Director, Patient Support (Healthcare)

TL;DR

Director, Patient Support (Healthcare): Leading and growing a distributed patient engagement and retention team with an accent on service excellence, operational efficiency, and patient satisfaction. Focus on building scalable workflows, coaching to KPIs, and integrating technology-enabled support systems.

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

Salary: $150,000-$160,000

Company

hirify.global is a tech-driven healthcare provider specifically built to bring culturally competent care to Latino communities.

What you will do

• Lead and inspire a distributed team of Patient Support Specialists to meet and exceed performance benchmarks.
• Establish and monitor team KPIs related to outreach volume, call handling, scheduling conversions, and response time.
• Develop and implement workflows, scripts, and quality assurance protocols for high-quality patient interactions.
• Partner with clinical, product, and engineering teams to identify automation opportunities and build technology-enabled workflows.
• Oversee real-time operations to optimize staffing, queue management, and outreach strategies.
• Serve as the operational liaison for process escalations and patient experience feedback loops.

Requirements

• Fluent in Spanish and English (verbal and written)
• Must be authorized to work in the United States
• 8+ years of call center or patient support team experience in a healthcare setting.
• At least 4 years of experience in a leadership role.
• Experience with telephony systems, EHRs, and digital outreach tools (Athena experience is a plus).
• Demonstrated experience developing performance-based KPIs and coaching to outcomes.

Culture & Benefits

• Ground floor opportunity to shape the direction of a fast-growing, high-impact healthcare company.
• Comprehensive medical, dental, and vision benefits.
• Generous home office stipend.
• Competitive compensation and generous PTO policy, including 6 paid holidays.