Manager of Care Coordination

The DuPont Clinic is a referral center for all-trimester abortion and ultrasound-guided procedures, including for abnormal or high risk pregnancies, and for people with complex medical situations who may have difficulty accessing care.  We provide the highest level of medical care and a private experience focused on the individual needs of each patient. The DuPont Clinic is committed to creating an inclusive environment where individuals from all backgrounds feel comfortable. 

As an integral part of our team, the Manager of Care Coordination (MCC) will work directly with the Patient Care Coordinators (PCCs) to speak with people seeking care over the phone, coordinate their travel and funding, and ensure continuity of care with referring providers. 

Responsibilities and Duties: 

Supervision

• Managing the PCC team:
  • Approving vacation and sick leave requests for PCCs.
  • Ensuring coverage when PCCs are away.  
  • Resolving conflict among PCCs or other DuPont Clinic team members. 
  • Providing direct feedback when improvement is needed. 
  • Hiring and training new PCCs. 
  • Supporting PCCs in meeting their SMART goals. 
• Creating systems to ensure PCCs have tools to succeed in their daily work. 
• Working together with the Director of Care Coordination and clinical managers to evaluate how DuPont Clinic can sustainably increase its volume.
• Collaborating with the Asst. Director of Care Coordination to ensure all patients receive accurate information about funding and practical support before their first appointment, and all payments/pledges are entered into Quickbase at the end of each week. 
• Coordinating with partner organizations and funds to ensure accurate practical support and funding information. 
• Assisting with practical support and solidarity funding for all patients.
• Providing accurate and timely responses to questions from the PCCs, directing any clinical questions to clinicians. 
• Representing the PCC team at management meetings, helping to shape the direction of the clinic. 

Patient Services

• Ensuring patients experience high-quality services over the phone, and speak with any patients asking to speak with a manager.
• Supporting and delegating daily functions of the PCC team: answering the clinic phones, scheduling patient appointments, inputting lab orders and records, checking and responding to voicemail and online appointment requests, referring to other clinics/hospitals where appropriate. 
• Coordinating with DuPont Clinic clinicians directly about medical conditions that may affect our ability to safely care for the patient. 
• Ensuring that appointment cancellations are filled quickly and appropriately (prioritizing those with medical complications, minors, funding/practical support, etc.).  
• Collaborating with the communications team on ensuring website and social media content are reflective of the services DuPont Clinic provides.
• Actively demonstrates, promotes, and supports a culture of diversity, equity and inclusion

• Other duties as assigned

Qualifications:

Required Experience: 

• Strong dedication to reproductive health; all-trimester, gender-affirming abortion care; and bodily autonomy.
• Excellent phone customer service skills.
• Highly detail-oriented, able to work on multiple tasks in an organized fashion 
• Ability to communicate clearly and collaborate with team members. 
• Commitment to providing accurate information in a compassionate manner to all people, regardless of their circumstance (substance use, mental health, current or past traumatic experiences, interpersonal violence, etc.)

Preferred Experience:

• Experience in counseling, social work, and/or mental health/substance abuse programs.
• Case management experience
• Bilingual fluency (Spanish is preferred)

Physical and Work Environment

• The Manager of Care Coordination will report to DuPont’s Director of Care Coordination. The typical work schedule will be Monday-Friday, 9AM-5PM (or Tuesday-Friday 9AM-5PM and Saturday 10AM-2PM).
• Considerable amount of time spent at a desk on the phone and using a computer.
• Typical office environment
• All employees are required to be vaccinated as a condition to employment, subject to accommodation.
• This position requires the ability to work under stress and handle multiple project deadlines.  
• The position may require moderate lifting.  
•  Fast-paced, multicultural, collaborative work environment

Benefits

• Benefits package includes: health insurance, 401(k) retirement plan (with a company contribution starting at 6 months), periodic bonuses, paid time off, and 11 paid holidays.

The DuPont Clinic is proud to be an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Salary : $32 - $0