CARE Center Manager, Patient Access

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Overview

Under the direction of the Operations Director and within a team-based structure, the CARE Center Manager, Patient Access, is responsible for building, developing, and leading a team that delivers exemplary service to patients and providers. This role involves managing staff, monitoring metrics and performance, and ensuring high-quality customer service. The CARE Center Manager oversees frontline call center representatives, monitors data and processes, and strives to improve services. The CARE Center offers integrated approaches to scheduling, triage, referral management, and care coordination, operational Monday to Friday with occasional weekend work.

Required Skills and Abilities

1. Ability to lead a team in process improvement efforts, driving performance results and guiding change toward desired outcomes.
2. Outstanding interpersonal, communication, and customer service skills, with the proven ability to interact professionally and effectively with all members of the patient's care team.
3. High degree of initiative, with strong independent judgment, critical thinking, and decision-making skills to effectively coach and manage staff.
4. Strong organizational skills with attention to detail, and the ability to work with clients at all levels while prioritizing multiple tasks.
5. Ability to maintain exemplary attendance, punctuality, and reliability.

Preferred Skills and Abilities

1. Proven experience with EPIC referrals, scheduling (Cadence), and messaging (In-Basket).
2. Proven record of high performance in employee management, training, and mentoring.
3. Working knowledge of HIPAA regulations and their impact on operations.

Principal Responsibilities

1. Manage YM CARE Center staff within one or more department/specialty pod(s). This includes recruiting, coaching, mentoring and developing high performing individuals that function well in a team environment. 2. Manage and support daily department/specialty pod(s) operations to include, but not limited to, incoming calls, referral management, appointment reminders, and in-basket management. 3. Manage staff schedules to ensure staffing levels support call volume. Approve and monitor all staff human resource functions including payroll, time and attendance schedules to ensure appropriate coverage for staff within the department/specialty pod(s). 4. Identify issues that impede delivery of high quality patient access; develop, implement, and evaluate improvement plans in collaboration with YM CARE Center and departmental leadership. 5. Develop and critically evaluate workflows/SOP; making recommendations to YM CARE Center leadership to improve work procedures within the department/specialty pod(s) and YM CARE Center. 6. Develop and lead department/specialty pod(s) program initiatives that align with the YM CARE Center mission and vision and report outcomes to YM CARE Center leadership team. 7. Monitor calls and other YM CARE Center quality metrics to ensure exceptional customer service. Identify training opportunities for staff and lead efforts to improve performance. 8. Analyze access principles and departmental metrics (i.e. RVUs, volume, etc.) and make recommendations for template adjustments. 9. Monitor and analyze monthly CARE Center and departmental (pod) KPIs/SLAs to assess accuracy and effectiveness of processes. Identify trends or items requiring immediate corrective action. 10. Serve as a technical and policy resource for department/specialty pod(s) team. 11. Communicate, maintain, and uphold adherence to YM and YM CARE Center policies and procedures. 12. Remain well versed in all department/specialty pod(s) functions. 13. Conduct daily huddles with the department/specialty pod(s) team. 14. Serve as the department/specialty access liaison to patients, physicians, and callers and addresses calls escalated by the scheduling/referral staff as needed. 15. Serve as liaison and partner to the departments and clinics to ensure scheduling guidelines, provider information, and appointment site locations are up to date and being adhered to. Communicate changes to the department/specialty pod(s) team. 16. Report metrics and develop action plans that foster continuous improvement to departments and clinics. 17. Attend and actively participate in staff meetings and trainings. 18. May perform other duties as assigned. Required Education and Experience Bachelor’s degree with 5 years’ experience supervising or managing a service-focused team, or an equivalent combination of education and experience. Required License(s) or Certification(s) Required License(s) or Certification(s): Physical Requirements Physical Requirements:

Job Posting Date

05/19/2026

Job Category

Manager

Bargaining Unit

NON

Compensation Grade

Administration & Operations

Compensation Grade Profile

Manager; Program Leader (M5)

Salary Range

$68,000.00 - $120,500.00

Time Type

Full time

Duration Type

Staff

Work Model

Remote

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Health Requirements

Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

Posting Disclaimer

Salary offers are determined by a candidate’s qualifications, experience, skills, and education in relation to the position requirements, along with the role’s grade profile and current internal and external market conditions.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.