Manager of Health Guide Operations & Patient Experience | Permanent WFH

We are seeking a Director of Health Guide Operations & Patient Experience to lead, scale, and optimize a Health Guide function within a virtual healthcare environment.

This role owns patient and client experience end-to-end and is responsible for driving operational excellence across a growing team of Health Guides, including multiple team leads.

The Director is expected to design the Health Guide function so that volume can scale rapidly with minimal incremental headcount , through automation, workflow redesign, and system improvements.

Reporting: This role reports to the Senior Vice President of Clinical Operations.

Key Responsibilities

Health Guide Leadership & Performance

• Directly manage Health Guide Leads and indirectly manage the full Health Guide team
• Set, track, and own performance KPIs, including:
  • Response times
  • Scheduling speed
  • Patient contac...