Patient Support Lead

Meet knownwell, weight-inclusive healthcare for all. Join a dynamic company that is changing the way care is delivered to patients with obesity. knownwell is a weight-inclusive healthcare company offering metabolic health services, primary care, nutrition counseling and behavioral health services for anyone of any size. Our hybrid model allows for both in-clinic and virtual care to bring support to patients where and when they need it. To learn more about our recent Series A funding, led by Andreessen Horowitz, please check out this article.   

As Patient Support Lead, you will be responsible for overseeing the day-to-day operations of our patient support functions, including call center operations, BPO vendor management, customer support, prior authorization, medical records, and multi-channel support teams (phone, email, chat) across multiple time zones. You will ensure efficient and high-quality patient support delivery and drive operational excellence across our remote support network. Reporting to our Chief Operating Officer, you will play a crucial role in scaling our patient support services nationwide. This position offers an opportunity to define the future of obesity medicine and to make a significant impact on the lives of patients by helping them navigate their healthcare journey. 

• Patient Support Operations Management:  
• Oversee daily operations of patient support functions across multiple time zones, ensuring a smooth patient experience, efficient resource utilization, and adherence to company policies and procedures 

• Develop and implement standardized operational processes across all support channels and teams, considering the challenges and opportunities of a distributed workforce 

• Monitor and optimize support performance metrics, including patient satisfaction, response times, and first-call resolution rates, accounting for different time zones and peak hours 

• Distributed Team and Vendor Management:  

• Recruit, train, and manage a geographically dispersed in-house support staff and oversee BPO vendor relationships 

• Implement effective remote management practices, including regular virtual check-ins, team building activities, and performance evaluations 

• Foster a positive and inclusive remote work environment that promotes teamwork, communication, and continuous improvement across time zones 

• Manage vendor contracts, performance, and relationships to ensure alignment with knownwell's goals and standards, considering global time differences 

• 24/7 Patient Experience Enhancement:  

• Implement and oversee patient experience initiatives to ensure high levels of satisfaction across all support channels, regardless of time zone 

• Manage patient feedback systems and develop action plans to address concerns and improve service delivery, considering regional differences 

• Collaborate with clinical teams to ensure seamless patient care coordination across different geographical areas 

• Remote Operational Performance:  

• Monitor and analyze support center performance, including key performance indicators (KPIs) and service level agreements (SLAs) 

• Develop and manage support center budgets, identifying areas for cost optimization and efficiency improvements in a remote work setting 

• Collaborate with the finance team to ensure accurate billing and collections processes related to patient support activities 
• Virtual Compliance and Quality Assurance:  

• Ensure compliance with all relevant healthcare regulations, HIPAA requirements, and patient privacy standards across all remote work locations 

• Implement and maintain quality assurance programs to ensure the highest standards of patient support and safety in a distributed work environment 

• Conduct regular virtual audits and implement corrective actions as needed 

• Cloud-Based Technology and Systems Management:  

• Oversee the implementation and optimization of cloud-based customer relationship management (CRM) systems, knowledge bases, and support technologies suitable for remote teams 

• Identify opportunities for technological improvements to enhance support efficiency and patient experience in a distributed work environment 

• Digital Prior Authorization and Medical Records Management:  

• Develop and optimize digital processes for efficient prior authorization submissions and approvals 

• Oversee secure, cloud-based medical records management, ensuring proper handling, storage, and retrieval of patient information 

• Collaborate with clinical teams to streamline documentation processes for improved support operations in a remote setting 

• Strategic Planning for Global Support:  

• Participate in strategic planning initiatives for support center expansion and service line development 

• Collaborate with leadership to identify and evaluate new support channels and technologies suitable for a distributed workforce 

• Support the integration of new support functions or acquired services into the knownwell network, ensuring seamless operations across all time zones 

• Cross-functional Virtual Collaboration:  

• Work closely with clinical leadership to ensure alignment between support operations and clinical objectives across different geographical areas 

• Collaborate with marketing and growth teams to support patient acquisition and retention efforts on a national scale 

• Partner with product and technology teams to implement and optimize digital health solutions that enhance patient support for a geographically diverse patient base 

• Bachelor's degree 

• 7+ years of experience in healthcare customer support or call center operations management, preferably in a multi-channel and remote work environment 

• Strong understanding of healthcare regulations, reimbursement models, and industry trends 

• Proven track record of improving operational efficiency and patient satisfaction in healthcare support settings 

• Experience managing BPO vendors and outsourced support operations across different time zones 

• Excellent remote leadership and virtual team management skills, with the ability to motivate and develop staff in a distributed work setting 

• Strong analytical and problem-solving skills, with experience in using data to inform strategic decisions for geographically dispersed teams 

• Exceptional communication and interpersonal skills, capable of working effectively across all levels of the organization in a virtual environment 

• Proficiency in cloud-based CRM systems, support technologies, and data analysis tools suitable for remote work 

• Knowledge of prior authorization processes and medical records management in healthcare settings 

We offer a competitive salary, comprehensive benefits package, and the opportunity to be part of a purpose-driven organization that is dedicated to making a positive impact on the lives of patients. If you are an ambitious and experienced design leader who is passionate about transforming healthcare and creating meaningful change, we invite you to apply and join our dynamic team. Interested in joining us? Please send us a note at hiring@knownwell.health  

knownwell, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.