Director, Patient Support

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

📋 Description

• Build, lead, and motivate a team of Patient Support Specialists to achieve and surpass performance targets.

• Foster accountability and performance among remote staff through ongoing coaching, structured development plans, and a robust feedback culture.

• Exemplify a customer-first approach and promote an exceptional patient experience.

• Establish, track, and enhance team KPIs related to outreach volume, call handling, scheduling conversions, documentation accuracy, and response time.

• Create and implement workflows, scripts, and quality assurance protocols to guarantee consistent, high-quality interactions with patients.

• Supervise real-time operations to optimize staffing, queue management, and outreach strategies.

• Collaborate with clinical, engagement, and product teams to ensure alignment in patient activation and scheduling workflows.

• Represent Patient Support in regional operating committees and provide reports on localized trends and issues.

• Act as the operational liaison for process escalations and feedback loops regarding patient experience.

• Work with data and analytics to produce insights and performance reports.

• Partner with product, engineering, and analytics teams to identify automation opportunities and develop technology-enabled workflows that enhance performance and member experience.

• Serve as a systems expert for EHR, CRM, telephony, and digital outreach tools; ensure accurate documentation and data capture to support reporting and insights.

⛳️ Requirements

• Proficient in both Spanish and English (verbal and written) – Required

• Over 8 years of experience in call center or patient support team roles within a healthcare environment, with at least 4 years in a leadership position.

• Proven experience in developing and managing performance-based KPIs and coaching to achieve outcomes.

• Strong history of excellence in customer service and enhancing patient satisfaction.

• Familiarity with telephony systems, EHRs, and digital outreach tools; experience with Athena is a plus.

• Exceptional communication, conflict resolution, and problem-solving abilities.

🏝️ Benefits

• Exciting ground-floor opportunity to influence the trajectory of a rapidly growing, impactful healthcare company.

• Comprehensive benefits package including medical, dental, and vision coverage.

• Generous stipend for home office setup.

• Competitive salary.

• Generous paid time off policy, including 6 paid holidays.