Full-Time Patient Support Center Lead

Meet knownwell, weight-inclusive healthcare for all. Join a dynamic company changing how care is delivered for patients with obesity. knownwell offers metabolic health services, primary care, nutrition counseling and behavioral health services. Our hybrid model provides in-clinic and virtual care.

We are seeking an ambitious Patient Experience Operations Manager to join our team. This role involves both hands-on operational work and team supervision.

Responsibilities:

• Dedicate ~50% of time to direct operational tasks (scheduling, calls, daily ops). This percentage will change as the team grows.
• Supervise, mentor, and support a growing team of remote contact center staff.
• Develop and implement contact center processes and workflows.
• Collaborate with departments (billing, operations) for seamless patient experience.
• Monitor KPIs (response times, patient satisfaction, team productivity).
• Lead recruitment, onboarding, and training for new team members.
• Build scalable systems/tools for growing patient base.
• Assist/oversee resolution of patient inquiries related to medical billing/insurance.

Requirements:

• 3+ years experience in healthcare contact center or scheduling management.
• Willingness to spend time on calls with the team.
• Ability to supervise and grow high-performing teams.
• Strong organizational skills, scalable system implementation experience.
• Excellent communication and interpersonal skills.
• Experience/exposure to medical billing/insurance or adjacent work.
• Familiarity with healthcare regulations (HIPAA compliance).
• Proficiency with contact center & EMR tools (Zoom Contact Center + Athenahealth).

What is the last date for applying to the job?

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