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Director of Patient Support Operations
Heartbeat HealthDirector of Patient Support Operations leading a high-performing team to optimize patient support operations. Ensuring operational excellence and improving patient experience in a remote-first environment.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in healthcare operations and patient services, with a strong focus on developing high-performing teams and improving patient experience through operational excellence. Proficient in establishing performance expectations, managing workflows, and ensuring compliance with HIPAA regulations.
Highest-signal resume keywords
Healthcare Operations ManagementTeam LeadershipOperational Process DevelopmentAnalytical SkillsCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational Metrics AnalysisWorkflow DevelopmentPerformance ManagementPatient Experience ImprovementChange Management
Soft Skills
CoachingEmpathyCommunicationAccountabilityContinuous Improvement
Tools & Technologies
DashboardsReporting ToolsPatient-Facing Technology
Industry Keywords
HIPAA CompliancePatient ServicesCare CoordinationCustomer ServiceHigh-Volume Operations
About the role
Key responsibilities & impact- Lead, coach, and develop a high-performing team of Heart Heroes and frontline managers.
- Establish performance expectations, career development plans, and ongoing coaching programs.
- Foster a culture of accountability, empathy, continuous improvement, and operational excellence.
- Own the day-to-day operations of the Heart Hero organization.
- Develop scalable workflows that improve efficiency while maintaining a world-class patient experience.
- Champion a seamless patient experience across every touchpoint.
- Partner with Product and Engineering to improve internal tools and patient-facing technology.
- Develop dashboards and reporting to monitor operational health.
- Ensure operational processes comply with HIPAA and organizational policies.
Requirements
What you’ll need- 7+ years of healthcare operations or patient services experience
- 5+ years leading high-performing customer service, patient operations, or care coordination teams
- Experience managing high-volume operational organizations, which could include a clinical or general call center.
- Proven success building operational processes in a fast-paced, high-growth environment
- Strong analytical skills with experience using operational metrics to drive decision making
- Excellent communication and executive presentation skills
- Experience partnering cross-functionally with clinical, product, and operations teams
- Demonstrated success leading organizational change
- Passion for improving patient experience through operational excellence
Benefits
Comp & perks- We are mission-driven: we're revolutionizing the way cardiovascular care is delivered
- We are fast-paced & agile: we move quickly, iterate often, and value experimentation
- We are remote-first: flexibility, autonomy, and trust are at the core of how we operate
- We care about diversity: diversity allows us to build an excellent patient experience
- We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status