Team Lead, Patient Support Center
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Lead, Patient Support Center based in the United States.
This remote leadership role supports the day-to-day operations and performance of a patient support center in a growing healthcare environment.
You’ll lead and coach frontline specialists who help patients navigate access to outpatient mental healthcare.
The role combines people leadership, operational oversight, quality management, and hands-on patient support.
You’ll monitor service levels, conversion, call quality, documentation, staffing coverage, and patient experience metrics.
As a player-coach, you’ll spend most of your time supporting the team while stepping into frontline coverage during periods of high demand.
You’ll also serve as an escalation resource for complex patient concerns and help strengthen workflows and team performance.
This is an opportunity to build a supportive, accountable culture while directly contributing to more accessible patient care.
Accountabilities
Lead daily Patient Support Center operations, including call queues, workflows, staffing coverage, after-call work, and operational performance metrics.
Operate as a player-coach, dedicating approximately 80% of time to supervisory responsibilities and up to 20% to peak-volume support, reserve coverage, or frontline call handling.
Coordinate daily priorities, workflow changes, and coverage requirements in partnership with the Patient Support Manager.
Serve as an escalation point for complex or unresolved patient concerns, providing timely, professional, and patient-centered resolutions.
Support weekday and weekend extended-hours escalation coverage as required.
Ensure adherence to policies, procedures, HIPAA requirements, documentation standards, and quality expectations.
Coach Patient Support Specialists through timely, actionable feedback focused on call quality, conversion, accuracy, and patient experience.
Support onboarding, training, and ongoing development for new and existing team members.
Partner with management to identify performance trends, coaching opportunities, and areas for team improvement.
Help convert inbound calls, referral callbacks, and web leads into scheduled first visits through empathetic communication and effective barrier removal.
Audit patient interactions and system documentation for accuracy, completeness, and compliance.
Use reporting, call reviews, and performance data to identify workflow improvements and strengthen team outcomes.
Model calm, personalized, hospitality-focused service across phone, text, email, portal, and web-chat interactions.
3-5+ years of experience in healthcare, call center operations, patient access, customer service, hospitality, or a related environment.
Previous team lead or supervisory experience is preferred.
Demonstrated experience coaching, training, or supporting frontline employees in a goal-oriented and quality-focused environment.
Strong understanding of call center workflows, service levels, documentation requirements, and patient experience standards.
Familiarity with insurance plans, scheduling workflows, EMR systems, and patient access processes is preferred.
Strong computer skills and the ability to navigate multiple systems and communication channels effectively.
Excellent verbal and written communication skills, with the ability to handle sensitive patient situations with empathy, professionalism, and sound judgment.
Strong organizational skills and the ability to manage changing priorities in a fast-paced, multichannel environment.
Comfortable using performance data, reporting, feedback, and call reviews to improve team outcomes.
Collaborative, accountable, coachable, and willing to provide hands-on support when operational needs require it.
Associate’s or bachelor’s degree preferred.
Passion for improving access to mental healthcare and supporting a patient-centered service experience.
Reliable internet connectivity and a quiet, professional workspace suitable for remote work.
Fully remote position within the United States.
Full-time employment.
Leadership opportunity within a growing outpatient mental healthcare environment.
Player-coach role combining team leadership, professional development, and operational responsibilities.
Opportunity to directly contribute to patient access and experience.
Collaborative environment focused on coaching, accountability, learning, and continuous improvement.
Exposure to healthcare operations, patient access, scheduling, quality management, and multichannel support.