Team Manager

Hone; United States; Remote; USD 110,000 - 140,000; Full time

Benefits offered by this job

Remote-first work environment

Competitive compensation and equity

Health, dental, and vision insurance

Uncapped time off for exempt employees

Flexible Spending Accounts and LSA

Job summary

Hone is a fully virtual online medical clinic focused on transforming healthcare and enhancing longevity. We are seeking a Senior Manager to lead and develop a team of Patient Advocates, leveraging data to improve CSAT and drive process improvements.

You will coach staff, set expectations, and collaborate cross-functionally to address escalations and shape policy, SOPs, and operational strategies in a remote-first environment.

Qualifications

• Experience in Patient Advocacy, Support, or adjacent operational role.
• Demonstrated leadership, mentorship, or project management experience.
• Strong grasp of support metrics such as CSAT, QA and handle time.
• Excellent written and verbal communication skills.
• Strong decision-making, time management and organizational skills.

Responsibilities

• Lead and support a team of Patient Advocates through performance management, coaching, QA, and development
• Set clear expectations and use data to guide feedback and drive results
• Coach underperformers and develop high-potential team members
• Partner cross-functionally to represent the Patient Advocacy team
• Identify and elevate systemic issues with proposed solutions
• Analyze trends to address inefficiencies and refine processes
• Help shape policies, SOPs, and operational strategies
• Manage and resolve patient escalations
• Collaborate with other Team Managers to elevate standards

Skills

Leadership experience

Mentorship

Data-driven decision making

Written and verbal communication

Tools

Zendesk

Healthcare EMR

Job description

Responsibilities

• Lead and support a team of Patient Advocates through performance management, coaching, QA, and development
• Set clear expectations and use data to guide feedback and drive results
• Coach underperformers and develop high-potential team members
• Partner cross-functionally to represent the Patient Advocacy team
• Identify and elevate systemic issues with proposed solutions
• Analyze trends to address inefficiencies and refine processes
• Help shape policies, SOPs, and operational strategies
• Manage and resolve patient escalations
• Collaborate with other Team Managers to elevate standards

Requirements

• Experience in Patient Advocacy, Support, or adjacent operational role
• Demonstrated leadership, mentorship, or project management experience
• Strong grasp of support metrics such as CSAT, QA and handle time
• Excellent written and verbal communication skills
• Strong decision-making, time management and organizational skills

Preferred Qualifications

• Previous experience managing a team in a fast-paced environment
• Experience working cross-functionally or on strategic initiatives
• Familiarity with Zendesk, healthcare EMR, or similar tools

Benefits

• Remote-first work environment
• Competitive compensation and equity options
• Health, dental, and vision insurance
• Uncapped time off for exempt employees
• Flexible Spending Accounts and Lifestyle Spending Accounts

About the Company

Hone is a fully virtual online medical clinic focused on transforming healthcare and enhancing longevity.