Patient Care Representative Team Lead

Summary

Join Carrum Health as a Patient Care Representative Lead and help manage and scale our Care Team, playing a critical role in delivering high-quality care. You will manage a team, ensuring a differentiated patient experience throughout the surgical process. This full-time remote position offers a salary range of $70k-$80k plus bonus and is open to candidates in any U.S. time zone. You will mentor, coach, and motivate your team, collaborate on strategic solutions, and oversee care team activities. Carrum Health offers a supportive and collaborative environment with flexible working hours, generous time off, paid parental leave, and opportunities for professional growth.

Requirements

• 3-5+ years of experience in roles that work with patients or end-users of digital health platforms
• 2-3+ years in leadership or management of a care team
• Strong skills working with Telephony systems, Customer Relationship Management (CRM) systems, or other relevant technologies
• Commitment to providing the highest level of service through the right mix of empathy, professionalism, and integrity
• The ability to cut through the noise of a fast-paced start-up environment and affect real change that impacts your direct reports and the patients that rely on them
• Appropriately handle confidential information and adhere to HIPAA requirements
• Excellent verbal and written communication skills and an ability to communicate with a variety of stakeholders
• Strong “patient first” values
• Proven track record in career growth and leadership opportunities
• Data-driven and analytical skills; able to effectively analyze and communicate data to drive high-value, actionable insights, and lead your team
• Experience handling aggressive deadlines, keeping many balls in the air, and prioritizing work in a fast-paced, dynamic environment

Responsibilities

• Ensure a differentiated, high-touch experience for each patient
• Mentor, coach, and motivate direct reports through demonstration of best practices and leading by example
• Collaborate with management to develop strategic, operational, and technological solutions for improving quality, while also reducing the cost of care delivered
• Demonstrate ongoing oversight of care team activities
• Evaluate performance metrics including but not limited to patient satisfaction, utilization trends, queue KPIs, engagement rates, staff productivity, and other department/organizational metrics
• Implement standards to maximize productivity, quality, and an outstanding patient experience
• Assess and resolve any escalations from our patients
• Onboard new team members quickly and efficiently, whether in a remote or in-person environment

Preferred Qualifications

• Experience with self-funded employer benefit plans and an understanding of healthcare bundled payment models are both serious pluses
• An entrepreneurial spirit, creative problem solving, and innovative thinking
• A natural self-starter who is comfortable working independently
• Entrepreneurial and resourceful — As an early member of a startup, we need people who can find creative ways to make a big impact quickly and without much direction
• Experience handling deadlines, keeping many balls in the air, and prioritizing work in a fast-paced, dynamic environment

Benefits

• Stock option plan
• Flexible schedules and remote work
• Chicago and San Francisco offices available
• Self-managed vacation days, within reason
• Paid parental leave
• Health, vision, and dental insurance
• 401K retirement plan