Patient Support Manager

Company Overview:

Join Shapely, a groundbreaking digital weight loss company dedicated to empowering individuals on their weight loss journey. At Shapely, we are committed to revolutionizing the weight-loss industry with a personalized, holistic approach. Our approach integrates the latest advances in weight loss, including medications, continuous glucose monitoring, and behavioral support, all guided by a physician-founder’s passion for wellness. We offer physician-led care, industry-leading support, and a seamlessly integrated app, leading the way in helping patients achieve long-lasting, sustainable weight loss. We are on a mission to assist millions of Americans in achieving their weight loss goals while fostering a culture of improved health. Join us in shaping a company that prioritizes the most important thing in all of our lives: our health.

Job Description:
As a Patient Support Manager at Shapely, you will play a critical role in ensuring the highest level of patient satisfaction through your exceptional communication and leadership skills. Your primary responsibilities will include:
1. Patient Support:
-Answering phone calls, responding to inquiries through email, chat, and social media channels for both existing and prospective patients.
-Assisting patients in obtaining prior authorizations for GLP-1 medications, ensuring a smooth and efficient process.
-Coordinating care-related tasks, including sending scales to new patients and facilitating the onboarding process for new patients.
-Creating a help desk for patients, managing support tickets, and developing and maintaining standard operating procedures for efficient support operations.
2. Leadership and Team Building:
-Building and leading a team of support coordinators, ensuring their development, motivation, and productivity.
-Collaborating with support coordinators to meet company goals, KPIs, and patient satisfaction targets.
-Conducting regular performance reviews, providing constructive feedback, and fostering a positive work environment.
3. Technology Proficiency:
-Utilizing support software such as ZohoDesk, ZenDesk, and other relevant tools to manage and optimize support operations.
-Managing IVR and telephony systems to ensure smooth call management.
4. Patient Satisfaction:
-Implementing strategies to enhance patient satisfaction, gather feedback, and improve the overall patient experience.
-Addressing patient concerns and resolving issues effectively and professionally.

Requirements:
-Previous experience in a similar role, preferably in a healthcare or telehealth environment.
-Strong command of support software, such as ZohoDesk, ZenDesk, and other relevant tools.
-Proficiency in IVR and telephony systems.
-Excellent leadership and team-building skills.
-Knowledge of HIPAA, PHI, and patient privacy (though training will also be provided on these topics)
-Exceptional command of English
-Exceptional communication skills and the ability to empathetically assist patients.
-Strong organizational and problem-solving abilities.
-A passion for health and wellness and a commitment to Shapely’s mission.
-Ability to work on Los Angeles time zone
-Preference for registered nurse or healthcare professionals with a strong understanding of healthcare. Must have prior healthcare experience.

Working Hours:
-Monday to Friday, 8 AM to 5 PM PST.

Benefits:
-Remote role
-Full time competitive pay
-Role reports directly to CEO, with an opportunity for job advancement and leading a team

How to Apply:
-Please submit the following:
-A current resume with your educational and work experience highlighted
-A 2-3 paragraph cover letter expressing your fit and interest in the role as well as relevant experience driving the support strategy for a digital business. Please also share your salary expectations for this role.
-After an initial resume screen, qualified candidates will receive a screening interview, followed by a behavioral questionnaire, and a final round interview.
-Ideal timeline for job to start on 11/1/23. Preference for job to start as early as possible while hiring the right candidate who will be a long-term fit for the company.