Director of Patient Support Operations

About the Company

Heartbeat Health is a technology-enabled clinical services organization centered on cardiac care. Its platform coordinates clinical work across partners, programs, and care pathways, covering the full lifecycle of care activities such as diagnostic screening, heart failure support programs, gap-closure visits, and chronic care management. The system connects with EMRs, cardiac monitoring tools, and clinical documentation channels, while also supporting different partner-specific configurations, rules, and workflows. In this environment, quality directly influences care pathways, documentation accuracy, partner confidence, and regulatory compliance.

Role Summary

The Director of Patient Support Operations will oversee a high-performing team handling scheduling, patient communication, intake, call center activities, referral coordination, administrative workflows, and broader operational support. The role is accountable for building scalable processes, strengthening team performance, and using data to drive continuous improvement and operational excellence.

This leader will develop talent, streamline workflows, scale operations, and work closely with Clinical Operations, Technology, Product, Revenue Cycle, and Provider teams to improve the patient experience at Heartbeat Health. The position combines strategic leadership with hands-on operational execution to equip the Heart Heroes team with the coaching, tools, and systems needed to deliver strong service during rapid growth.

Key Responsibilities

Team leadership

• Guide, coach, and grow a high-performing team of Heart Heroes and frontline managers.
• Set clear expectations, build career development paths, and run ongoing coaching programs.
• Build a culture grounded in accountability, empathy, continuous improvement, and operational discipline.
• Hire, onboard, and keep strong talent within the team.

Operational excellence

• Take ownership of the day-to-day functioning of the Heart Hero organization.
• Create scalable workflows that improve efficiency without compromising the patient experience.
• Track operational KPIs such as service levels, speed to answer, answer rate, scheduling turnaround, referral turnaround, queue performance, quality scores, patient satisfaction/engagement, and productivity.
• Use data to find bottlenecks and implement process improvements.

Patient experience

• Ensure a smooth and consistent experience across every patient touchpoint.
• Provide QA oversight to improve the quality of patient interactions.
• Work with Clinical Operations to strengthen communication, education, and care coordination.
• Maintain compassionate, consistent, high-quality communication across phone, email, text, and virtual channels.
• Create and maintain quality assurance programs and service standards.

Cross-functional partnership

• Collaborate with Product and Engineering to improve internal tools and patient-facing technology.
• Work with Revenue Cycle, Clinical Operations, Credentialing, and Provider Operations to simplify workflows.
• Convert feedback from the front line into operational and product enhancements.
• Drive change management initiatives across the organization.

Strategy and analytics

• Build dashboards and reporting systems to monitor operational health.
• Review trends in patient engagement, scheduling, escalations, and performance.
• Develop scalable staffing models and workforce planning approaches.
• Create SOPs and documentation that support scale and rapid growth.

Compliance and quality

• Make sure operational processes follow HIPAA and internal policies.
• Maintain strong standards for documentation, data quality, and patient privacy.
• Lead quality assurance and audit efforts.

What You Should Bring

• At least 7 years of experience in healthcare operations or patient services.
• At least 5 years of experience leading strong customer service, patient operations, or care coordination teams.
• Background managing high-volume operations, including clinical or general call centers.
• Proven ability to build operational processes in fast-moving, high-growth settings.
• Strong analytical capability and comfort using metrics to guide decisions.
• Excellent communication skills, including executive-level presentation ability.
• Experience working cross-functionally with clinical, product, and operations teams.
• Demonstrated ability to lead organizational change.
• Strong motivation to improve patient experience through operational excellence.

How We Work

The development team is intentionally small and lean, giving each member significant influence over how the platform evolves. The organization favors clear, maintainable, appropriately sized solutions and ships work in small, testable increments that are refined based on learning. The workflow follows a Kanban-style approach rather than rigid sprint cycles or oversized backlogs. The team also invests in tooling and observability to understand production behavior and move quickly with confidence.

Siloful behavior is avoided; collaboration happens directly with product, clinical, and compliance partners through shared ownership instead of handoffs. The best results come from close cross-functional work rather than heavy process layers or long ticket queues. This is a remote-first environment built around autonomy, asynchronous collaboration, and incremental delivery.

Culture and Equal Opportunity

• The company is mission-driven and aims to transform how cardiovascular care is delivered.
• The team works in a fast-paced, agile environment that values speed, iteration, and experimentation.
• Remote-first flexibility, trust, and autonomy are core to the way the company operates.
• Diversity is valued as a driver of a better patient experience.
• The company is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

AI-Assisted Hiring Notice

Artificial intelligence tools may be used to support parts of the hiring process, including application review, resume analysis, response assessment, and the identification of possible inconsistencies or verification signals from submitted materials. These tools assist the recruitment team but do not replace human judgment. Final hiring decisions are made by people. Candidates who want more information about how their data is processed may contact the company directly.