinate PCCs effectively supporting clinicians with tasks, including the accurate inputting of patient vital signs and medical record documentation into the EHR.
  • Manage and resolve patient escalations, ensuring effective and empathetic communication and problem resolution, particularly those related to prescriptions, billing, or scheduling complexity.

• Operational Excellence and Compliance
  • Oversee daily operations of a Patient Care Coordination team, including:
    • Planning daily team coverage and providing support to the team.
    • Supporting the team with any patient issues, questions, or escalations.
  • Implement and drive process improvement initiatives to enhance team efficiency and patient satisfaction (e.g., improving response times, reducing manual tasks).
  • Monitor and analyze key performance indicators (KPIs) and trends to identify areas for improvement and make data-driven decisions.
  • Collaborate with cross-functional teams (Product, Engineering, Marketing) to provide feedback on operational tools and advocate for necessary system enhancements to improve the patient care experience.
  • Ensure the team provides accurate information on membership status, program details, billing concerns, and eligibility questions, escalating complex billing or insurance issues to the dedicated department.
  • Support data collection for tracking clinical performance and quality improvement purposes.
  • Contribute to special projects as directed.

About You:

• 3+ years of experience in a healthcare setting, with at least 2+ years of experience in supervisory or management role preferred
• Active Medical Assistant Certificate
• Experience leading teams in a fast-paced digital health/telehealth environment
• Proven experience in managing and developing teams to provide excellent customer service
• Strong understanding of medical practice operations and professionalism standards
• Excellent verbal and written communication skills
• Highly organized, with strong judgment and prioritization skills. Proven ability to manage multiple tasks and time effectively
• Proficient computer skills, with proficiency in platforms such as Slack and Google Workspace, and the ability to quickly adapt to evolving, custom-built IT systems
• Experience in managing patient escalations and resolving complex issues
• Experience in analyzing data and trends to drive operational improvements
• A passion for helping patients and a commitment to providing outstanding support

More about Form Health’s benefits:

• Competitive salary and equity in a high growth start-up
• Comprehensive health benefits (medical, dental, vision) 
• 401k program
• Flexible work schedules and paid time off
• Paid parental leave

Form Health’s commitment to building a diverse, equitable, and inclusive work environment:

Form Health is committed to creating a culture and environment that celebrates diversity and inclusion, while fostering safety and belonging. This extends from our remote patient care to our corporate offices and everywhere in between. We are looking for team members who want to help us further our Diversity, Equity, and Inclusion (DEI) efforts and who share our attitudes for creating an inclusive, safe, and positive work environment.