About Diana Health 

Diana Health is a high-growth network of modern women's health practices.  We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver’s seat of their own health and provides them with the information and compassionate care they need to reach their health goals.  

We are an interdisciplinary team joined together by our shared commitment to transform women’s health.  Come join us!

Role Description

We are looking for a Receptionist / Patient Representative driven to create an delightful customer service experience from the moment a client steps through our doors while ensuring the smooth operation of a growing women’s health practice. You are warm, welcoming, attentive, outgoing, customer service and detail-oriented, organized, and eager to tackle challenges with empathy and creativity. You are eager to leave a smile on the patient’s face after they interact with you and are willing to go above and beyond to create a wonderful experience. 

What you’ll do       

• You are the first person our clients see when they walk through the door. You provide a warm, welcoming face of the practice, greeting and supporting clients from our welcome desk. You:
• Provide warm and friendly client interactions
• Take care of client check in and out, answering questions and disseminating information to appropriate team members as necessary
• Provide waiting area tours to new clients, orienting them to our space, making them feel welcome and at home
• Ensure paperwork, consents, and insurance information is collected and complete
• Managing the client schedule:
• You know the schedule front to back / inside and out, and can work through schedule efficiencies based on the flow of the day as well as client and provider needs
• You anticipate schedule needs days and weeks in advance
• You schedule client appointments in real-time as well as those made through our online platform
• Insurance, payment, and billing :
• Perform verification of benefit checks with insurance companies
• Manage and collect client copays and payment balances
• Discuss and set up payment plans with client
• Front of the house management:
• Work with the team to ensure the office is ready, set up, and prepared for the day
• Collaborate on inventory, keeping the office pristine, and other tasks as they arise
• Manage phone triage as necessary, coordinating between team members

Qualifications

• Customer service and hospitality experience strongly preferred and highly desirable (medical field customer service very preferred)
• Bachelor's Degree preferred or High School Diploma/GED w/ 2+ years experience in a related field
• Proficiency with Google Suite or Microsoft Office Products
• Strong computer skills; preferred familiarity with EMRs
• Tendency to organize and create structure in a fast-paced, dynamic environment

Attributes

• You love interacting with people, practicing excellent communication and interpersonal skills
• You enjoy being the “face” of a clinic or business and representing the brand via an extremely positive, friendly and helpful attitude 
• You are exceptional at managing many tasks and do not feel overwhelmed by multitasking 
• You focus on the details and are able to organize and prioritize them along the way
• You obsess over growth and process improvement and love learning new tools, processes and systems to aid in continual improvement
• You thrive in highly collaborative, fast-paced environments

Benefits

• Competitive compensation
• Health; dental & vision, with an HSA/FSA option
• 401(k) with employer match
• Paid time off
• Paid parental leave 

Diana Health Culture

• Having a growth mindset and striving for continuous learning and improvement
• Positive, can do / how can I help attitude
• Empathy for our team and our clients
• Taking ownership and driving to results
• Being scrappy and resourceful

About Diana Health 

Diana Health is a high-growth network of modern women's health practices.  We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver’s seat of their own health and provides them with the information and compassionate care they need to reach their health goals.  

We are an interdisciplinary team joined together by our shared commitment to transform women’s health.  Come join us!

Role Description

We are looking for a Receptionist / Patient Representative driven to create an delightful customer service experience from the moment a client steps through our doors while ensuring the smooth operation of a growing women’s health practice. You are warm, welcoming, attentive, outgoing, customer service and detail-oriented, organized, and eager to tackle challenges with empathy and creativity. You are eager to leave a smile on the patient’s face after they interact with you and are willing to go above and beyond to create a wonderful experience. 

What you’ll do       

• You are the first person our clients see when they walk through the door. You provide a warm, welcoming face of the practice, greeting and supporting clients from our welcome desk. You:
• Provide warm and friendly client interactions
• Take care of client check in and out, answering questions and disseminating information to appropriate team members as necessary
• Provide waiting area tours to new clients, orienting them to our space, making them feel welcome and at home
• Ensure paperwork, consents, and insurance information is collected and complete
• Managing the client schedule:
• You know the schedule front to back / inside and out, and can work through schedule efficiencies based on the flow of the day as well as client and provider needs
• You anticipate schedule needs days and weeks in advance
• You schedule client appointments in real-time as well as those made through our online platform
• Insurance, payment, and billing :
• Perform verification of benefit checks with insurance companies
• Manage and collect client copays and payment balances
• Discuss and set up payment plans with client
• Front of the house management:
• Work with the team to ensure the office is ready, set up, and prepared for the day
• Collaborate on inventory, keeping the office pristine, and other tasks as they arise
• Manage phone triage as necessary, coordinating between team members

