Director, Patient & Provider Services

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

📋 Description

• Establish, oversee, and enhance key performance and quality metrics and standards—including productivity, reliability, and patient satisfaction—while effectively managing operational efficiency and costs.

• Develop, implement, and execute a strategic organizational plan that promotes operational efficiency, team performance, business outcomes, and high-quality patient-centered support at scale.

• Formulate our talent management strategy in collaboration with our People Success team to define and sustain competency frameworks, career pathways, and succession planning.

• Collaborate with Workforce Management to ensure that staffing models, schedules, and capacity plans align with service levels and business objectives.

• Work alongside key stakeholders to ensure proper staffing across various channels and empower the team to address a range of complex issues while managing ambiguous external dependencies.

• Influence the organization by amplifying the team's insights through clear data narratives and patient-focused stories, partnering across functions to enhance our products and services.

• Collaborate on strategies for patient retention and engagement—designing proactive support programs, escalation protocols, and high-touch interventions that enhance patient retention and minimize churn.

• Implement continuous improvement and lean methodologies to foster a culture of change and operational excellence, including leading pilots and tracking results to guide future decisions.

• Carry out additional duties as assigned.

⛳️ Requirements

• A minimum of 8 years in patient support and 5 years of direct management experience, with a proven ability to scale operations and drive organizational transformation across a multi-layered team.

• A demonstrated history of success in creating, developing, and leading scalable support teams in high-stakes environments, preferably in healthcare, with an understanding of navigating ambiguous external dependencies.

• Proven capability to collaborate with Workforce Management and technical teams to ensure staffing models and capacity plans meet the highest service standards.

• Demonstrated skill in developing personnel, effectively leading teams to achieve metrics and outcomes while fostering intentional patient-centric team cultures.

• Experience in assessing organizational capabilities, identifying gaps, and leading redesign initiatives to enhance business performance.

• Ability to excel in a rapidly scaling, fast-paced, and ambiguous environment, showcasing transformational leadership by guiding your team through periods of swift change and complexity.

• A data-driven, patient-centric approach with strong analytical abilities, including intermediate SQL skills, and the capacity to convert data into actionable insights and strategic recommendations.

• Excellent verbal and written communication skills, with a knack for articulating ideas, gaining buy-in, and nurturing relationships.

• Proven ability to collaborate effectively with humility, inclusivity, and open-mindedness to diverse perspectives. Experience in soliciting input and balancing those viewpoints.

🏝️ Benefits

• Flex PTO policy (3-5 weeks per year recommended) plus 11 paid company holidays.

• Generous parental leave.

• Competitive Medical, Dental, Vision, Life, and AD&D insurance.

• Equip covers a significant portion of benefits premiums for individuals and families.

• Spring Health, a fully employer-paid mental health benefit through Guardian.

• You can access 5 free therapy sessions and 5 free coaching sessions annually for yourself and each of your dependents.

• Employee Assistance Program (EAP), a company-funded resource for mental health, legal services, financial support, and more!

• HealthJoy, a completely employer-paid platform that connects you with a healthcare concierge to help navigate your benefits.

• 401K Option available!

• $50/month stipend directly added to an employee’s paycheck to cover home internet costs.

• $250/month stipend for using a co-working space.

• Initial work-from-home stipend of up to $500.

• Reload of $200 on the home office stipend at the 3-year mark, and then every other year thereafter (year 5, year 7, etc.).

• Company Laptop provided.