Patient Services Lead

This is a fully remote role.

About Homera Health

Homera Health has built some of today’s largest and fastest-growing D2C telemedicine brands. As we expand existing and new market operations, we’re hiring world-class talent across product design, front-end and back-end engineering, digital marketing, and operations to join us in building the next generation of virtual healthcare experiences.

Seniority Level: Senior Level

Responsibilities

• Training & Development:
• Assist with the onboarding and training of new customer service representatives.
• Provide ongoing training to existing staff to expand their skills and competencies.
• Identify employee training needs and work with management to implement appropriate training plans.
• Operational Oversight:
• Monitor daily activity across all customer service platforms to ensure efficient and effective service coverage.
• Assign staff to specific areas based on workload demands and ensure that patient needs are met promptly.
• Track and oversee staff clock-in and clock-out times, ensuring adherence to schedules, break times, and shift changes.
• Quality Control & Escalations:
• Handle patient escalations and provide resolutions during assigned shifts, maintaining a professional and empathetic demeanor.
• Review and make decisions on discounts, credits, or refunds, balancing customer satisfaction with company policy.
• Monitor relevant Slack channels for proper tagging, responses, and message placement to ensure seamless communication.
• System Management:
• Identify, troubleshoot, and report any administrative system issues or bugs to the technical team.
• Collaborate with other departments to resolve system-related challenges and improve operational efficiency.

Requirements

• Proven experience in a leadership role within a customer service environment, preferably in healthcare or a related field.
• Strong English communication and interpersonal skills with a customer-centric mindset.
• Ability to manage multiple priorities and remain calm under pressure.
• Problem-solving skills and the ability to identify areas for improvement.
• Familiarity with customer service platforms, CRM tools, and communication channels like Slack.
• Availability to work under EST timezone.

Nice-to-haves

• Familiarity with Intercom or similar tools.
• Experience working in the medical field.

What’s in it for you?

As full-time member of our team, you’ll enjoy

• Flexible working hours
• Work wherever you choose.
• Fun and casual work environment.
• We are a diverse, global team!