Qualifications

• Customer service and hospitality experience strongly preferred and highly desirable
• Bachelor's Degree preferred or High School Diploma/GED w/ 2+ years experience in a related field
• Proficiency with Google Suite or Microsoft Office Products
• Strong computer skills; preferred familiarity with EMRs
• Tendency to organize and create structure in a fast-paced, dynamic environment

Attributes

• You love interacting with people, practicing excellent communication and interpersonal skills
• You enjoy being the “face” of a clinic or business and representing the brand via an extremely positive, friendly and helpful attitude 
• You are exceptional at managing many tasks and do not feel overwhelmed by multitasking 
• You focus on the details and are able to organize and prioritize them along the way
• You obsess over growth and process improvement and love learning new tools, processes and systems to aid in continual improvement
• You thrive in highly collaborative, fast-paced environments

Benefits

• Competitive compensation
• Health; dental & vision, with an HSA/FSA option
• 401(k) with employer match
• Paid time off
• Paid parental leave 

Diana Health Culture

• Having a growth mindset and striving for continuous learning and improvement
• Positive, can do / how can I help attitude
• Empathy for our team and our clients
• Taking ownership and driving to results
• Being scrappy and resourceful

About Diana Health 

Diana Health is a high-growth network of modern women's health practices.  We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver’s seat of their own health and provides them with the information and compassionate care they need to reach their health goals.  

We are an interdisciplinary team joined together by our shared commitment to transform women’s health.  Come join us!

Role Description

We are looking for a Receptionist / Patient Representative driven to create an delightful customer service experience from the moment a client steps through our doors while ensuring the smooth operation of a growing women’s health practice. You are warm, welcoming, attentive, outgoing, customer service and detail-oriented, organized, and eager to tackle challenges with empathy and creativity. You are eager to leave a smile on the patient’s face after they interact with you and are willing to go above and beyond to create a wonderful experience. 

What you’ll do       

• You are the first person our clients see when they walk through the door. You provide a warm, welcoming face of the practice, greeting and supporting clients from our welcome desk. You:
• Provide warm and friendly client interactions
• Take care of client check in and out, answering questions and disseminating information to appropriate team members as necessary
• Provide waiting area tours to new clients, orienting them to our space, making them feel welcome and at home
• Ensure paperwork, consents, and insurance information is collected and complete
• Managing the client schedule:
• You know the schedule front to back / inside and out, and can work through schedule efficiencies based on the flow of the day as well as client and provider needs
• You anticipate schedule needs days and weeks in advance
• You schedule client appointments in real-time as well as those made through our online platform
• Insurance, payment, and billing :
• Perform verification of benefit checks with insurance companies
• Manage and collect client copays and payment balances
• Discuss and set up payment plans with client
• Front of the house management:
• Work with the team to ensure the office is ready, set up, and prepared for the day
• Collaborate on inventory, keeping the office pristine, and other tasks as they arise
• Manage phone triage as necessary, coordinating between team members

Qualifications

• Customer service and hospitality experience strongly preferred and highly desirable
• Bachelor's Degree preferred or High School Diploma/GED w/ 2+ years experience in a related field
• Proficiency with Google Suite or Microsoft Office Products
• Strong computer skills; preferred familiarity with EMRs
• Tendency to organize and create structure in a fast-paced, dynamic environment

Attributes

• You love interacting with people, practicing excellent communication and interpersonal skills
• You enjoy being the “face” of a clinic or business and representing the brand via an extremely positive, friendly and helpful attitude 
• You are exceptional at managing many tasks and do not feel overwhelmed by multitasking 
• You focus on the details and are able to organize and prioritize them along the way
• You obsess over growth and process improvement and love learning new tools, processes and systems to aid in continual improvement
• You thrive in highly collaborative, fast-paced environments

Benefits

• Competitive compensation
• Health; dental & vision, with an HSA/FSA option
• 401(k) with employer match
• Paid time off
• Paid parental leave 

Diana Health Culture

• Having a growth mindset and striving for continuous learning and improvement
• Positive, can do / how can I help attitude
• Empathy for our team and our clients
• Taking ownership and driving to results
• Being scrappy and resourceful

About Diana Health 

Diana Health is a high-growth network of modern women's health practices.  We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver’s seat of their own health and provides them with the information and compassionate care they need to reach their health goals.  

