Patient Services Lead

As a Patient Services Lead at Willow, your primary responsibilities will include overseeing all aspects of patient support operations, training new and existing staff, and ensuring that service quality remains high. You will also monitor the daily activities of customer service platforms to improve operational efficiency and handle escalations professionally.

To apply for the Patient Services Lead position at Willow, you should have proven experience in a leadership role within customer service, ideally in the healthcare sector. Strong communication skills, a customer-centric mindset, and the ability to manage multiple priorities under pressure are essential qualifications for this role.

At Willow, you can expect a fun and casual work environment that promotes collaboration and employee engagement. We are a diverse, global team and offer flexible work arrangements that allow you to work from anywhere.

Willow provides a range of benefits including unlimited PTO, non-working holidays based on your country of residence, performance-based salary increases and bonuses, referral bonuses, and financial support for online courses to facilitate your continuous learning and professional growth.

Willow is committed to comprehensive training and development for all staff, including the Patient Services Lead. You will assist in onboarding new customer service representatives and conduct ongoing training for existing staff to enhance their skills and competencies, thereby ensuring top-notch service delivery.

When discussing your management style, emphasize your approach to fostering a supportive and collaborative environment. Highlight examples where you have successfully trained and developed staff while maintaining high service standards to create a cohesive team.

Explain your process for handling escalations, emphasizing your ability to remain calm under pressure and seek a resolution that balances patient satisfaction with company policies. Using specific examples can strengthen your response.

Discuss your approach to identifying training needs and developing tailored training plans. Sharing a successful training initiative you led in the past can illustrate your effectiveness in this area.

Describe your organizational skills and tools or methods you use to prioritize tasks effectively. Providing examples of how you have managed competing deadlines in previous roles can showcase your ability to handle multiple priorities.

Talk about your familiarity with various customer service platforms and how you've utilized them to enhance service delivery. If you have experience with specific tools like Intercom or Slack, mention them to demonstrate your technical skills.

To foster a positive team culture, share your strategies for encouraging open communication, team bonding activities, and recognizing individual contributions. Providing insights into your methods for maintaining morale can benefit your response.

Discuss the importance of gathering patient feedback and various techniques you’ve utilized, such as surveys or follow-up calls, to understand their experiences. Highlight how you’ve used this feedback to improve service delivery.

Share your commitment to continuous learning by mentioning relevant industry blogs, webinars, or professional groups you follow. Emphasizing your initiative in staying informed can present you as a dedicated professional.

Use the STAR (Situation, Task, Action, Result) method to share a specific instance where you identified a process improvement and the positive outcome it had on your team or patient experience.

Express your alignment with Willow’s mission of a patient-centric approach to weight management and how your values resonate with the company culture. Sharing specific aspects of Willow that excite you can personalize your answer.