Patient Services Lead

About Homera Health

Homera Health comes from the team building the tech, marketing, and growth engine powering some of today's most successful telehealth brands. As we expand into new verticals, including an upcoming men's health platform, we’re hiring world-class talent across product design, front-end and back-end engineering, digital marketing, and operations management to join us early and help build the next generation of virtual healthcare experiences.

We are looking for a dedicated and proactive Patient Services Lead. In this full-time position, you will oversee patient support operations, train new and existing staff, and ensure high standards of service delivery. You will have the opportunity to showcase your leadership skills, attention to detail, and a strong background in customer service within a healthcare environment.

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.

• Unlimited Paid Time off

• Paid non-working holidays per country of residence.

• Fun and casual work environment.

• We are a diverse, global team!
  

Equal Employment Opportunity

Homera Health is an equal opportunity employer. We are committed to providing fair and equitable employment opportunities to all qualified individuals, regardless of race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age, national origin, disability (physical or mental), military or veteran status, genetic information, or any other legally protected status.

This commitment applies to every aspect of employment, including recruitment, hiring, training, promotion, demotion, transfers, leaves of absence, and termination. Homera Health takes all reports of discrimination, harassment, or retaliation seriously and investigates such matters promptly and thoroughly.