Senior Manager, Patient and Client Experience

Rhythm

30d•$110,000 - $125,000

About The Position

Rhythm is redefining the future of remote cardiac monitoring. Our all-in-one platform combines advanced technology with a dedicated clinical/admin support team to help practices streamline workflows, improve patient outcomes, and drive revenue — without adding administrative burden. We serve cardiology device clinics, hospitals, and health systems across the U.S., providing unmatched reliability, service, and integration. The Senior Operations Manager, Client Success & Patient Support is a senior operational leader responsible for the performance, scalability, and quality of Rhythm’s non-clinical support operations. This role oversees teams that directly support patients and healthcare clients through high-volume inbound and outbound engagement, as well as complex workflow execution within client systems, including EHRs. This leader ensures that patient support and client operations function as a reliable, efficient, and patient-centered service engine, tightly aligned with clinical workflows, client expectations, and Rhythm’s growth strategy. Acting as both a people leader and operational architect, this role translates organizational objectives into scalable processes, performance standards, and measurable outcomes.

Requirements

7+ years of related experience.
3+ years of demonstrated experience leading and managing teams.
Previous contact center workforce management or customer service administration leadership experience.
Experience in attracting, selecting, developing, and motivating team members.
Demonstrated ability to translate strategy into efficient processes that scale.
Strong leadership, delegation, and mentorship competencies.
Proven ability to independently solve complex operational issues.
Experience in workforce management, including scheduling, resource allocation, and productivity optimization.
Excellent communication and coaching skills.

Nice To Haves

Prior experience in healthcare operations, digital health, or healthcare-adjacent services a plus.

Responsibilities

Own day-to-day operations for Patient Support and Client Success teams, including contact center activities, EHR-based workflows, and administrative support functions.
Ensure consistent, high-quality execution across inbound and outbound patient engagement (connectivity support, no-shows, billing inquiries, and follow-ups).
Oversee client-facing operational workflows, including report uploads, encounter support, and other EHR-based tasks performed within client systems.
Serve as the primary escalation point for complex operational issues impacting patients, clients, or internal stakeholders.
Lead the Workforce Planning team to ensure proper staffing for client support and patient support teams.
Manage workload balancing and scalability for operational efficiency.
Execute a multi-channel strategy for patient engagement and client support engagement.
Monitor results to identify performance improvement opportunities.
Communicate key messages effectively to inform team members of process changes.
Develop and implement key performance indicators across department, teams and individuals.
Provide regular feedback to leadership on performance wins and areas for improvement across the department and respective teams.
Standardize operational procedures and ensure consistency across teams in execution.
Identify operational bottlenecks, root causes, and failure points; drive continuous improvement through process redesign and automation where appropriate.
Measure success by the organization's ability to provide high-quality services and meet operational goals.
Partner with Clinical, Product, Client Success, and Engineering teams to ensure operational processes are tightly integrated with clinical care delivery and client expectations.