Patient Communication Team Lead - INTERNAL CANDIDATES ONLY
Remote
Full Time
Experienced
INTERNAL CANDIDATES ONLY
Position Title: Patient Communication Team Lead
Department: Communication Services
FLSA Type: Non-Exempt
Reports To: Patient Communication Manager
Supervision Exercised: Patient Communication Specialist
Supervision Received: Patient Communication Manager or designee - Quarterly
Position Scope:
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.
An individual must be able to perform each Essential Function of the job satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions. Nothing within this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Education and Experience:
Physical Requirements: While performing the duties of this job, the employee is consistently required to remain in a stationary position, constantly operate a computer or other office equipment, and frequently communicate with customers and employees. Must be able to exchange accurate information, with the ability to effectively utilize voice over internet protocol; and repetitive motions using fingers and forearms in data entry.
Position Title: Patient Communication Team Lead
Department: Communication Services
FLSA Type: Non-Exempt
Reports To: Patient Communication Manager
Supervision Exercised: Patient Communication Specialist
Supervision Received: Patient Communication Manager or designee - Quarterly
Position Scope:
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.
Essential Functions and Job 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 (including coaching moments, positive contributions, and attendance call-outs) 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.
- Take Care of Patients & Customers:
- Build trust, connection, and empathy to ensure patients and customers feel valued, respected, and treated like family.
- Show compassion and be accommodating to ensure that customers and patients know that they are the most important person at that moment.
- Take Care of Each Other:
- Cultivate a culture of teamwork, inclusion and respect among all employees.
- Emphasize collaboration, encouragement, and a positive environment where employees are heard, recognized, supported, and feel safe.
- Create an enjoyable workplace valuing development, unity, and open communication, ensuring everyone thrives together.
- Take Care of the Company:
- Safeguard the company’s best interests through reliability, innovation, and accountability.
- Embrace change and adaptability, while maintaining a growth mindset to ensure continuous improvement.
- Contribute to the company’s technological advancement and overall success by demonstrating integrity, knowledge, and responsibility.
- Take Care of Yourself:
- Manage time effectively and set boundaries to maintain well-being.
- Seek personal development and stay open to new ideas and feedback.
- Face challenges with perseverance and a positive attitude.
- Communicate with openness, honesty, humility, and bravery.
- Take Care of Patients & Customers:
An individual must be able to perform each Essential Function of the job satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions. Nothing within this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Education and Experience:
- 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.
- Effective 2/24/2023, all new candidates must hold a current Senior Patient Communication Specialist role at PaceMate, to apply from within. The ideal candidate demonstrates servant leadership, a patient-focus, and a team-oriented skillset.
Physical Requirements: While performing the duties of this job, the employee is consistently required to remain in a stationary position, constantly operate a computer or other office equipment, and frequently communicate with customers and employees. Must be able to exchange accurate information, with the ability to effectively utilize voice over internet protocol; and repetitive motions using fingers and forearms in data entry.
About PaceMate
Recognized as a Top 100 Healthcare Technology Company by Healthcare Technology Report, PaceMate offers the most comprehensive remote cardiac monitoring solution in the industry. PaceMateLIVE is the only clinical dashboard with user-friendly integrations for all implantable cardiac devices, ambulatory monitors, consumer ECGs, and heart failure products. PaceMate’s Auto-Triage™ prioritizes patients based on clinician-customized standards—not device alerts—resulting in a substantial reduction in alert burden. With the most live connections through EHR-partnered integrations across Epic, Cerner, and athenahealth, PaceMate offers a true, vetted, and validated industry-leading solution for interoperability: ensuring bi-directional data transfer for more accurate reporting, streamlined workflows, and one-click billing. PaceMate’s software-only, concierge on-demand, and full-service offerings deliver a flexible, customized solution for cardiac practices. Visit PaceMate.com to learn how one platform is transforming the future of digital health.
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