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!