Lead, Patient Support Center

Geode Health

. Lead day-to-day Patient Support Center operations as a player-coach .

Posted 9/17/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Patient Support Center operations, focusing on coaching, training, and improving team performance while ensuring compliance with HIPAA and documentation standards. Proficient in managing call center workflows and enhancing patient experience through effective communication and operational insights.

Highest-signal resume keywords

Patient Support Center OperationsCoaching And TrainingCall Center WorkflowsHIPAA ComplianceTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Quality MonitoringPerformance Insights AnalysisPatient Experience StandardsDocumentation AccuracyScheduling WorkflowsEMR Systems FamiliarityInsurance Plans Knowledge

Soft Skills

Interpersonal CommunicationProblem-SolvingTeam CollaborationCoaching And Mentoring

Tools & Technologies

Call Center SoftwareReporting Tools

Industry Keywords

HealthcarePatient AccessCustomer ServiceHospitalityQuality Standards

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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