Director of Patient Support Operations

3 weeks, 5 days ago
Full-time
Executive
Customer and Technical Support
Heartbeat Health

Heartbeat Health

Heartbeat Health is a virtual first cardiology company that utilizes real-time clinical data and device connectivity to provide same-day diagnostic reads, televisits, and care programs. Their mission is to deliver effective, efficient, and engaging hea...

Health Care Providers & Services
11-50
Founded 2017
$28M raised

Description

  • Lead, coach, and develop a high-performing team of frontline managers and patient support staff.
  • Set performance expectations, career development plans, and ongoing coaching programs.
  • Recruit, onboard, and retain exceptional talent.
  • Own the day-to-day operations of the patient support organization.
  • Develop scalable workflows that improve efficiency while preserving a strong patient experience.
  • Monitor operational KPIs, identify bottlenecks, and implement data-driven process improvements.
  • Provide QA oversight and develop quality assurance programs and service standards.
  • Partner with Clinical Operations, Product, Engineering, Revenue Cycle, Credentialing, and Provider Operations to streamline workflows and improve tools.
  • Translate frontline feedback into operational and product improvements.
  • Lead change management, quality assurance, and audit initiatives across the organization.

Requirements

  • 7+ years of healthcare operations or patient services experience.
  • 5+ years leading high-performing customer service, patient operations, or care coordination teams.
  • Experience managing high-volume operational organizations, including clinical or general call centers.
  • Proven success building operational processes in a fast-paced, high-growth environment.
  • Strong analytical skills with experience using operational metrics to drive decisions.
  • Excellent communication and executive presentation skills.
  • Experience partnering cross-functionally with clinical, product, and operations teams.
  • Demonstrated success leading organizational change.
  • Passion for improving patient experience through operational excellence.
  • Experience with HIPAA-compliant operations and strong attention to documentation and patient privacy.

Benefits

  • Remote-first work environment with flexibility, autonomy, and trust.
  • High-autonomy culture with an emphasis on independent, asynchronous work.
  • Mission-driven organization focused on improving cardiovascular care.
  • Fast-paced, agile environment that values experimentation and iteration.
  • Opportunity to have outsized impact in a small, lean team.
  • Equal opportunity employer commitment to diversity and inclusion.

Interested in this position?

Apply directly on the company website

Apply Now

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