Manager Patient Services

Tactile Medical•Minneapolis, MN

About The Position

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses. The Manager Patient Support oversees daily operations of a patient-facing call center supporting a portfolio of medical devices. Serving as the operational leader between the Director and Supervisors, this role ensures consistent service delivery, regulatory compliance, and a high quality patient experience. The Manager oversees Supervisors and Analysts who support patient services through direct patient interaction, process/system enhancements, operational projects, and subject matter expertise. This role plays a critical role in translating strategic direction into actionable plans, shaping patient experience, optimizing team performance, and partners closely with cross functional teams to maintain efficient, compliant, and patient centric operations.

Requirements

Bachelor’s degree in Business, Healthcare Administration, Communications, or related field; equivalent experience may be considered.
5+ years of experience in customer service or call center operations, preferably in healthcare, medical device, or regulated industries.
2+ years of leadership experience managing supervisors.
Experience with CRM systems, call center platforms, and workforce optimization tools.
Demonstrated experience with call center metrics, workforce management, and quality monitoring programs.
Strong understanding of call center operations, including forecasting, scheduling, metrics, queue management, and performance optimization.
Excellent leadership skills with the ability to motivate, coach, and develop teams.
Analytical mindset with the ability to interpret data, identify trends, and drive actionable insights.
Exceptional communication and interpersonal skills, with the ability to collaborate across functions and influence stakeholders.
Strong problem-solving abilities and comfort navigating complex or escalated patient situations.
Ability to manage multiple priorities in a fast-paced, regulated environment.
Proficiency in Microsoft Office Suite and familiarity with dashboards, reporting tools, and CRM systems.

Nice To Haves

Experience in a medical device, pharmaceutical, or healthcare environment supporting patients or clinicians.
Familiarity with FDA, HIPAA, and other regulatory requirements.
Project management or process improvement certification (e.g., Lean, Six Sigma, PMP).

Responsibilities

Provide direct leadership, coaching, and development to four Supervisors and two Analysts.
Foster a culture of accountability, continuous improvement, and patient-centric service.
Conduct performance evaluations, succession planning, and talent development initiatives.
Translate strategic priorities from the Director into clear operational expectations and workflows for Supervisors and agents.
Partner with the Workforce Optimization team (WFO) to manage forecasting, scheduling, real-time adherence, and capacity planning.
Monitor call center metrics, dashboards, and KPIs to ensure service-level targets are met or exceeded.
Use WFO insights to guide Supervisor coaching, staffing decisions, and process improvements.
Support Supervisors in managing employee performance, including coaching, corrective action, and recognition.
Lead initiatives to improve call quality, reduce handle time, and enhance patient satisfaction.
Oversee quality monitoring programs, coaching strategies, and performance improvement plans.Oversee call center operations to ensure service levels, patient satisfaction, and operational goals are consistently achieved.
Monitor staffing, workflow, and resource needs, escalating risks or gaps to the Director as appropriate.
Ensure all patient interactions comply with internal policies, medical device regulations, and healthcare privacy requirements.
Partner with Quality, Regulatory, and Clinical teams to support audits, documentation accuracy, and adherence to safety protocols.
Reinforce standardized processes and SOPs, ensuring Supervisors and employees follow established procedures.
Identify operational gaps or compliance risks and recommend improvements to the Director.
Oversee Analysts who support patient services through enhancements, process updates, and operational projects.
Prioritize and assign Analyst work based on business needs, ensuring timely execution and alignment with patient service goals.
Serve as an operational SME for cross functional projects, product launches, and system updates.
Ensure project outcomes support employee efficiency, patient experience, and compliance requirements.
Serve as a key liaison between Customer Service, Workforce Optimization, Training, Quality Assurance, and other internal partners.
Act as the primary escalation point for Sales regarding patient service issues, ensuring timely resolution and cross functional alignment.
Support new product launches, system enhancements, and organizational changes impacting patient support operations.
Provide insights and recommendations to senior leadership based on data, trends, and frontline feedback.
Foster a patient centric, empathetic, and inclusive team culture.
Support hiring, onboarding, and ongoing development of Supervisors and Analysts.
Promote engagement, collaboration, and continuous learning across the team.
Encourage knowledge sharing and cross training to strengthen team capability and resilience.
Ensure compliance with internal and external regulations, policies, and procedures.
Other duties as assigned