Manager, Patient Support Services

Rippl Care

91d • $75,000 - $98,000

About The Position

The Manager, Patient Support Services is responsible for leading and optimizing support for Rippl’s existing patient population by driving engagement, retention and coordination between care teams and patients. This role oversees the Patient Support team that provides vital clinical and administrative support across Rippl’s dementia care programs. This role focuses on improving the patient journey post-intake through proactive communication, retention strategy execution, and operational excellence.

Requirements

• Bachelor’s degree in Healthcare, Health Administration, Business, or a related field required, or equivalent professional experience.
• 4-8 years of management experience in clinical administrative support or healthcare operations, preferably in geriatrics, dementia, or chronic care.
• Reliable high-speed internet connection required to support telehealth operations and virtual collaboration while prioritizing PHI.
• Strong working knowledge of telehealth platforms, EHR (Athena), CRM (Salesforce), and call center tools (Zoom, DialPad, or equivalent).
• Demonstrated ability to manage and optimize complex workflows in a remote, fast-paced environment.
• Proven success in using data and KPIs to drive decisions and improve team performance.
• Knowledge of HIPAA and clinical compliance standards.
• Excellent communication skills and ability to work collaboratively in a remote, fast-paced environment.
• Passion for dementia care and supporting caregivers through thoughtful coordination.

Responsibilities

• Lead, coach, and develop a team to deliver high-quality patient support and retention across multiple markets.
• Set team structure, roles, and responsibilities to ensure efficient coverage and support.
• Foster a high-performance culture rooted in accountability, collaboration, and continuous learning.
• Identify individual and team development needs and implement coaching plans accordingly.
• Serve as the operational link between Patient Support and clinical care teams (NPs, SWs, CNs) to ensure alignment, triage requests, and resolve blockers.
• Oversee outreach strategies and execution for retention, follow-ups, fall-offs, and re-engagement of existing patients.
• Ensure consistent tracking and follow-up of consents, MPOA documentation, and scheduling issues post-initial appointment.
• Support timely appointment prep (chart hygiene, reminders, technology support) to improve attendance and continuity of care.
• Monitor service metrics (e.g., fall-off rates, outreach success rates) and continuously optimize processes to meet or exceed goals.
• Implement, monitor, and refine standard operating procedures (SOPs) related to chart prep, appointment workflows, documentation, and rescheduling.
• Ensure effective use of EHR (Athena), CRM (Salesforce), communication tools (Zoom Phone), and internal platforms (Slack, G-Suite) to support care delivery.
• Ensure HIPAA compliance and information security best practices are embedded across all processes.
• Identify operational bottlenecks or inefficiencies and lead improvements across tools, documentation workflows, and communication strategies.
• Partner with the operations and IT teams to address system challenges and improve user workflows.
• Collaborate with cross-functional leaders (PES, Clinical, Ops, Tech) to refine handoffs, reduce delays, and align SOPs with business goals.
• Represent the Patient Support team in broader care team and operational forums to drive visibility and alignment.
• Lead process improvements that embed HIPAA compliance and security best practices.
• Drive change across SOPs, workflows, and handoff models in partnership with internal teams.
• Coach teams through new workflows and documentation expectations to ensure successful adoption.

Benefits

• Development, mentoring and training programs designed to help you chart your dream career and make sure you are learning everything you need to know as you gain more responsibility.
• Fast growth company with opportunities to take on more responsibility or develop into new roles.
• Flexible work environment and the opportunity to work from home.
• Competitive compensation.
• Annual bonus eligibility.
• 401(k) plan with a company contribution.
• Equity in the form of stock options.
• Medical, Dental and Vision coverage for you and your family.
• Life insurance and Disability.
• Remote Work stipend.
• Generous Paid Time Off.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees