Care Manager

Care Manager 1st Pain Specialists Sandy Springs, GA Job Details Full-time $55,000 - $65,000 a year 13 hours ago Benefits Paid holidays Health insurance Dental insurance Paid time off Vision insurance Qualifications Performance dashboard reports Spanish Customer communication HIPAA compliance Management Managing teams in a customer support role Operational management HIPAA English Metrics Reporting Incident Escalation Reporting and dashboarding tools Personal injury law Team development Supervising experience Case management Attention to detail Organizational skills Leading team collaboration initiatives Productivity software Escalation handling Full Job Description Position Summary The Care Manager leads 1st Pain Specialists' Referral Coordination and Concierge Care teams, ensuring patients seen by our virtual care physicians experience seamless continuity of care — from accurate, timely referrals to post-visit engagement and follow-up. This is a hands-on leadership role responsible for daily workload allocation, quality oversight, escalation handling, performance reporting, and team development. Key Responsibilities Team Leadership & Workload Management Supervise and support a team of approximately 11 associates across Referral Coordination and Concierge Care Allocate and balance daily workload across both teams; monitor queues (email, EMR, internal portals) to ensure timely processing of referrals and concierge care interactions Set clear, function-specific performance expectations and KPIs (referral turnaround time, accuracy and conversion; concierge service quality, patient reactivation, follow-up completion) Conduct regular check-ins, coaching, and performance reviews; develop team members for growth Manage scheduling, coverage, and time-off requests across in-house and remote team members to maintain consistent service levels Onboard and train new team members on workflows, protocols, portals, and documentation standards Referral Operations Oversee end-to-end referral processing: reviewing incoming referrals from virtual care visits, locating appropriate medical facilities, and dispatching referrals accurately and on time Perform quality checks on outgoing referrals to ensure accuracy, completeness, and compliance with documentation standards Step in to process referrals during high-volume periods or staffing gaps Maintain and improve standard operating procedures for referral workflows Concierge Care Operations Lead the Concierge Care team in delivering proactive patient engagement: post-visit follow-up, treatment plan adherence support, satisfaction tracking, and reactivation outreach Define and refine service standards, scripting, and escalation pathways for concierge interactions Track patient experience metrics (NPS, 30-day reactivation rate, post-visit follow-up completion) and use them to guide team performance Qualifications Required 3+ years of supervisory or team lead experience, preferably in healthcare operations: referrals, care coordination, patient services, or pain management Demonstrated ability to oversee teams that span both transactional/operational work (referrals) and relational/engagement work (concierge) Excellent written and verbal communication skills, including comfort communicating with patients in sensitive situations Strong organizational skills with proven ability to allocate workload and manage competing priorities Sound judgment in handling escalations and sensitive patient situations Proficiency with email, web-based portals, and Microsoft Office; ability to build clear reports and dashboards High attention to detail and accuracy Working knowledge of HIPAA requirements Preferred Experience with medical referrals, prior authorizations, care coordination, or patient experience programs Experience supervising remote and hybrid teams Familiarity with pain management Bilingual (English/Spanish) Compensation & Benefits Comprehensive benefits package including health, dental, and vision insurance Paid time off and holidays

Pay:

$55,000.00 - $65,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Experience:

Personal injury law: 1 year (Preferred)

Management:

2 years (Required) Case management: 1 year (Preferred)

Language:

Spanish (Preferred) Ability to

Commute:

Sandy Springs, GA 30342 (Required)

Work Location:

In person