Manager of Patient Engagement (Greenbrook)

Greenbrook Mental Wellness Centers | Delray Beach, FL

Greenbrook Mental Wellness Centers is seeking a dynamic and experienced Manager of Patient Engagement to lead our Care Coordination team and play a key role in helping patients access life-changing mental health treatment. This leader will oversee Care Coordinators and Case Managers across multiple locations, driving team performance, optimizing processes, and ensuring an outstanding patient experience throughout the treatment journey.

Position Overview:

The Manager of Patient Engagement is responsible for overseeing and leading a team of Care Coordinators and/or Case Managers across various locations nationwide. This role ensures that the team meets key performance indicators (KPIs) while maintaining a positive work environment. The Manager of Patient Engagement will provide direct, consistent guidance, conduct one-on-ones as needed, and develop innovative solutions to enhance efficiency, ultimately driving the success and growth of the Patient Engagement team.

Essential Duties/Responsibilities:

• Provides active leadership over and ensures accurate completion of all daily coordinator and case manager functions/work assignments.
• Ensures appropriate staff performance through the establishment of key performance indicators (KPIs), implementation of goals, and administration of regular evaluation(s) to measure progress.
• Provides clear, direct, and consistent guidance to the coordinators in accordance with Standard Operating Procedures (SOPs).
• Supervises, coaches, and motivates all direct report coordinator staff, including proactively working with Human Resources to address any employee relations or disciplinary actions effectively.
• Conducts one-on-one meetings with coordinators as needed to address performance, provide feedback, and offer support.
• Focuses on maintaining positive relationships with the coordinator team, fostering a collaborative and supportive work environment.
• Participates in the selection, hiring, onboarding, and training process of all new assigned Care Coordinators and/or Case Managers.
• Leads Patient Engagement training and development, preparing them for potential leadership or management roles.
• Approves coordinator and case manager timecards and PTO requests to ensure accurate and timely processing.
• Develops and implements innovative solutions to overcome barriers and improve the efficiency of the coordinator and case manager role.
• Organizes coverage when case managers and coordinators are out of the office, ensuring that all duties are handled seamlessly.
• Addresses patient complaints and concerns that occur at the coordinator and case manager level, ensuring swift and satisfactory resolutions.
• Monitors care coordinator availability to ensure consultations are scheduled promptly and do not book too far out.
• Answers team questions in a timely manner; if the answer is not immediately known, communicate transparently and follow up once the information is available.
• Collaborates with operational management on shared goals, ensuring alignment across different locations and departments.
• Collects and analyzes feedback on the barriers coordinator and case manager face in getting patients into treatment with the goal of removing these obstacles.
• Works with revenue operations team on denials and denied claims to ensure all cases are handled efficiently and in compliance with regulations.
• Conducts regular audits and quality control checks to ensure the highest standards of service are maintained.
• Addresses any compliance issues promptly and implements corrective actions as needed.
• Adheres to and upholds all applicable federal and state compliance requirements, the Greenbrook TMS Code of Conduct, the Greenbrook TMS HR Manual, policies and procedures, and applicable healthcare fraud, waste, and abuse laws.
• Understands, complies with, and enforces all Greenbrook TMS policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules.
• Other related duties, as assigned.

Knowledge, Skills, and Abilities:

• Knowledge of standards of best operational practices, as well as OSHA and HIPAA regulations.
• Ability to prioritize, organize and manage multiple responsibilities and individuals with a focus on time and change management.
• Skilled in gathering and interpreting data, analyzing situations accurately, and taking effective action to ensure performance optimization.
• Capability to work autonomously in a fast-paced environment, while demonstrating resourcefulness and proactivity.
• Commitment to the provision of outstanding patient care and internal/external customer service.
• Ability to communicate effectively and professionally with a diverse population.
• Capacity to learn new systems, software, and processes quickly and effectively.
• Ability to travel as needed throughout assigned regions to support all designated centers.

Education and Experience:

• Associate or Bachelor's Degree in Training & Development, Communications, Health Care Administration, Business, or another related field preferred.
• Minimum five years of progressive clinical operations management experience, preferably in a specialty or mental health care practice setting.
• Intermediate proficiency with Microsoft Office Suite, specifically Word, Excel, and PowerPoint functions.
• Familiarity with EHR (AdvancedMD preferred), LMS, and other training systems and software (Salesforce preferred).

Physical Requirements:

• Located in a fast-paced, professional office environment with a noise level that is generally moderate.
• Regular use of standard office equipment (including computers, phones, photocopiers, filing cabinets, fax machines, etc.).
• Extensive and regular periods of sitting, standing, bending, walking, seeing, talking, and listening.
• Adequate visual acuity including ability to read information.
• An occasional requirement to reach with hands/arms, stoop, kneel, or crouch.
• An occasional requirement to push, pull, lift and/or move up to 10 pounds.
• Ability/flexibility to travel, as needed.

*Applicants must be authorized to work for any employer in the US. We are unable to sponsor or assume responsibility for employment visa/work authorization at this time.

Neuronetics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Neuronetics/Greenbrook makes hiring decisions based solely on qualifications, merit, and/or business needs at the time.

*We are committed to providing equal employment opportunities to individuals with disabilities and protected veterans.

Benefits Statement:Selected candidate will be eligible to participate in the Company's employee benefit plans, which currently include: health insurance; dental insurance; vision insurance; optional supplemental medical insurance; health savings and flexible spending accounts; company-paid life insurance and additional voluntary life insurance; company-paid short term disability and long term disability insurance; participation in a 401(k) savings and investment plan with company contribution; and paid time off for non-exempt salaried employees is calculated as .625 per pay period worked for vacation time and .29166 per pay period for personal time. Full-time exempt employees will be eligible for Flex-PTO, which allows time off without accrual. If applicable and required under state law, the successful candidate will also be eligible for paid sick leave. These benefits are subject to plan terms, company policies and are subject to change.

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About Us

Neuronetics, together with Greenbrook Mental Wellness Centers, delivers innovative mental health treatments through FDA-cleared NeuroStar TMS and Spravato therapies. Our mission is to expand access to life-changing care, combining cutting-edge technology, compassionate patient support, and clinical excellence to improve lives every day. Join us in making a meaningful impact in the rapidly growing mental health field.