Manager, Care Center

About the role

Spira Care offers a collaborative, patient-centered approach to primary care, where Care Teams are made up of professionals with diverse backgrounds and focus areas. As the Manager, Care Center, you will plan, organize, and direct all activities within your Care Center, managing member flow, problem resolution, and providing leadership for all care center activities.

Responsibilities

• Management / Leadership
  • Hire and retain competent staff, develop their proficiency, nurture creativity, and encourage engagement through continuous improvement.
  • Conduct annual performance appraisals, coaching and mentoring the team to meet quality and cultural standards.
  • Mentor staff to build trusted partnerships with members and establish credibility through knowledge sharing.
  • Develop the team’s ability to operate successfully in ambiguous environments requiring adaptability and reliability.
  • Model core values and support organizational goals of Spira Care.
• Member Experience
  • Ensure the team delivers high-quality customer service for incoming calls, in-person interactions, and member outreach.
  • Identify member experience trends and implement corrective actions and improvements.
  • Hold staff accountable for member experience, including workflow evaluation, complaint resolution, and staff engagement.
• Clinical / Operational
  • Manage inventory of care center supplies/immunizations, scheduling, payroll, and regulatory compliance.
  • Assist with the review and revision of clinical policies and procedures.
  • Oversee projects and competing priorities to ensure smooth Care Center operations.
  • Handle operational and administrative functions critical to the care center’s success.
  • Serve as the on-site escalation point and main contact for Care Center decisions, emergency response, etc.
• Regulatory / Compliance
  • Maintain confidentiality of regulated information in compliance with state and federal laws (e.g., PHI, PII).
  • Ensure staff maintain all required competencies, licensing, and national certifications annually.
  • Meet individual quality performance standards and annual program targets.
  • Work with minimal supervision, handle multiple projects, and collaborate with Spira Care operations.

Requirements

• Bachelor’s degree in health care administration, nursing, operations/management, or a related field.
• 3+ years of experience in a healthcare setting.
• Maintain licensures and certifications throughout employment.
• Intermediate knowledge of Microsoft Windows applications.
• Familiarity with electronic medical records systems and clinical workflows.
• Familiarity with health insurance.
• Demonstrated competence in building high-performing teams.
• Compliance with Spira Care’s vaccination requirements as a condition of employment.

Preferred Qualifications

• 7+ years of management experience in a clinical or outpatient setting.
• Experience with Athena EHR and proficiency in medical terminology.
• Prior healthcare insurance knowledge or experience.
• Experience with ACA and/or Medicare populations.

Benefits

• Highly competitive total rewards package, including comprehensive medical, dental, and vision benefits.
• 401(k) plan with employer and employee contributions.
• Annual incentive bonus plan based on company performance.
• Paid time off, including holidays, paid time off, and volunteer time off.
• Professional development opportunities, including courses, mentorship, and tuition reimbursement.
• Paid parental leave and adoption leave with financial assistance.
• Employee discount program.