We are an interdisciplinary team joined together by our shared commitment to transform women’s health.  Come join us!

Description:

The AR Specialist is a multi-tasking highly skilled position that encompasses all key functions of physician billing. The AR Specialist position requires an advanced revenue cycle knowledge that has been acquired through experience and developed through training and education. The AR Specialist supports patient-centered care and Customer Service by serving as a patient advocate during the life cycle of the account. Under direct supervision, the AR Specialist is expected to maintain productivity, accountability, and produce very efficient and proficient results.

The AR Specialist is a highly motivated individual with a proven ability to manage multiple tasks. The AR Specialist will possess extensive knowledge of medical billing processes focusing on OB/GYN billing and insurance denials and be proficient in medical terminology, coding, and billing systems. The AR Specialist will manage telephone calls from patients, insurance companies, and medical practices to answer inquiries, follow up on outstanding claims, and update accounts as required. The AR Specialist will possess exceptional organizational skills, a mature, pleasant, and professional telephone manner, and the ability to prioritize work. The AR Specialist ensures that the aging Accounts Receivable (AR) is kept current and that all denials are researched and updated. The AR Specialist will respond effectively to sensitive inquiries or patient complaints to Diana Health's patient population.

What you’ll do: 

• Utilize expertise in OB/GYN billing processes to investigate and resolve insurance denials through
  effective communication with payers and attention to detail in claim resubmissions
• Navigate various payer portals to monitor claim status and eligibility and resolve issues promptly
• Collaborate with internal teams to gather and provide necessary appeals and claims processing
  documentation
• Maintain up-to-date knowledge of medical billing regulations and compliance requirements
• Utilize medical collection practices and procedures to manage outstanding accounts receivable
• Ensure accuracy in data entry and record-keeping for billing-related activities
• Prioritize tasks effectively to meet deadlines and achieve goals

Core Revenue Cycle Functions:

• Complies with Revenue Cycle policies and procedures
• Works assigned task lists, work queues, work files and reports
• Maintains current knowledge of third-party payor reimbursements and managed care contracts
• Maintains knowledge and is familiar with physician billing, accounts receivable, and EHR systems
• Utilizes and identifies all components of Explanation of Benefits (EOB)/Explanation of Payments (EOP)
• Accurately counts and tracks all daily activities and production
• Completes and accurately documents activity or communication on accounts
• Meets department production standards consistently as defined by department management
• Works special projects as assigned by Manager, Supervisor, or others

Knowledge, Skills, Abilities:

Language/Communication Skills 

• Skill and ability to communicate effectively both verbally and in-writing
• Ability to read and comprehend simple instructions, short correspondences, and memos
• Ability to write
  simple correspondence
• Ability to effectively present information in one-on-one and small group
  situations to customers, clients, and other employees of the organization

Mathematical Skills

• Adds, subtracts, multiplies, and divides in all units of measure, using whole numbers, common fractions,
  and decimals
• Ability to understand and calculate figures and amounts such as simple discounts, interests, and
  percentage measures and to read tabular and bar graphs

Computer / Technical Skills

• Skill and ability in Physician Billing Systems (PB), Electronic Medical Records (EMR), and Microsoft
  Office applications with working usage of MS Word, Outlook, and Excel
• Extensive knowledge on use of email, search engines, Internet, and ability to effectively use payor
  websites and portals
• Requires proficiency with various healthcare computer system applications that are used by physicians
  in the office and in hospital settings to support patient care, billing, and financial information.

Customer Service Skills

• Ability to advocate on patient’s behalf, listen to patient concerns attentively, and address patient matters
  promptly, courteously, and respectfully.

Qualifications

• High school diploma or GED required
• 3 to 5 years of experience in medical claims collection and be familiar with aging reports, delinquent claims reports, correspondence, EOBs, and other sources of information.
• Demonstrated ability to be detail oriented with strong aptitude for accuracy required
• Demonstrated ability to effectively work with others required
• Knowledge of proper business writing standards for letters and memos including the ability to write a correspondence with proper punctuation, grammar, spelling, etc
• Proven effective verbal, listening and written communications skills

Benefits

• Competitive compensation
• Health; dental & vision, with an HSA/FSA option
• 401(k) with employer match
• Paid time off
• Paid parental leave 

Diana Health Culture

• Having a growth mindset and striving for continuous learning and improvement
• Positive, can do / how can I help attitude
• Empathy for our team and our clients
• Taking ownership and driving to results
• Being scrappy and resourceful

About Diana Health 

Diana Health is a high-growth network of modern women's health practices.  We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver’s seat of their own health and provides them with the information and compassionate care they need to reach their health goals.  

