Director, Patient Support

ABOUT US

Galileo is a team-based medical practice working to improve the quality and affordability of health care for all. Operating across 50 states, Galileo offers high-touch, data-driven, multi-specialty, longitudinal care to diverse and complex patients—on the phone, in the home, and everywhere in between. Regional and national health plans, employers, and Fortune 500 organizations trust Galileo as the leading solution to improve population health. Founded by Dr. Tom X. Lee, the healthcare pioneer behind One Medical and Epocrates, Galileo is a team of leading innovators from healthcare, technology, and human-centered design. Our mission is to apply that talent and scientific thinking to transform society by solving our largest, toughest healthcare problems, while at the same time bringing patient and provider closer.

About the Role

The Director, Patient Support will be integral to the success of the Patient Support team as they help our patients navigate everyday barriers to care.  In this role, you will support, drive, and expand the Patient Support team as they tackle these barriers 24 hours a day, 365 days a year through data-driven process optimization and implementation.  The Patient Support Team is rapidly evolving and changing, bringing the opportunity to make meaningful and lasting contributions to the lives of both our patients and the team. 

Here’s what you’ll do

• Define, operationalize and communicate a clear vision and strategy for patient support focused on empathy, compassion and care for the human experience, across a myriad of processes.
• Improve key metrics related to patient satisfaction, quality of support, and employee engagement through a focus on humanity, kindness and accountability at all levels, balancing quality with quantity and efficiency. 
• Provide leadership, coaching and development for our Patient Support Managers and the growing team of 60+ frontline support staff, helping them evolve into transformational leaders.
• Identify opportunities to scale and improve processes to meet the demands of company growth while maintaining high support standards, automating where possible while still preserving human touchpoints.
• Manage budgets, key performance indicators, schedules, and resources to achieve departmental and company objectives. 
• Optimize productivity through data-driven insights and key partnerships across the organization.
• Partner with other leaders to ensure exceptional patient experience across all touchpoints, representing the needs of the patient support function and contributing to development of products, services, and strategies.
• Model and cultivate a highly collaborative "One Team" culture where support staff feel empowered, heard and invested in company mission and values. 
• Promote strong communication, shared learning, and community. 

About You

Even the best doctors can’t provide high quality care when patients are facing unresponsive staff, claim denials, and opaque coverage, so we would love to hear from you if you have the following or equivalent experience:

• 5+ years managing support teams, call centers or related experience with a rack record of scaling organizations and improving key metrics.
• Patient-centric mindset with a focus on and understanding of the needs of people facing health issues or crises and the ability to translate empathy and care into workable strategy, and vision. 
• Experience in healthcare, health tech or highly regulated fields supporting sensitive patient/client needs, navigating the relationships between institutions and individuals.
• Exceptional leadership, communication, and people management skills, with the ability to motivate and develop employees at all levels while balancing care for people and outcomes.
• For the safety of our patients and staff, employees in this role must be fully vaccinated with all necessary vaccinations. This includes a booster for a completed COVID-19 vaccination.

 

COMPENSATION RANGE $150,000 - 190,000 based upon prior experience, performance, and market dynamics

Benefits

• Medical / Dental / Vision insurance
• Flexible Spending Account
• Health Savings Account + match
• Company paid STD/LTD, AD&D, and Life insurance
• Paid Family Leave
• 401K + match
• Paid Time Off

Physical Requirements

• This is primarily a sedentary position. 
• Physical requirements may include lifting up to 10 pounds, manual dexterity, near/far visual acuity, keyboarding, the ability to hear, understand, and distinguish speech, sitting, standing, walking, and screen usage for 8 or more hours per day.