Director of Patient Support

Job Summary

Leading a high-performing remote team, the full-time salaried Director of Patient Support will engage patients, drive retention, and oversee team performance across multiple channels while collaborating with clinical and operational teams.

Key responsibilities

• Build and inspire a team of Patient Support Specialists to achieve performance benchmarks and enhance patient experience
• Establish and refine team KPIs, implementing workflows and quality assurance protocols for consistent patient interactions
• Collaborate cross-functionally to ensure alignment in patient activation, scheduling workflows, and operational improvements

Required qualifications

• Fluent in Spanish and English (verbal and written)
• 8+ years of call center or patient support experience in healthcare, with at least 4 years in a leadership role
• Experience developing and managing performance-based KPIs and coaching to outcomes
• Strong track record of customer service excellence and driving patient satisfaction
• Familiarity with telephony systems, EHRs, and digital outreach tools; Athena experience is a plus