We are an interdisciplinary team joined together by our shared commitment to transform women’s health.  Come join us!

Role Description

We are looking for a Receptionist / Patient Representative driven to create an delightful customer service experience from the moment a client steps through our doors while ensuring the smooth operation of a growing women’s health practice. You are warm, welcoming, attentive, outgoing, customer service and detail-oriented, organized, and eager to tackle challenges with empathy and creativity. You are eager to leave a smile on the patient’s face after they interact with you and are willing to go above and beyond to create a wonderful experience. 

What you’ll do       

• You are the first person our clients see when they walk through the door. You provide a warm, welcoming face of the practice, greeting and supporting clients from our welcome desk. You:
• Provide warm and friendly client interactions
• Take care of client check in and out, answering questions and disseminating information to appropriate team members as necessary
• Provide waiting area tours to new clients, orienting them to our space, making them feel welcome and at home
• Ensure paperwork, consents, and insurance information is collected and complete
• Managing the client schedule:
• You know the schedule front to back / inside and out, and can work through schedule efficiencies based on the flow of the day as well as client and provider needs
• You anticipate schedule needs days and weeks in advance
• You schedule client appointments in real-time as well as those made through our online platform
• Insurance, payment, and billing :
• Perform verification of benefit checks with insurance companies
• Manage and collect client copays and payment balances
• Discuss and set up payment plans with client
• Front of the house management:
• Work with the team to ensure the office is ready, set up, and prepared for the day
• Collaborate on inventory, keeping the office pristine, and other tasks as they arise
• Manage phone triage as necessary, coordinating between team members

Qualifications

• Customer service and hospitality experience strongly preferred and highly desirable
• Bachelor's Degree preferred or High School Diploma/GED w/ 2+ years experience in a related field
• Proficiency with Google Suite or Microsoft Office Products
• Strong computer skills; preferred familiarity with EMRs
• Tendency to organize and create structure in a fast-paced, dynamic environment

Attributes

• You love interacting with people, practicing excellent communication and interpersonal skills
• You enjoy being the “face” of a clinic or business and representing the brand via an extremely positive, friendly and helpful attitude 
• You are exceptional at managing many tasks and do not feel overwhelmed by multitasking 
• You focus on the details and are able to organize and prioritize them along the way
• You obsess over growth and process improvement and love learning new tools, processes and systems to aid in continual improvement
• You thrive in highly collaborative, fast-paced environments

Benefits

• Competitive compensation
• Health; dental & vision, with an HSA/FSA option
• 401(k) with employer match
• Paid time off
• Paid parental leave 

Diana Health Culture

• Having a growth mindset and striving for continuous learning and improvement
• Positive, can do / how can I help attitude
• Empathy for our team and our clients
• Taking ownership and driving to results
• Being scrappy and resourceful

About Diana Health 

Diana Health is a high-growth network of modern women's health practices. We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver’s seat of their own health and provides them with the information and compassionate care they need to reach their health goals.  

We are an interdisciplinary team joined together by our shared commitment to transform women’s health. Come join us!

Role Description: 

Our Practice Managers are passionate about helping women get the high quality, loving care they need and deserve and supporting interdisciplinary teams of providers and staff in fast growing practices. 

You will be a practice leader, ensuring smooth and efficient day-to-day operations and a supportive, servient culture that simultaneously serves our team and our clients. You will report directly to the Regional Director in the practice’s associated Diana Health region.

What you’ll do: 

