Lead, Patient Advocacy Team (Remote)

Hone Health; New York (NY); Remote; USD 55,000 - 78,000; Full time

Benefits offered by this job

Remote-first environment

Competitive compensation and equity

Health, dental, and vision insurance

Flexible Spending Accounts (FSAs)

Lifestyle Spending Accounts (LSAs)

Uncapped time off for exempt employees

Equipment budget (laptop, monitor)

Team engagement activities

Job summary

Hone is seeking a Team Manager to lead a team of Patient Advocates in a remote-first environment. You’ll drive performance, coach talent, and partner with cross-functional teams to improve patient experiences.

This role emphasizes data-driven leadership, workflow improvements, and shaping SOPs while maintaining a strong focus on compassionate care and service excellence. Prior experience in advocacy or support and a track record of team growth are ideal.

Qualifications

• Experience in a Patient Advocacy, Support, or adjacent operational role.
• Demonstrated leadership, mentorship, or project management experience.
• Strong grasp of key support metrics (e.g., ticket solves, CSAT, handle time).
• Excellent communication skills—both written and verbal.
• Strong decision-making, time management, and organizational skills.
• Track record of accountability and results-driven problem-solving.
• Passion for patient care, service excellence, and team growth.

Responsibilities

• Lead and develop a team of Patient Advocates with coaching and QA.
• Set clear expectations and use data to guide feedback, improve performance, and drive results.
• Coach underperformers and develop high-potential team members.
• Partner cross-functionally to represent the voice of the Patient Advocacy team.
• Identify and escalate systemic issues with proposed solutions to improve workflows and tools.
• Deliver direct, empathetic, and effective performance conversations.
• Analyze trends to proactively address inefficiencies and refine processes.
• Help shape policies, SOPs, and operational strategies across the team.
• Manage and resolve patient escalations in a timely, effective manner.
• Collaborate with other Team Managers to ensure consistency and elevate standards.
• Take ownership of your team's performance and engagement with minimal oversight.

Skills

Patient Advocacy

Leadership

Communication

Data-driven feedback

Time management

Organizational skills

Problem-solving

Tools

Zendesk

Healthcare EMR

Job description

Hone is seeking a Team Manager to lead a team of Patient Advocates in a remote-first environment. You’ll drive performance, coach talent, and partner with cross-functional teams to improve patient experiences.

This role emphasizes data-driven leadership, workflow improvements, and shaping SOPs while maintaining a strong focus on compassionate care and service excellence. Prior experience in advocacy or support and a track record of team growth are ideal.