Team Lead, Patient Support Center
Core
Lead and coach frontline specialists in a remote patient support center to navigate access to outpatient mental healthcare, combining operational oversight with hands-on patient support.
Role type
Senior IC team lead (patient access & call center operations)
Builds
Patient access workflows and scheduled first visits for outpatient mental healthcare
Domain
Healthcare (mental health) + Call center operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Healthcare operations experience, call center workflow management, team coaching, HIPAA compliance, multichannel communication, performance data analysis, scheduling workflows, EMR systems familiarity, conflict resolution, quality assurance auditing
Preferred skills
Prior team lead experience, insurance plan knowledge, patient access process expertise
Technologies
EMR systems, reporting tools, communication platforms (phone, text, email, portal, web-chat)
Responsibilities
Lead daily Patient Support Center operations including call queues, workflows, staffing, and performance metrics; Operate as a player-coach (80% supervisory, 20% frontline support); Serve as escalation point for complex patient concerns; Coach specialists on call quality, conversion, and patient experience; Audit patient interactions and documentation for accuracy and compliance; Convert inbound leads into scheduled visits; Model hospitality-focused service across multichannel interactions
Seniority
Senior, hands-on IC