• Provide day-to-day, onsite team leadership, ensuring all practice-level team members are set up for success in their respective roles and trouble-shooting situations as needed
• Directly manage all practice-level clinical and administrative staff
• With support from Regional Director and Central HR, oversee team administration and development, including hiring, onboarding and corrective actions as needed
• With support from the VP of Clinical Operations (for HR), oversee the practice’s providers’ day-to-day needs
• Serve as the practice’s Diana Health culture setter, modeling our values and serving as the face of Diana Health to the practice team and patients 
• Ensure the delivery of the Diana Health vision and Diana Difference – day in and day out – across our entire practice-based team and our clients
• Oversee execution and continuous improvement of practice workflows, including but not limited to:
• Scheduling:
• Support all aspects related to patient scheduling 
• Develop and oversee the schedules for admin and clinical team members
• Manage provider schedules and clinic schedule structure to ensure a seamless experience for clients, and providers
• Client Experience:
• Ensure DH client experience is implemented as designed, promoting an overall positive client experience
• Support efficient and comprehensive clinic appointment flow
• Lead our Service Recovery Process when issues arise; supporting unusual event reporting, as needed
• Solicit and review feedback from clients and review key performance indicators
• Provide oversight to ensure client calls, voicemails and messages are returned or addressed within the appropriate time frame
• Support and manage execution of Diana Health SLAs
• Billing and Insurance
• Provide oversight of all billing and insurance questions (e.g., verification of benefits and personal financial plans) including team education and training and client educational tools, as needed
• Oversee hospital and clinic procedure authorization process, including hospital superbills
• Inventory management
• Partner with Central Team partners on inventory management
• Procure designated practice-specific items (e.g., clinical supplies, office supplies, team uniforms, etc.) and maintain accurate, updated logs
• Identify any operational workflow issues that interfere with client care and the team’s ability to properly execute on their responsibilities 
• Provide a solution-focused summary of the issue / barrier to appropriate stakeholders; work through the issue and come up with an agreed upon solution (e.g., new/updated process)
• Act as practice link to Diana Health training, product and process improvement:
• Supporting training and development of impacted team members on agreed upon solution, ensuring new/updated processes are implemented
• Partnering with the Product team to update playbooks and tools
• Identifying practice-specific needs and develop processes/process improvement along with Regional Director and Product Team
• Lead the practice to meet its performance metrics
• Review dashboards to identify leading indicators of team and practice operations related issues
• Develop and test hypotheses, pulling in appropriate stakeholders and additional data, as needed
• Develop improvement plans, test the plans, measure the impact and iterate as needed
• Ensure closed loop communications across affected team members, external parties etc.
• Maintain a strong pulse on the health of the team and the metrics of the practice at all times, being able to report out real-time, as needed
• Lead frequent, clear, concise, closed loop communication across the many dimensions of the practice team:

Lead daily morning huddles and provide daily schedule communications and real-time updates as needed

• Lead monthly all-team meetings
• Provide ongoing training and development as needed 
• Orchestrate other team meetings (e.g., Lunch & Learns)
• Other duties as assigned

Experience:

• Bachelor’s Degree in business, education, or healthcare administration required or equivalent experience
• At least five years of experience in outpatient practice management – women’s health experience is preferred
• Demonstrated program development capabilities and ability to make critical decisions without all of the answers, using sound judgement
• Excellent communication skills – written and oral
• Demonstrated ability to represent an organization’s values and to carry out these job responsibilities effectively and professionally
• Proven ability to build and lead strong, diverse teams and meet practice-level performance metrics

Benefits

• Competitive compensation
• Medical, dental, and vision insurance, with an HSA/FSA option
• 401(k) with employer match
• Paid time off
• Paid parental leave 

Diana Health Culture

• Having a growth mindset and striving for continuous learning and improvement
• Positive, can do / how can I help attitude
• Empathy for our team and our clients
• Taking ownership and driving to results
• Being scrappy and resourceful

About Diana Health 

Diana Health is a high-growth network of modern women's health practices.  We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver’s seat of their own health and provides them with the information and compassionate care they need to reach their health goals.  

We are an interdisciplinary team joined together by our shared commitment to transform women’s health.  Come join us!

Role Description

We are looking for a Receptionist / Patient Representative driven to create an delightful customer service experience from the moment a client steps through our doors while ensuring the smooth operation of a growing women’s health practice. You are warm, welcoming, attentive, outgoing, customer service and detail-oriented, organized, and eager to tackle challenges with empathy and creativity. You are eager to leave a smile on the patient’s face after they interact with you and are willing to go above and beyond to create a wonderful experience. 

What you’ll do       

• You are the first person our clients see when they walk through the door. You provide a warm, welcoming face of the practice, greeting and supporting clients from our welcome desk. You:
• Provide warm and friendly client interactions
• Take care of client check in and out, answering questions and disseminating information to appropriate team members as necessary
• Provide waiting area tours to new clients, orienting them to our space, making them feel welcome and at home
• Ensure paperwork, consents, and insurance information is collected and complete
• Managing the client schedule:
• You know the schedule front to back / inside and out, and can work through schedule efficiencies based on the flow of the day as well as client and provider needs
• You anticipate schedule needs days and weeks in advance
• You schedule client appointments in real-time as well as those made through our online platform
• Insurance, payment, and billing :
• Perform verification of benefit checks with insurance companies
• Manage and collect client copays and payment balances
• Discuss and set up payment plans with client
• Front of the house management:
• Work with the team to ensure the office is ready, set up, and prepared for the day
• Collaborate on inventory, keeping the office pristine, and other tasks as they arise
• Manage phone triage as necessary, coordinating between team members

