Lead, Patient Support Center

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

📋 Description

• Oversee daily operations of the Patient Support Center in a player-coach capacity.

• Allocate roughly 80% of time to supervisory duties and up to 20% for peak-volume assistance, reserve coverage, or direct call handling.

• Supervise call queues, workflows, staffing levels, after-call tasks, and operational metrics.

• Collaborate with the Manager of Patient Support to coordinate daily team priorities, workflow modifications, and coverage requirements.

• Act as a point of escalation for intricate or unresolved patient issues.

• Provide support for on-call escalation coverage during extended hours on weekdays and weekends.

• Mentor Patient Support Specialists on call quality, conversion rates, accuracy, and enhancing patient experience.

• Assist in onboarding, training, and continuous skill enhancement.

• Identify performance trends, coaching needs, and opportunities for team improvement.

• Aid in converting inbound calls, referral callbacks, and web inquiries into scheduled initial appointments.

• Conduct audits of patient interactions and system documentation to ensure accuracy, completeness, and compliance.

• Utilize reporting, call reviews, and performance insights to suggest workflow enhancements.

• Exemplify calm, personalized, and hospitality-driven patient service.

⛳️ Requirements

• 3–5+ years of experience in a healthcare, call center, patient access, customer service, or hospitality setting.

• Previous team lead or supervisory experience is preferred.

• Proven experience in coaching, training, or supporting frontline team members in a goal-oriented and quality-focused environment.

• Strong comprehension of call center workflows, service levels, documentation expectations, and patient experience standards.

• Familiarity with insurance plans, scheduling processes, EMR systems, and patient access procedures is preferred.

• Proficient computer skills and ability to navigate multiple systems while assisting team members and patients.

• A quiet, professional remote workspace and dependable connectivity are required.

• An associate’s or bachelor’s degree is preferred.

• Capability to support on-call escalation coverage during extended hours on weekdays and weekends.

• Knowledge of HIPAA regulations, documentation standards, and quality expectations.

🏝️ Benefits

• Remote work arrangement.

• Requirement for a quiet, professional remote workspace.

• Reliable connectivity for remote work.