Director of Patient Support Operations

🕒 il y a 8 jours

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🔴 Expert

⚙️ Opérations

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Heartbeat Health

Site WebLinkedInTous les Emplois

11 - 50 employés

🏥 Santé

⚕️ Assurance santé

📡 Télécommunications

Healthcare • Healthcare Insurance • Telecommunications

Heartbeat Health est une entreprise de santé révolutionnaire qui se concentre sur la transformation des soins cardiovasculaires grâce à une cardiologie à priorité virtuelle. En tirant parti de la connectivité des appareils et des données cliniques en temps réel, elle fournit à distance des soins cardiovasculaires accessibles et de haute qualité, offrant des services tels que des téléconsultations, des diagnostics le jour même et des programmes de soins complets. Heartbeat Health vise à rendre les soins cardiaques plus accessibles et efficaces en utilisant un modèle national qui permet une livraison coordonnée entre les patients, les cardiologues et les médecins généralistes. Elle collabore avec divers partenaires pour créer une expérience de santé connectée et fluide, à la fois synchroniquement et asynchroniquement. Son approche simplifie les processus de soins complexes en étapes gérables, améliorant les résultats et l'engagement des patients, surtout dans les régions où l'accès aux cardiologues est limité.

Description

• Lead, coach, and develop a high-performing team of Heart Heroes and frontline managers. • Establish performance expectations, career development plans, and ongoing coaching programs. • Foster a culture of accountability, empathy, continuous improvement, and operational excellence. • Recruit, onboard, and retain exceptional talent. • Own the day-to-day operations of the Heart Hero organization. • Develop scalable workflows that improve efficiency while maintaining a world-class patient experience. • Monitor operational KPIs including service levels, speed to answer, answer rate, scheduling turnaround time, referral turnaround time, queue performance, quality scores, patient satisfaction/engagement, and productivity metrics. • Identify bottlenecks and implement process improvements using data. • Champion a seamless patient experience across every touchpoint. • Provide QA support and oversight to ensure and improve quality of patient interactions. • Partner with Clinical Operations to improve communication, education, and care coordination. • Ensure consistent, compassionate, and high-quality interactions across phone, email, text, and virtual platforms. • Develop quality assurance programs and service standards. • Partner with Product and Engineering to improve internal tools and patient-facing technology. • Collaborate with Revenue Cycle, Clinical Operations, Credentialing, and Provider Operations to streamline workflows. • Translate frontline feedback into product and operational improvements. • Lead change management initiatives across the organization. • Develop dashboards and reporting to monitor operational health. • Analyze trends in patient engagement, scheduling, escalations, and operational performance. • Build scalable staffing models and workforce planning strategies. • Establish SOPs and documentation that support rapid growth. • Ensure operational processes comply with HIPAA and organizational policies. • Maintain high standards for documentation, data quality, and patient privacy. • Lead quality assurance and audit initiatives.

🎯 Exigences

• 7+ years of healthcare operations or patient services experience • 5+ years leading high-performing customer service, patient operations, or care coordination teams • Experience managing high-volume operational organizations, which could include a clinical or general call center. • Proven success building operational processes in a fast-paced, high-growth environment • Strong analytical skills with experience using operational metrics to drive decision making • Excellent communication and executive presentation skills • Experience partnering cross-functionally with clinical, product, and operations teams • Demonstrated success leading organizational change • Passion for improving patient experience through operational excellence

🏖️ Avantages

• We are mission-driven: we're revolutionizing the way cardiovascular care is delivered • We are fast-paced & agile: we move quickly, iterate often, and value experimentation • We are remote-first: flexibility, autonomy, and trust are at the core of how we operate • We care about diversity: diversity allows us to build an excellent patient experience • We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status