Qualifications

• Customer service and hospitality experience strongly preferred and highly desirable
• Bachelor's Degree preferred or High School Diploma/GED w/ 2+ years experience in a related field
• Proficiency with Google Suite or Microsoft Office Products
• Strong computer skills; preferred familiarity with EMRs
• Tendency to organize and create structure in a fast-paced, dynamic environment

Attributes

• You love interacting with people, practicing excellent communication and interpersonal skills
• You enjoy being the “face” of a clinic or business and representing the brand via an extremely positive, friendly and helpful attitude 
• You are exceptional at managing many tasks and do not feel overwhelmed by multitasking 
• You focus on the details and are able to organize and prioritize them along the way
• You obsess over growth and process improvement and love learning new tools, processes and systems to aid in continual improvement
• You thrive in highly collaborative, fast-paced environments

Benefits

• Competitive compensation
• Health; dental & vision, with an HSA/FSA option
• 401(k) with employer match
• Paid time off
• Paid parental leave 

Diana Health Culture

• Having a growth mindset and striving for continuous learning and improvement
• Positive, can do / how can I help attitude
• Empathy for our team and our clients
• Taking ownership and driving to results
• Being scrappy and resourceful

About Diana Health 

Diana Health is a high-growth network of modern women's health practices. We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver’s seat of their own health and provides them with the information and compassionate care they need to reach their health goals.  

We are an interdisciplinary team joined together by our shared commitment to transform women’s health. Come join us!

Role Description: 

Our Practice Managers are passionate about helping women get the high quality, loving care they need and deserve and supporting interdisciplinary teams of providers and staff in fast growing practices. 

You will be a practice leader, ensuring smooth and efficient day-to-day operations and a supportive, servient culture that simultaneously serves our team and our clients. You will report directly to the Regional Director in the practice’s associated Diana Health region.

What you’ll do: 

• Provide day-to-day, onsite team leadership, ensuring all practice-level team members are set up for success in their respective roles and trouble-shooting situations as needed
• Directly manage all practice-level clinical and administrative staff
• With support from Regional Director and Central HR, oversee team administration and development, including hiring, onboarding and corrective actions as needed
• With support from the VP of Clinical Operations (for HR), oversee the practice’s providers’ day-to-day needs
• Serve as the practice’s Diana Health culture setter, modeling our values and serving as the face of Diana Health to the practice team and patients 
• Ensure the delivery of the Diana Health vision and Diana Difference – day in and day out – across our entire practice-based team and our clients
• Oversee execution and continuous improvement of practice workflows, including but not limited to:
• Scheduling:
• Support all aspects related to patient scheduling 
• Develop and oversee the schedules for admin and clinical team members
• Manage provider schedules and clinic schedule structure to ensure a seamless experience for clients, and providers
• Client Experience:
• Ensure DH client experience is implemented as designed, promoting an overall positive client experience
• Support efficient and comprehensive clinic appointment flow
• Lead our Service Recovery Process when issues arise; supporting unusual event reporting, as needed
• Solicit and review feedback from clients and review key performance indicators
• Provide oversight to ensure client calls, voicemails and messages are returned or addressed within the appropriate time frame
• Support and manage execution of Diana Health SLAs
• Billing and Insurance
• Provide oversight of all billing and insurance questions (e.g., verification of benefits and personal financial plans) including team education and training and client educational tools, as needed
• Oversee hospital and clinic procedure authorization process, including hospital superbills
• Inventory management
• Partner with Central Team partners on inventory management
• Procure designated practice-specific items (e.g., clinical supplies, office supplies, team uniforms, etc.) and maintain accurate, updated logs
• Identify any operational workflow issues that interfere with client care and the team’s ability to properly execute on their responsibilities 
• Provide a solution-focused summary of the issue / barrier to appropriate stakeholders; work through the issue and come up with an agreed upon solution (e.g., new/updated process)
• Act as practice link to Diana Health training, product and process improvement:
• Supporting training and development of impacted team members on agreed upon solution, ensuring new/updated processes are implemented
• Partnering with the Product team to update playbooks and tools
• Identifying practice-specific needs and develop processes/process improvement along with Regional Director and Product Team
• Lead the practice to meet its performance metrics
• Review dashboards to identify leading indicators of team and practice operations related issues
• Develop and test hypotheses, pulling in appropriate stakeholders and additional data, as needed
• Develop improvement plans, test the plans, measure the impact and iterate as needed
• Ensure closed loop communications across affected team members, external parties etc.
• Maintain a strong pulse on the health of the team and the metrics of the practice at all times, being able to report out real-time, as needed
• Lead frequent, clear, concise, closed loop communication across the many dimensions of the practice team:

