Lead, Patient Support Center

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Geode Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🛡️ Insurance

🏥 Healthcare

Consulting • Insurance • Healthcare

Geode Health is a comprehensive mental healthcare provider that offers a wide range of psychiatric and therapeutic services to meet the diverse needs of patients. The company provides treatments for conditions such as depression, anxiety, ADHD, trauma, disordered eating, and addiction. Geode Health emphasizes affordability and accessibility by accepting most insurance plans and offering flexible scheduling options, including in-person and virtual visits. Led by board-certified psychiatrists, their care teams include therapists, nurse practitioners, and physician assistants to ensure patients receive the right care at the lowest cost. Geode Health is committed to ethical, evidence-based practices and works to deliver the highest quality of care in local community settings.

📋 Description

• Lead day-to-day Patient Support Center operations as a player-coach • Spend approximately 80% of time on supervisory responsibilities and up to 20% on peak-volume support, reserve coverage, or frontline call handling • Monitor call queues, workflows, staffing coverage, after-call work, and operational metrics • Coordinate daily team priorities, workflow adjustments, and coverage needs with the Manager, Patient Support • Serve as an escalation point for complex or unresolved patient concerns • Support on-call escalation coverage during weekday and weekend extended hours • Coach Patient Support Specialists on call quality, conversion, accuracy, and patient experience • Support onboarding, training, and ongoing skill development • Identify performance trends, coaching needs, and team improvement opportunities • Help convert inbound calls, referral callbacks, and web leads into scheduled first visits • Audit patient interactions and system documentation for accuracy, completeness, and compliance • Use reporting, call review, and performance insights to recommend workflow improvements • Model calm, personalized, hospitality-driven patient service

🎯 Requirements

• 3–5+ years of experience in a healthcare, call center, patient access, customer service, or hospitality environment • Prior team lead or supervisory experience preferred • Experience coaching, training, or supporting frontline team members in a goal-oriented, quality-focused environment • Strong understanding of call center workflows, service levels, documentation expectations, and patient experience standards • Familiarity with insurance plans, scheduling workflows, EMR systems, and patient access processes preferred • Strong computer skills and ability to navigate multiple systems while supporting team members and patients • Quiet, professional remote workspace and reliable connectivity • Associate’s or bachelor’s degree preferred • Ability to support weekday and weekend extended-hours on-call escalation coverage • Knowledge of HIPAA requirements, documentation standards, and quality expectations

🏖️ Benefits

• Remote work arrangement • Quiet, professional remote workspace requirement • Reliable connectivity for remote work