Associate Director, Patient Care Advocate
9amHealth
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Lead, coach, and mentor PCA Leads; indirectly oversee the full PCA team
- Establish team culture grounded in empathy, accountability, and continuous improvement
- Own performance management: goal setting, feedback cycles, coaching plans, and development pathways
- Partner with People Ops on hiring strategy, role definition, staffing models, and onboarding improvements
- Ensure Leads consistently cascade updates, reinforce policies, and support their teams effectively
- Own forecasting, staffing plans, and scheduling strategy for all PCA coverage across chat, phone, and ticket queues
- Ensure SLAs are consistently met by optimizing shifts, staffing mix, and real-time resource allocation
- Set capacity and productivity expectations; monitor queue health and load balancing in partnership with PCA Leads
- Oversee escalation protocols and ensure efficient handoffs between PCA, clinical, pharmacy, and operations teams
- Standardize workflows, policies, and documentation to ensure consistent, compliant, high-quality operations
- Design and oversee quality assurance programs, including auditing, coaching, and root-cause analysis
- Partner with Clinical, Compliance, and Learning teams to ensure PCAs meet regulatory, privacy, and safety expectations
- Identify workflow bottlenecks; lead cross-functional improvement efforts to increase efficiency and reduce errors
- Drive continuous improvement in Zendesk, EMR workflows, scheduling systems, and communication protocols
- Maintain high-quality member communications by defining standards for tone, clarity, and service excellence
- Provide senior oversight and intervention for high-risk, sensitive, or complex escalations
- Support PCA Leads in managing real-time issue resolution and serve as the final escalation point when needed
- Monitor patterns in escalations and partner cross-functionally to address systemic issues
Requirements
- 5+ years of healthcare support, patient advocacy, customer operations, or care coordination experience
- 3+ years of people leadership, including managing managers or team leads
- Experience scaling operations in a fast-paced, high-growth environment
- Strong command of service operations metrics (SLA management, forecasting, capacity planning, QA programs)
- Proven ability to diagnose workflow issues, design scalable processes, and operationalize improvements
- Exceptional written and verbal communication skills with a patient-first, empathetic approach
- Experience with EMRs, Zendesk, scheduling tools, and healthcare operations fundamentals (HIPAA, insurance basics, prior authorizations)
- Ability to collaborate effectively across clinical, operations, pharmacy, product, and compliance teams
- Reliable internet and a quiet, dedicated workspace
- Availability during core business hours (ideally 7 AM – 3:30 PM PST)
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Flexible PTO
- Work from home options
- Professional development budget
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SLA managementforecastingcapacity planningquality assurance programsworkflow designprocess improvementissue resolutionroot-cause analysisperformance managementstaffing models
Soft skills
leadershipcoachingmentoringcommunicationempathyaccountabilitycontinuous improvementcollaborationproblem-solvingorganizational skills