Lead daily morning huddles and provide daily schedule communications and real-time updates as needed

• Lead monthly all-team meetings
• Provide ongoing training and development as needed 
• Orchestrate other team meetings (e.g., Lunch & Learns)
• Other duties as assigned

Experience:

• Bachelor’s Degree in business, education, or healthcare administration required or equivalent experience
• At least five years of experience in outpatient practice management – women’s health experience is preferred
• Demonstrated program development capabilities and ability to make critical decisions without all of the answers, using sound judgement
• Excellent communication skills – written and oral
• Demonstrated ability to represent an organization’s values and to carry out these job responsibilities effectively and professionally
• Proven ability to build and lead strong, diverse teams and meet practice-level performance metrics

Benefits

• Competitive compensation
• Medical, dental, and vision insurance, with an HSA/FSA option
• 401(k) with employer match
• Paid time off
• Paid parental leave 

Diana Health Culture

• Having a growth mindset and striving for continuous learning and improvement
• Positive, can do / how can I help attitude
• Empathy for our team and our clients
• Taking ownership and driving to results
• Being scrappy and resourceful

Director of Call Center Operations

Remote, With Ability to Travel Frequently to Our Practices

About Diana Health

Diana Health is a network of modern women’s health practices working in partnership with hospitals to reimagine the maternity and women’s healthcare experience. We are restructuring the traditional approach to care to create an experience that is good for patients and good for providers. We do that by combining a tech-enabled, wellness-focused care program that women love with a clinical system that helps us drive continuous quality improvement and ensure work-life balance for our care team. We work with clients across all life stages to empower and support them to live happier, healthier, more fulfilling lives. 

With strong collaborative care teams; passionate administrators and a significant investment in operational support, Diana Health employees are well-supported to bring their very best to the work they love. Come join us!

About the Role

We’re looking for an experienced and strategic operator to build and lead our call center and customer support operations across multiple healthcare sites. You’ll oversee a team of remote call agents and administrative support staff, ensuring every patient interaction is efficient, empathetic, and seamless.

This team plays a central role in building and maintaining trust with our patients—often serving as their first and most frequent point of contact. By providing responsive, compassionate support, you’ll help ensure that every patient’s experience with our organization feels smooth, coordinated, and personal.

This is a hands-on leadership role for someone who loves to build from the ground up—revamping processes, selecting the right technology, and setting clear performance standards to scale a best-in-class support function.

What You’ll Do 

● Build and lead a high-performing remote clinical call center and admin operations team serving multiple sites.

● Develop and refine Standard Operating Procedures (SOPs) to ensure consistency, standardization and compliance. 

● Define and manage clear SLAs and KPIs focused on patient experience, responsiveness, and efficiency.

● Identify and implement the best tech tools—telephony systems, CRM/EMR integrations, workforce management, and analytics platforms—to drive performance, and manage the support relationship with vendors 

● Use tools and data to monitor results, identify bottlenecks, and lead continuous improvement efforts.

● Collaborate closely with clinical operations and site leaders to align workflows and priorities, establishing the call center as a best-in-class support extension of the in clinic team.

● Recruit, train, and coach remote team members, building a culture of accountability and service excellence.

What You’ll Bring

● 8+ years of experience in call center, customer service, or patient access operations—ideally in a multi-site healthcare or service organization.

● Proven success building or transforming a support operation, including process design, tool selection, and performance optimization.

● Strong data-driven mindset; comfortable managing to metrics and dashboards.

● Excellent leadership, communication, and remote-team management skills.

● Knowledge of HIPAA compliance and patient privacy standards.

● Bachelor’s degree required; Master’s preferred.

Key Responsibilities 

Leadership & Strategy

● Build and lead a high-performing remote call center and administrative operations team supporting multiple clinical sites.

● Develop the strategic vision and operational roadmap for the function, aligning with organizational goals for patient experience, efficiency, and growth.

● Foster a culture of accountability, service excellence, and professional development across all remote teams. 

