🕒 6 days ago
Leads a customer support team during assigned shifts, overseeing quality, performance, training, helpdesk operations, and escalations while resolving operational issues and supporting client satisfaction.
Team Manager
📅 Aug 6, 2025
Patient AdvocacyTeam LeadershipPerformance ManagementCoaching And Mentorship
📜 Description
- Lead and develop Patient Advocates through coaching, performance management, and quality assurance.
- Use support metrics to guide feedback, improve performance, and drive results.
- Represent the Patient Advocacy team in cross-functional work and propose solutions to workflow and tool issues.
- Analyze trends, refine processes, and help shape team policies, SOPs, and operational strategies.
- Manage patient escalations and collaborate with other managers to maintain consistent standards.
- Own team 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
- Experience working cross-functionally or on strategic initiatives
- Familiarity with Zendesk, healthcare EMR, or similar tools
✨ Benefits
- A remote-first work environment
- Competitive compensation and equity options
- Dental
- 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 for exempt employees
- 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)
Full job description
About Hone
Hone is an online medical clinic at the forefront of transforming healthcare and enhancing longevity. We use cutting-edge scientific advancements to empower men and women to take control of their health and unlock their full potential. Our people are the heart of everything we do and drive our success. We approach every project through our brand values:
- Fight for the Customer
- Execute Ruthlessly
- Communicate Candidly, Clearly, and Kindly
- Collaborate Selflessly
- Practice Calculated Risk-Taking
- Maximize Joy and Gratitude
Hone has been fully virtual from day one and will continue to be a remote-first employer.
Our Ideal Candidate
Our ideal candidate is a mission-driven, motivated multi-tasker who is invested in work that is fulfilling and impactful. They embrace change and tackle challenges with enthusiasm. They have an “all-in” disposition towards work, understanding that we are a fast-paced, high-growth organization with evolving priorities. They can excel at both independent tasks and collaborative work, leading with clear and candid communication. They exhibit humble leadership—the ability to drive initiatives forward while remaining excited about continuous learning and development opportunities. They feel strongly about being part of a team that advocates for people to live longer and better lives.
The Role
As a Team Manager, you’ll lead a team of Patient Advocates and serve as a key link between frontline operations and strategic initiatives. In this role, you’ll have the autonomy to drive performance, influence process improvements, and shape both team and organizational outcomes. This is a great opportunity for someone who is passionate about developing talent, refining operations, and delivering an exceptional patient experience.
Primary Responsibilities
Key responsibilities for this role include (but are not limited to) the following:
- 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
Qualifications
In order to qualify for this role, candidates must meet the following criteria:
Required:
- 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
Preferred:
- Previous experience managing a team or leading in a fast-paced environment
- Experience working cross-functionally or on strategic initiatives
- Familiarity with Zendesk, healthcare EMR, or similar tools
- Interest in pursuing broader leadership roles in the future
Compensation Range
$55,000 - $78,000
Benefits*
Hone wants our team to be in the best condition of their lives, so we offer a range of benefits including:
- 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 for exempt employees
- 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
*These benefits are available to full-time, regular employees, and not to independent contractors, part-time employees, temporary employees, or interns.
We are proud to be an equal-opportunity workplace committed to building a team culture that celebrates diversity and inclusion. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions. Please contact us to request accommodation.
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