Patient Support Team Lead (Healthcare)

TL;DR

Patient Support Team Lead (Healthcare): Leading the team responsible for eligibility list outreach, inbound patient call support, and scheduling operations with an accent on workflow optimization and quality assurance. Focus on scaling a community-oriented primary care model and managing performance metrics for high-need members.

Location: Remote (Must be authorized to work in the United States)

Salary: $70,000 - $80,000

Company

A tech-enabled primary care organization serving underserved populations through culturally competent primary, behavioral, and social care.

What you will do

• Manage and coach Patient Support Specialists through 1:1s, performance reviews, and skills development.
• Oversee outreach to health plan eligibility lists to ensure SLAs and documentation standards are met.
• Direct inbound patient call workflows, ensuring timely response to inquiries and accurate scheduling.
• Develop and maintain SOPs for outreach and call handling while conducting QA audits.
• Track operational KPIs, including conversion rates and patient satisfaction, to refine staffing models.
• Collaborate cross-functionally with Clinical, Account Management, and Operations teams.

Requirements

• 3–5+ years in healthcare operations, patient access, or call center management.
• 1–2+ years of experience in people management or team leadership.
• Must be authorized to work in the United States.
• Proficiency with CRM, scheduling systems, or care management platforms.
• Strong skills in operational management and workflow design.

Nice to have

• Experience working with Medi-Cal, ECM, CalAIM, or community-based programs.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• Equity compensation package and 401k.
• Flexible PTO policy to support work-life balance.
• $1,000 home office stipend and provided work equipment.
• Opportunities for rapid career progression within a scaling organization.