Director of Patient Support Operations

### About the Role: As the Director of Patient Support Operations, you will lead a high-performing team responsible for scheduling, patient communications, intake, call center operations, referral coordination, administrative workflow management, and operational support. This role is accountable for ensuring operational excellence through scalable processes, strong people leadership, continuous improvement, and data-driven decision making. This leader is responsible for developing people, optimizing workflows, scaling operations, and partnering across Clinical Operations, Technology, Product, Revenue Cycle, and Provider teams to continuously improve how patients interact with Heartbeat. You'll combine strategic leadership with operational excellence to ensure our Heart Heroes have the tools, processes, and coaching they need to deliver best-in-class service while supporting rapid company growth. ### What You'll Own: ### **Team Leadership** - Lead, coach, and develop a high-performing team of Heart Heroes and frontline managers. - Establish performance expectations, career development plans, and ongoing coaching programs. - Foster a culture of accountability, empathy, continuous improvement, and operational excellence. - Recruit, onboard, and retain exceptional talent. ### **Operational Excellence** - Own the day-to-day operations of the Heart Hero organization. - Develop scalable workflows that improve efficiency while maintaining a world-class patient experience. - Monitor operational KPIs including: - Service levels - Speed to answer - Answer rate - Scheduling turnaround time - Referral turnaround time - Queue performance - Quality scores - Patient satisfaction/engagement - Productivity metrics - Identify bottlenecks and implement process improvements using data. ### **Patient Experience** - Champion a seamless patient experience across every touchpoint. - Provide QA support and oversight to ensure and improve quality of patient interactions - Partner with Clinical Operations to improve communication, education, and care coordination. - Ensure consistent, compassionate, and high-quality interactions across phone, email, text, and virtual platforms. - Develop quality assurance programs and service standards. ### **Cross-Functional Partnership** - Partner with Product and Engineering to improve internal tools and patient-facing technology. - Collaborate with Revenue Cycle, Clinical Operations, Credentialing, and Provider Operations to streamline workflows. - Translate frontline feedback into product and operational improvements. - Lead change management initiatives across the organization. ### **Strategy & Analytics** - Develop dashboards and reporting to monitor operational health. - Analyze trends in patient engagement, scheduling, escalations, and operational performance. - Build scalable staffing models and workforce planning strategies. - Establish SOPs and documentation that support rapid growth. ### **Compliance & Quality** - Ensure operational processes comply with HIPAA and organizational policies. - Maintain high standards for documentation, data quality, and patient privacy. - Lead quality assurance and audit initiatives. ### What You Bring: - 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, which could include a clinical or general call center. - Proven success building operational processes in a fast-paced, high-growth environment - Strong analytical skills with experience using operational metrics to drive decision making - 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 ### How We Work: Our core development team is s…