Supervisor, Patient Solutions

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

📋 Description

• Direct the daily workflows for outbound and inbound operations to ensure exceptional patient engagement, operational effectiveness, and prompt care management support.

• Track productivity, ensure documentation accuracy, and monitor escalation activities to meet team KPIs, which include enrollment, contact, conversion, and abandonment rates.

• Supervise the queues for inbound enrollment, onboarding, and care management.

• Handle complex operational escalations through collaboration across different functions.

• Identify workflow bottlenecks, utilize data insights, and apply best practices for improvement.

• Lead, coach, and mentor a remote team of Outreach Specialists and Coordinators.

• Conduct regular one-on-one coaching sessions, performance evaluations, and individual development planning.

• Promote an inclusive, empathetic, and patient-centered work culture.

• Identify skill deficiencies and organize ongoing training initiatives.

• Collaborate with stakeholders and medical practices to remove care barriers and enhance the patient experience.

• Assist in testing, iteration, and scaling of workflows for the CMS ACCESS model and AI engagement platform.

• Represent the team in departmental meetings, communicating performance outcomes, operational risks, and workflow updates to leadership.

• Lead or assist with special operational projects.

⛳️ Requirements

• High School Diploma.

• Over 3 years of supervisory experience in patient outreach, customer service, or call center operations.

• Excellent verbal and written communication abilities.

• Familiarity with Call Center Platforms and telephony systems.

• Demonstrated capability to excel and adapt in a fast-paced environment as program scopes change.

• Strong skills in cross-functional collaboration, with a proven history of converting team KPI data into actionable operational enhancements.

• Willingness to work shift schedules that align with Eastern Standard Time (EST), including potential evening and Saturday coverage as necessary.

• Ability to sit for extended periods at a desk while working on a computer.

🏝️ Benefits

• Flexible work schedules and remote work options are available for many positions.

• Health, dental, and vision insurance coverage up to 80% for employees, their dependents, and domestic partners.

• A comprehensive time-off policy offering 21 days of PTO in your first year.

• Two paid volunteer days and 11 paid holidays.

• 12 weeks of paid parental leave for all new parents.

• Six weeks of paid sabbatical after six years of service.

• Educational Assistance Program and Clinical Employee Reimbursement Program.

• 401(k) plan with up to a 4% employer match.

• Stock options.