Patient Support Center Lead

Meet knownwell, weight-inclusive healthcare for all. Join a dynamic company that is changing the way care is delivered for patients with obesity. knownwell is a weight-inclusive healthcare company offering metabolic health services, primary care, nutrition counseling and behavioral health services for anyone of any size. Our hybrid model allows for both in-clinic and virtual care to bring support to patients where and when they need it. To learn more about our recent Series A funding, led by Andreessen Horowitz, please check out this article.  We are seeking an ambitious Patient Experience Operations Manager to join our team. This role combines both hands-on operational work and team supervision. Initially, you will work as a "player/coach," directly taking & making calls and assisting with scheduling tasks while overseeing a team of three. As the team grows, your focus will shift to full-time supervision and scaling operations. 

Responsibilities

• Dedicate approximately 50% of your time to direct hands-on operational tasks, such as scheduling, fielding patient calls, and supporting daily operations.As the team grows, this percentage will change. 
• Spend the remaining time supervising, mentoring, and supporting a growing team of remote contact center staff.  
• Develop and implement processes and workflows to optimize contact center efficiency. 
• Collaborate with other departments (e.g., billing, operations) to ensure a seamless patient experience. 
• Monitor key performance indicators (KPIs), including response times, patient satisfaction, and team productivity. 
• Lead recruitment, onboarding, and training for new contact center team members. 
• Build scalable systems and tools to meet the needs of a growing patient base. 
• Assist with or oversee resolution of patient inquiries related to medical billing or insurance when needed, enhancing the overall patient experience. 

Requirements

• 3+ years of experience in healthcare contact center or scheduling management. 
• Willingness and ability to spend time on calls alongside your team as we scale, setting a great example for others to follow. 
• Demonstrated ability to supervise and grow high-performing teams. 
• Strong organizational skills with a track record of implementing scalable systems. 
• Excellent communication and interpersonal skills. 
• Experience or exposure to medical billing or insurance processes, or adjacent work. 
• Familiarity with healthcare regulations (HIPAA compliance, etc.). 
• Proficiency with contact center and EMR tools (Zoom Contact Center + Athenahealth preferred). 

We offer a competitive salary, comprehensive benefits package, and the opportunity to be part of a purpose-driven organization that is dedicated to making a positive impact on the lives of patients. If you are an ambitious and experienced design leader who is passionate about transforming healthcare and creating meaningful change, we invite you to apply and join our dynamic team.  knownwell, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.    This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.