Remote Team Lead, Patient Support Center

Geode Health; Northern (KY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Geode Health seeks a Team Lead for the Patient Support Center to supervise daily operations, coach specialists, and maintain service quality across multichannel care (phone, text, email, portal). The role includes escalation support, training, and ensuring HIPAA‑compliant documentation while driving patient access goals.

The candidate will demonstrate leadership, empathy, and a data‑driven mindset to improve conversion and patient experience in a remote, US‑based setting.

Qualifications

• 3–5+ years of experience in healthcare, call center, patient access, customer service, or hospitality.
• Prior team lead or supervisory experience preferred.
• Experience coaching, training, or supporting frontline team members in a goal‑oriented, quality‑focused environment.
• Strong understanding of call center workflows, service levels, documentation expectations, and patient experience standards.
• Familiarity with insurance plans, scheduling workflows, EMR systems, and patient access processes preferred.
• Strong computer skills and the ability to navigate multiple systems while supporting team members and patients.
• A quiet, professional remote workspace and reliable connectivity.
• Associate’s or bachelor’s degree preferred.

Responsibilities

• Lead daily Patient Support Center operations with ~80% supervisory time and up to 20% frontline support as needed.
• Monitor call queues, staffing coverage, after-call work, and workflows to ensure timely patient access.
• Coordinate daily priorities and coverage with the Manager, Patient Support.
• Serve as escalation point for complex patient concerns and ensure prompt resolution.
• Coach and develop Patient Support Specialists with timely feedback and training.
• Support onboarding and ongoing skill development; identify performance trends.
• Drive quality, conversion, and patient experience by improving workflows and documentation.
• Audit interactions and use data to improve outcomes.
• Model calm, hospitable service to instill patient confidence in moving forward.

Skills

Leadership

Coaching

Communication

Empathy

Multichannel support

Education

Associate’s or bachelor’s degree preferred

Tools

EMR systems

Job description

Geode Health seeks a Team Lead for the Patient Support Center to supervise daily operations, coach specialists, and maintain service quality across multichannel care (phone, text, email, portal). The role includes escalation support, training, and ensuring HIPAA‑compliant documentation while driving patient access goals.

The candidate will demonstrate leadership, empathy, and a data‑driven mindset to improve conversion and patient experience in a remote, US‑based setting.