Operational Design & Process Management

● Document, and continuously refine Standard Operating Procedures (SOPs) for all call center and administrative workflows, ensuring consistency and compliance with healthcare regulations and company policies.

● Establish and manage clear Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality assurance standards across all sites and functions.

● Working with our product team, Identify and implement technology tools (e.g., telephony platforms, CRM/EMR integrations, workforce management tools, ticketing systems) that improve visibility, coordination, and performance.

● Partner with clinical operations, marketing, and technology product teams to ensure seamless integration between patient communications and practice operations.

Performance & Optimization

● Monitor call volumes, response times, and resolution metrics, proactively identifying opportunities to optimize scheduling, staffing, and workflows.

● Lead continuous improvement initiatives—leveraging data, feedback, and best practices to elevate performance and enhance the patient experience. 

● Develop and manage departmental budgets, forecasting staffing needs and operational expenses to meet growth objectives efficiently.

People Management

● Recruit, train, and mentor a team of remote call agents, team leads, and administrative specialists.

● Implement performance management systems and provide regular coaching to ensure consistent delivery of high-quality service.

● Promote cross-functional collaboration and alignment with clinical site leaders to ensure operational priorities are met. 

Benefits

• Competitive compensation
• Medical, dental & vision plans, with an HSA/FSA option
• 401(k) with employer match
• Paid time off
• Paid parental leave 

Diana Health Culture

• Having a growth mindset and striving for continuous learning and improvement
• Positive, can do / how can I help attitude
• Empathy for our team and our clients
• Taking ownership and driving to results
• Being scrappy and resourceful

About Diana Health 

Diana Health is a high-growth network of modern women's health practices.  We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver’s seat of their own health and provides them with the information and compassionate care they need to reach their health goals.  

We are an interdisciplinary team joined together by our shared commitment to transform women’s health.  Come join us!

Role Description

We are looking for a Receptionist / Patient Representative driven to create an delightful customer service experience from the moment a client steps through our doors while ensuring the smooth operation of a growing women’s health practice. You are warm, welcoming, attentive, outgoing, customer service and detail-oriented, organized, and eager to tackle challenges with empathy and creativity. You are eager to leave a smile on the patient’s face after they interact with you and are willing to go above and beyond to create a wonderful experience. 

What you’ll do       

• You are the first person our clients see when they walk through the door. You provide a warm, welcoming face of the practice, greeting and supporting clients from our welcome desk. You:
• Provide warm and friendly client interactions
• Take care of client check in and out, answering questions and disseminating information to appropriate team members as necessary
• Provide waiting area tours to new clients, orienting them to our space, making them feel welcome and at home
• Ensure paperwork, consents, and insurance information is collected and complete
• Managing the client schedule:
• You know the schedule front to back / inside and out, and can work through schedule efficiencies based on the flow of the day as well as client and provider needs
• You anticipate schedule needs days and weeks in advance
• You schedule client appointments in real-time as well as those made through our online platform
• Insurance, payment, and billing :
• Perform verification of benefit checks with insurance companies
• Manage and collect client copays and payment balances
• Discuss and set up payment plans with client
• Front of the house management:
• Work with the team to ensure the office is ready, set up, and prepared for the day
• Collaborate on inventory, keeping the office pristine, and other tasks as they arise
• Manage phone triage as necessary, coordinating between team members

Qualifications

• Customer service and hospitality experience strongly preferred and highly desirable
• Bachelor's Degree preferred or High School Diploma/GED w/ 2+ years experience in a related field
• Proficiency with Google Suite or Microsoft Office Products
• Strong computer skills; preferred familiarity with EMRs
• Tendency to organize and create structure in a fast-paced, dynamic environment

Attributes

• You love interacting with people, practicing excellent communication and interpersonal skills
• You enjoy being the “face” of a clinic or business and representing the brand via an extremely positive, friendly and helpful attitude 
• You are exceptional at managing many tasks and do not feel overwhelmed by multitasking 
• You focus on the details and are able to organize and prioritize them along the way
• You obsess over growth and process improvement and love learning new tools, processes and systems to aid in continual improvement
• You thrive in highly collaborative, fast-paced environments

Benefits

• Competitive compensation
• Health; dental & vision, with an HSA/FSA option
• 401(k) with employer match
• Paid time off
• Paid parental leave 

Diana Health Culture

• Having a growth mindset and striving for continuous learning and improvement
• Positive, can do / how can I help attitude
• Empathy for our team and our clients
• Taking ownership and driving to results
• Being scrappy and resourceful