Director of Patient Support Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate a high-achieving team of Heart Heroes and frontline managers.

• Set performance objectives, career development strategies, and ongoing coaching initiatives.

• Promote a culture of accountability, empathy, continuous enhancement, and operational excellence.

• Recruit, onboard, and retain outstanding talent.

• Oversee the daily operations of the Heart Hero organization.

• Create scalable workflows that enhance efficiency while delivering a world-class patient experience.

• Track operational KPIs including service levels, response speed, answer rate, scheduling turnaround time, referral turnaround time, queue performance, quality scores, patient satisfaction/engagement, and productivity metrics.

• Identify bottlenecks and implement process improvements based on data analysis.

• Advocate for a seamless patient experience at every interaction point.

• Provide quality assurance support and oversight to ensure and enhance the quality of patient interactions.

• Collaborate with Clinical Operations to enhance communication, education, and care coordination.

• Maintain consistent, compassionate, and high-quality interactions across phone, email, text, and virtual platforms.

• Develop quality assurance programs and service standards.

• Partner with Product and Engineering to enhance internal tools and patient-facing technology.

• Work alongside Revenue Cycle, Clinical Operations, Credentialing, and Provider Operations to streamline workflows.

• Translate frontline feedback into product and operational enhancements.

• Spearhead change management initiatives throughout the organization.

• Create dashboards and reports to monitor operational health.

• Analyze trends in patient engagement, scheduling, escalations, and operational performance.

• Construct scalable staffing models and workforce planning strategies.

• Develop SOPs and documentation that facilitate rapid growth.

• Ensure operational processes adhere to HIPAA and organizational policies.

• Uphold high standards for documentation, data quality, and patient privacy.

• Lead quality assurance and audit initiatives.

⛳️ Requirements

• 7+ years of experience in healthcare operations or patient services.

• 5+ years of experience leading high-performing customer service, patient operations, or care coordination teams.

• Experience managing high-volume operational organizations, which may include a clinical or general call center.

• Proven track record of establishing operational processes in a fast-paced, high-growth environment.

• Strong analytical skills with experience utilizing operational metrics to inform decision-making.

• Exceptional communication and executive presentation skills.

• Experience collaborating cross-functionally with clinical, product, and operations teams.

• Demonstrated success in leading organizational change.

• Commitment to enhancing patient experience through operational excellence.

🏝️ Benefits

• We are mission-driven: we're transforming the delivery of cardiovascular care.

• We are fast-paced & agile: we adapt quickly, iterate often, and encourage experimentation.

• We are remote-first: flexibility, autonomy, and trust are fundamental to our operations.

• We value diversity: diverse perspectives help us create an exceptional patient experience.

• We are an equal opportunity employer: we do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.