Patient Care Representative Team Lead

We are looking for a Patient Care Representative Lead to help us manage and scale our Care Team. This position will play a critical role in our success with delivering high quality care to our patients.

Reporting to the Manager, Patient Care you will manage a group of incredibly skilled and empathetic individuals and will be crucial in delivering a comprehensive patient experience; helping us ensure that our patients are cared for throughout their surgical process. You’ve hustled, you’ve created, you’ve implemented, and you love the intensity of a startup in high-growth mode.

This is a full time remote position. We are open to candidates in any U.S. time zone. The salary range for this role is $70k - $80k plus bonus.

You’re excited about this opportunity because you will...

• Ensure a differentiated, high-touch experience for each patient
• Mentor, coach, and motivate direct reports through demonstration of best practices and leading by example
• Collaborate with management to develop strategic, operational, and technological solutions for improving quality, while also reducing the cost of care delivered
• Demonstrate ongoing oversight of care team activities
• Evaluate performance metrics including but not limited to patient satisfaction, utilization trends, queue KPIs, engagement rates, staff productivity, and other department/organizational metrics
• Implement standards to maximize productivity, quality, and an outstanding patient experience
• Assess and resolve any escalations from our patients
• Onboard new team members quickly and efficiently, whether in a remote or in-person environment

We’re excited about you because…

You have experience in the digital health space with experience leading teams in a start-up environment that work directly with patients to improve their health. Your track record speaks for itself, but you’re yearning for an opportunity to take your experience and apply it to a fresh new opportunity that is poised for enormous growth. We also hope to see from you: 

• 3-5+ years of experience in roles that work with patients or end-users of digital health platforms
• 2-3+ years in leadership or management of a care team
• Strong skills working with Telephony systems, Customer Relationship Management (CRM) systems, or other relevant technologies
• Commitment to providing the highest level of service through the right mix of empathy, professionalism, and integrity
• The ability to cut through the noise of a fast-paced start-up environment and affect real change that impacts your direct reports and the patients that rely on them
• Appropriately handle confidential information and adhere to HIPAA requirements
• Excellent verbal and written communication skills and an ability to communicate with a variety of stakeholders
• Strong “patient first” values
• Proven track record in career growth and leadership opportunities
• Data-driven and analytical skills; able to effectively analyze and communicate data to drive high-value, actionable insights, and lead your team
• Experience handling aggressive deadlines, keeping many balls in the air, and prioritizing work in a fast-paced, dynamic environment
• Experience with self-funded employer benefit plans and an understanding of healthcare bundled payment models are both serious pluses
• An entrepreneurial spirit, creative problem solving, and innovative thinking
• A natural self-starter who is comfortable working independently
• Entrepreneurial and resourceful — As an early member of a startup, we need people who can find creative ways to make a big impact quickly and without much direction.
• Experience handling deadlines, keeping many balls in the air, and prioritizing work in a fast-paced, dynamic environment.