Team Lead, Patient Care

Summary

Join PurposeMed as a Team Lead, Patient Care and play a pivotal role in leading and guiding our Patient Care team to consistently provide exceptional experiences to our patients and the Clinical team. Reporting to the Director of Strategy & Operations (Client Experience), you will manage day-to-day operations, drive improvements, foster a collaborative work environment, and contribute to the organization's success. This remote position requires a blend of technical expertise, leadership skills, and a deep commitment to customer satisfaction. You will supervise daily team operations, monitor individual and team performance, guide professional development, collaborate cross-functionally, and improve workflows and processes. PurposeMed offers a competitive salary, comprehensive benefits, and a supportive work environment.

Requirements

• Proven leadership or supervisory experience within a Client Experience, Customer Support or similar environment
• Exceptional communication skills, both written and verbal, to effectively lead and motivate the team
• A passion for client success and a commitment to delivering an 11/10 star client experience
• Advanced problem-solving abilities and technical troubleshooting skills, with a proactive approach to overcoming challenges
• A strong focus on driving process improvements and optimizing day-to-day operations to enhance team performance and outcomes

Responsibilities

• Supervise day-to-day team operations: Oversee daily team operations, provide coaching, guidance, and mentorship to our Patient Care Coordinators to ensure the team meets its performance targets and delivers exceptional experiences
• Monitor individual and team performance: Provide constructive feedback and assistance to help team members meet their goals. Evaluate performance data to identify areas for improvement
• Guide the professional development of team members: Help guide and craft development plans of team members, including providing training opportunities and fostering a culture of continuous learning within the Patient Care team
• Collaborate cross functionally: Collaborate within the Patient Care team and liaise with other departments that work to support the success of Freddie USA
• Improve workflows and processes: Identify opportunities to optimize Patient Care workflows and processes, ensuring efficiency and effectiveness

Preferred Qualifications

• A strong understanding of healthcare and technology concepts
• Previous experience working in a fast-paced environment with high levels of change
• Experience with support ticketing systems and Help Center management
• Basic data analysis and reporting skills

Benefits

• Work flexibly within a team that’s remote friendly; we believe that work should fit around your life*
• 20 vacation days and a team that will remind you to use them!
• Annual winter break closure
• Extended medical, dental, and vision care starting on your first day of work!
• 8 wellness days
• $500 health and wellness spending account
• $2,000 mental health coverage with additional free online counseling through Inkblot Therapy and FeelingBetterNow mental health assessments
• $20,000 of lifetime coverage for gender-affirming care and procedures
• $500 learning fund to use towards courses and other professional development
• Our unique People Potential program, in which you'll partner with your manager to identify opportunities to grow and achieve your full potential
• $3,400 lifetime coverage for fertility drugs
• Parental leave program for birthing and non-birthing parents–your choice of: Short term: 4 weeks off to use flexibly in your first year of parenting Long-term: 13 weeks EI top-op
• Eligible team members and their dependents** also receive no-cost access to PurposeMed’s services: Freddie : PrEP assessment and follow-up appointments Frida : ADHD assessment Foria : Gender-affirming care services