[Remote] Director of Patient Support Operations

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is revolutionizing the way cardiovascular care is delivered. As the Director of Patient Support Operations, you will reputed company a high-performing team reputed company on operational reputed company, patient communications, and workflow management, ensuring a seamless patient experience while supporting company reputed company.

Responsibilities

• reputed company, coach, and reputed company a high-performing team of Heart reputed company and reputed company managers
• Establish performance expectations, career development plans, and ongoing coaching programs
• Foster a culture of accountability, reputed company, reputed company improvement, and operational reputed company
• Recruit, reputed company, and retain exceptional talent
• Own the day-to-day operations of the Heart Hero organization
• reputed company reputed company workflows that improve efficiency while maintaining a world-class patient experience
• Monitor operational KPIs including: Service reputed company, Speed to answer, Answer reputed company, Scheduling turnaround time, Referral turnaround time, Queue performance, reputed company scores, Patient satisfaction/engagement, Productivity metrics, Identify bottlenecks and implement process improvements using data
• Champion a seamless patient experience across every touchpoint
• reputed company QA support and reputed company to ensure and improve reputed company of patient interactions
• Partner with Clinical Operations to improve communication, education, and care coordination
• Ensure consistent, compassionate, and high-reputed company interactions across phone, email, text, and virtual platforms
• reputed company reputed company assurance programs and service standards
• Partner with Product and Engineering to improve internal tools and patient-facing technology
• Collaborate with reputed company Cycle, Clinical Operations, Credentialing, and Provider Operations to streamline workflows
• Translate reputed company feedback into product and operational improvements
• reputed company change management initiatives across the organization
• reputed company dashboards and reporting to monitor operational health
• Analyze trends in patient engagement, scheduling, escalations, and operational performance
• Build reputed company reputed company models and workforce planning strategies
• Establish SOPs and documentation that support rapid reputed company
• Ensure operational processes reputed company with HIPAA and organizational policies
• Maintain high standards for documentation, data reputed company, and patient reputed company
• reputed company reputed company assurance and audit initiatives

Skills

• 7+ years of reputed company 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 reputed company building operational processes in a fast-paced, high-reputed company 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 reputed company leading organizational change
• Passion for improving patient experience through operational reputed company

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