Team Manager
Hone Health
full-time
Posted on:
Location Type: Remote
Location: New York • United States
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Salary
💰 $56,000 - $96,000 per year
About the role
- Lead and support a team of Patient Advocates through performance management, coaching, QA, and ongoing development
- Set clear expectations and use data to guide feedback, improve performance, and drive results
- Coach underperformers and develop high-potential team members into future leaders
- Partner cross-functionally to represent the voice of the Patient Advocacy team
- Identify and escalate systemic issues with proposed solutions to improve workflows and tools
- Deliver direct, empathetic, and effective performance conversations
- Analyze trends to proactively address inefficiencies and refine processes
- Help shape policies, SOPs, and operational strategies across the team
- Manage and resolve patient escalations in a timely, effective manner
- Collaborate with other Team Managers to ensure consistency and elevate standards
- Take ownership of your team’s performance and engagement with minimal oversight
Requirements
- Experience in a Patient Advocacy, Support, or adjacent operational role (current or prior)
- Demonstrated leadership, mentorship, or project management experience
- Strong grasp of key support metrics (e.g., ticket solves, QA, CSAT, handle time)
- Excellent communication skills—both written and verbal
- Strong decision-making, time management, and organizational skills
- Track record of accountability and results-driven problem-solving
- Passion for patient care, service excellence, and team growth.
- Previous experience managing a team or leading in a fast-paced environment (preferred)
- Experience working cross-functionally or on strategic initiatives (preferred)
- Familiarity with Zendesk, healthcare EMR, or similar tools (preferred)
- Interest in pursuing broader leadership roles in the future (preferred)
Benefits
- A remote-first work environment
- Competitive compensation and equity options
- Health, dental, and vision insurance coverage
- Short-term disability and basic life coverage
- Flexible Spending Accounts (FSAs)
- Lifestyle Spending Accounts (LSAs)
- We follow federal holidays and have uncapped time off
- Budget for the technology tools you need (laptop, monitor, and/or special software)
- A focus on company-sponsored activities to foster engagement (both virtual and in-person)
- Waived membership fees for any Hone team members utilizing Hone products
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
patient advocacysupport metricsticket solvesQACSAThandle timeperformance managementcoachingprocess refinementpolicy development
Soft Skills
leadershipmentorshipproject managementcommunicationdecision-makingtime managementorganizational skillsaccountabilityproblem-solvingempathy