患者支持中心团队负责人
Team Lead, Patient Support Center
Geode Health 是一家快速发展的全国性门诊心理健康服务提供商。我们的使命是“通过使心理健康服务更易获得、更负担得起和更有效，从而改变心理健康”。
我们是谁
Geode Health 是一家快速发展的全国性门诊心理健康服务提供商。我们的使命是通过为患者提供符合其需求的可及、可负担且有效的心理健康护理，帮助他们过上更健康、更有回报的生活。我们的患者支持中心是通往这种护理的门户，通常是患者与 Geode 的首次人际接触，也是消除寻求帮助的人与能够提供支持的提供者之间障碍的第一步。
职位描述
患者支持中心团队主管是一个监督级别的职位，负责支持患者支持中心的日常运营、团队表现和服务质量。该职位帮助带领患者支持专员将高意向的来电、转介回拨和网络线索转化为首次预约，同时支持较少数量的现有患者电话处理和转接工作。
团队主管是患者支持经理的实地教练、问题升级资源和运营合作伙伴。此人帮助确保团队在接通率、服务级别、转化率、服务质量、文档记录、通话后工作和患者体验方面达到预期，同时支持积极、负责和以成长为导向的团队文化。
你将负责
领导每日患者支持中心运营
- 作为教练兼参与者，约 80% 的时间专注于监督职责，最多 20% 的时间用于高峰时段支持、备用覆盖或前线电话处理，根据需要进行调整。
- 监控电话队列、工作流程、人员配置、通话后工作和其他运营指标，以支持及时有效的患者接入。
- 与患者支持经理合作，协调每日团队重点、工作流程调整和人员需求。
- 作为复杂或未解决的患者问题的升级点，确保迅速、专业且以患者为中心的解决。在工作日和周末的延长工作时间中提供值班升级支持。
- 支持遵守政策、程序、HIPAA 要求、文档标准和质量期望。
指导和发展患者支持专员
- 提供及时且具有行动力的指导、反馈和支持，帮助患者支持专员提高表现。
查看英文原文
Geode Health is a rapidly growing, national provider of outpatient mental health services. Our Mission is to “Transform mental health by making it more accessible, affordable and effective”.
Who We Are
Geode Health is a rapidly growing, national provider of outpatient mental health services. Our mission is to empower our patients to live healthier, more rewarding lives through accessible, affordable, and effective mental healthcare tailored to their needs. Our Patient Support Center is the front door to that care, often a patient’s first human connection with Geode and the first step in removing barriers between someone seeking help and the provider who can support them.
The Role
The Team Lead, Patient Support Center is a supervisor-level role responsible for supporting day-to-day operations, team performance, and service quality across the Patient Support Center. This role helps lead Patient Support Specialists as they convert high-intent inbound calls, referral callbacks, and web leads into scheduled first visits, while also supporting a smaller volume of established patient call handling and routing hand-offs.
The Team Lead serves as a hands-on coach, escalation resource, and operational partner to the Manager, Patient Support. This person helps ensure the team meets expectations for answer rate, service level, conversion, quality, documentation, after-call work, and patient experience while supporting a positive, accountable, and growth-oriented team culture.
What You’ll Do
Lead Daily Patient Support Center Operations
- Operate as a player-coach, with approximately 80% of time focused on supervisory responsibilities and up to 20% reserved for peak-volume support, reserve coverage, or frontline call handling as needed.
- Monitor call queues, workflows, staffing coverage, after-call work, and other operational metrics to support timely, effective patient access.
- Help coordinate daily team priorities, workflow adjustments, and coverage needs in partnership with the Manager, Patient Support.
- Serve as an escalation point for complex or unresolved patient concerns, ensuring prompt, professional, and patient-centered resolution. Support on-call escalation coverage during weekday and weekend extended hours.
- Support adherence to policies, procedures, HIPAA requirements, documentation standards, and quality expectations.
Coach and Develop Patient Support Specialists
- Provide timely and actionable coaching, feedback, and support to help Patient Support Specialists strengthen call quality, conversion, accuracy, and patient experience.
- Support onboarding, training, and ongoing skill development for new and existing team members.
- Partner with the Manager, Patient Support to identify performance trends, coaching needs, and opportunities for team improvement.
- Contribute to a positive, inclusive team culture grounded in accountability, collaboration, learning, and Geode’s mission.
Drive Quality, Conversion, and Patient Experience
- Help the team convert high-intent inbound calls, referral callbacks, and web leads into scheduled first visits through empathy, clarity, and effective barrier removal.
- Audit patient interactions and system documentation to ensure accuracy, completeness, and compliance with operational standards.
- Use reporting, call review, and performance insights to recommend workflow improvements and strengthen team outcomes.
- Model calm, personalized, hospitality-driven service that helps patients feel confident taking the next step in care.
Who You Are
- A people-centered leader who enjoys coaching others and helping teams perform at their best.
- Calm, organized, and confident in a fast-paced, phone-based and multichannel (text, email, portal, web chat) environment with changing priorities.
- A strong communicator who can support sensitive patient situations with empathy, professionalism, and sound judgment.
- Motivated by measurable goals and comfortable using feedback, reporting, and performance insights to improve outcomes.
- Collaborative, accountable, and willing to jump in where needed to support the team and the patient experience.
- Passionate about mental healthcare and Geode’s mission to expand access to exceptional care.
What You Bring
- 3–5+ years of experience in a healthcare, call center, patient access, customer service, or hospitality environment; prior team lead or supervisory experience preferred.
- Experience coaching, training, or supporting frontline team members in a goal-oriented, quality-focused environment.
- Strong understanding of call center workflows, service levels, documentation expectations, and patient experience standards.
- Familiarity with insurance plans, scheduling workflows, EMR systems, and patient access processes preferred.
- Strong computer skills and the ability to navigate multiple systems while supporting team members and patients.
- A quiet, professional remote workspace and reliable connectivity.
- Associate’s or bachelor’s degree preferred.
Originally posted on Himalayas