Patient Communication Team Lead - INTERNAL CANDIDATES ONLY

PaceMate™

109d

About The Position

The Patient Communication Team Lead serves as a subject-matter expert and primary resource to Patient Communication Specialists, supporting a positive, informed, and collaborative team environment. The Team Lead assists in maintaining communication standards, provides ongoing education and guidance, fosters team culture, and gathers employee performance observations for leadership review. This role is an early leadership role within the Patient Services department.

Requirements

• Undergraduate or Associate degree in business administration, healthcare, or a related field preferred, or an equivalent combination of education and experience.
• Demonstrated exceptional relational and communication skills.
• Excellent critical-thinking and de-escalation skills.
• Experience creating detailed reports and giving presentations.
• Proficiency in using Microsoft Office Suite required.
• Ability to manage multiple priorities, while maintaining attention to detail.
• A track record of following through on commitments and deadlines required.
• Excellent planning, organizational, and time management skills required.
• Understanding of supporting a remote or virtual workforce experience preferred.
• Ability to keep information confidential.
• Experience with Teams, Slack, DocuSign, JazzHR, and ZenQMS a strong plus.

Nice To Haves

• Demonstrates servant leadership, a patient-focus, and a team-oriented skillset.

Responsibilities

• Act as a subject-matter expert for department protocols, workflows, and best practices.
• Serve as an information and knowledge resource for team members, responding to questions and providing guidance.
• Facilitate 1:1 meetings with team members to support development, discuss performance highlights, and identify opportunities for coaching.
• Document and organize team member performance observations for manager review.
• Support communication and consistency in team operations by providing clarification and reinforcement of department standards.
• Assist leadership in identifying trends or educational needs based on team questions and performance patterns.
• Participate in team meetings and help maintain updated educational materials and resources as directed.
• Maintain thorough understanding of PaceMate’s services and the Communication department’s role in customer support.
• Collaborate with leadership to address team concerns, escalate appropriate matters, and promote a cohesive team environment.
• Uphold company and team policies, maintain confidentiality, and practice consistent professionalism in all interactions.
• Demonstrates outstanding customer service skills, exhibiting kindness, patience, and empathy.
• Demonstrates excellent verbal, written, and electronic communication skills.
• Initiates, receives, and documents interactions with patients.
• Completes data entry and appointment scheduling in multiple information systems.
• Proactively monitors internal database for loss of patient connectivity to home/remote monitoring.
• Facilitates patient connectivity with home monitoring equipment, issues appointment reminders, and helps patients troubleshoot home monitoring equipment.
• Demonstrates ability to multi-task, organize, and prioritize work.
• Collaborates with internal departments to meet customers’ needs.
• Assists leadership with projects as directed.
• Contribute to a positive team culture by modeling the team and company’s Vision and Values.

Benefits

• Recognized as a Top 100 Healthcare Technology Company by Healthcare Technology Report.
• Offers comprehensive remote cardiac monitoring solution.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees