Director of Patient Support Operations

🕒 July 30

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

⚙️ Operations

🦅 H1B Visa Sponsor

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👻 Ghost score 22%

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Heartbeat Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

⚕️ Healthcare Insurance

📡 Telecommunications

Healthcare • Healthcare Insurance • Telecommunications

Heartbeat Health is a revolutionary healthcare company focused on transforming cardiovascular care through virtual-first cardiology. By leveraging device connectivity and real-time clinical data, they provide accessible, high-quality cardiovascular care remotely, offering services such as televisits, same-day diagnostic reads, and comprehensive care programs. Heartbeat Health aims to make heart health care more accessible and effective, using a nationwide model that allows for coordinated delivery between patients, cardiologists, and primary care physicians. They collaborate with various partners to create a seamless, connected health experience, both synchronously and asynchronously. Their approach simplifies complex care processes into manageable steps, improving patient outcomes and engagement, especially in regions with limited access to cardiologists.

📋 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.

🎯 Requirements

• 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

🏖️ Benefits

• 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