Director, Patient Support

Leadership & Team Management:

• Build, lead, and inspire a team of Patient Support Specialists to meet and exceed performance benchmarks.
• Drive accountability and performance across remote staff through regular coaching, structured development plans, and a strong feedback culture.
• Model a customer-first mindset and drive best-in-class patient experience.

Operations & Performance Management:

• Establish, monitor, and refine team KPIs related to outreach volume, call handling, scheduling conversions, documentation accuracy, and response time.
• Develop and implement workflows, scripts, and quality assurance protocols to ensure consistent, high-quality interactions with patients.
• Oversee real-time operations to optimize staffing, queue management, and outreach strategies.

Systems, Tools & Process Improvement:

• Collaborate with product, engineering, and analytics teams to identify automation opportunities and build technology-enabled workflows that improve performance and member experience
• Serve as a systems expert for EHR, CRM, telephony, and digital outreach tools; ensure proper documentation and data capture to support reporting and insights