Director, Patient Support
Skills
- Fluent verbal and written Spanish and English
- 8+ years in call center or patient support within healthcare
- 4+ years in leadership or people management roles
- Experience setting and coaching to performance-based KPIs
- Familiarity with telephony systems, EHRs, and CRM tools
- Strong operational and process-improvement skills
- Data-driven decision making and collaboration with analytics
Responsibilities
- Build, lead, and coach a distributed team of Patient Support Specialists to meet performance benchmarks and service goals.
- Define, monitor, and optimize KPIs for outreach volume, call handling, scheduling conversion, documentation accuracy, and response time.
- Develop workflows, scripts, and QA protocols to ensure consistent, high-quality patient interactions.
- Manage real-time operations including staffing, queue management, and outreach strategies.
- Partner with clinical, product, and operations teams to align patient activation and scheduling workflows.
- Represent patient support in regional committees, escalate process issues, and close feedback loops to improve member experience.
- Collaborate with analytics and engineering to identify automation opportunities and build technology-enabled workflows.
- Serve as systems expert for EHR, CRM, telephony, and digital outreach tools ensuring accurate documentation and data capture.
Education
- Bachelor's degree or equivalent experience
- Relevant coursework or training in healthcare administration preferred
Benefits
- Comprehensive medical, dental, and vision benefits
- Generous PTO policy plus 6 paid holidays
- Competitive compensation
- Home office stipend
- Ground-floor opportunity to shape a fast-growing company
- Remote work flexibility and professional development opportunities
Average salary estimate
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