The Role

As a Team Manager, you’ll lead a team of Patient Advocates and serve as a key link between frontline operations and strategic initiatives. In this role, you’ll have the autonomy to drive performance, influence process improvements, and shape both team and organizational outcomes. This is a great opportunity for someone who is passionate about developing talent, refining operations, and delivering an exceptional patient experience.

Primary Responsibilities

Key responsibilities for this role include (but are not limited to) the following:

• Lead and support a team of Patient Advocates through performance management, coaching, QA, and ongoing development
• Set clear expectations and use data to guide feedback, improve performance, and drive results
• Coach underperformers and develop high-potential team members into future leaders
• Partner cross-functionally to represent the voice of the Patient Advocacy team
• Identify and escalate systemic issues with proposed solutions to improve workflows and tools
• Deliver direct, empathetic, and effective performance conversations
• Analyze trends to proactively address inefficiencies and refine processes
• Help shape policies, SOPs, and operational strategies across the team
• Manage and resolve patient escalations in a timely, effective manner
• Collaborate with other Team Managers to ensure consistency and elevate standards
• Take ownership of your team’s performance and engagement with minimal oversight
  
  

Qualifications

In order to qualify for this role, candidates must meet the following criteria:

Required:

• Experience in a Patient Advocacy, Support, or adjacent operational role (current or prior)
• Demonstrated leadership, mentorship, or project management experience
• Strong grasp of key support metrics (e.g., ticket solves, QA, CSAT, handle time)
• Excellent communication skills—both written and verbal
• Strong decision-making, time management, and organizational skills
• Track record of accountability and results-driven problem-solving
• Passion for patient care, service excellence, and team growth

Preferred:

• Previous experience managing a team or leading in a fast-paced environment
• Experience working cross-functionally or on strategic initiatives
• Familiarity with Zendesk, healthcare EMR, or similar tools
• Interest in pursuing broader leadership roles in the future
  
  

Compensation Range

$56,000 - $96,000