Director, Patient Support Jobs

About Us

Galileo is a team-based medical practice working to improve the quality and affordability of health care for all. Operating across 50 states, Galileo offers high-touch, data-driven, multi-specialty, longitudinal care to diverse and complex patients—on the phone, in the home, and everywhere in between. Regional and national health plans, employers, and Fortune 500 organizations trust Galileo as the leading solution to improve population health. Founded by Dr. Tom X. Lee, the healthcare pioneer behind One Medical and Epocrates, Galileo is a team of leading innovators from healthcare, technology, and human-centered design. Our mission is to apply that talent and scientific thinking to transform society by solving our largest, toughest healthcare problems, while at the same time bringing patient and provider closer.

About the Role:

The Director, Patient Support will be integral to the success of the Patient Support team as they help our patients navigate everyday barriers to care. In this role, you will support, drive, and expand the Patient Support team as they tackle these barriers 24 hours a day, 365 days a year through data-driven process optimization and implementation. The Patient Support Team is rapidly evolving and changing, bringing the opportunity to make meaningful and lasting contributions to the lives of both our patients and the team.

Here’s what you’ll do:

• Define, operationalize and communicate a clear vision and strategy for patient support focused on empathy, compassion and care for the human experience, across a myriad of processes.
• Improve key metrics related to patient satisfaction, quality of support, and employee engagement through a focus on humanity, kindness and accountability at all levels, balancing quality with quantity and efficiency.
• Partner with other leaders to ensure exceptional patient experience across all touchpoints, representing the needs of the patient support function and contributing to development of products, services, and strategies.
• Manage budgets, key performance indicators, schedules, and resources to achieve departmental and company objectives.
• Promote strong communication, shared learning, and community.
• Model and cultivate a highly collaborative "One Team" culture where support staff feel empowered, heard and invested in company mission and values.
• Identify opportunities to scale and improve processes to meet the demands of company growth while maintaining high support standards, automating where possible while still preserving human touchpoints.
• Optimize productivity through data-driven insights and key partnerships across the organization.
• Provide leadership, coaching and development for our Patient Support Managers and the growing team of 60+ frontline support staff, helping them evolve into transformational leaders.

About You:

Even the best doctors can’t provide high quality care when patients are facing unresponsive staff, claim denials, and opaque coverage, so we would love to hear from you if you have the following or equivalent experience:

• For the safety of our patients and staff, employees in this role must be fully vaccinated with all necessary vaccinations. This includes a booster for a completed COVID-19 vaccination.
• Experience in healthcare, health tech or highly regulated fields supporting sensitive patient/client needs, navigating the relationships between institutions and individuals.
• Patient-centric mindset with a focus on and understanding of the needs of people facing health issues or crises and the ability to translate empathy and care into workable strategy, and vision.
• Exceptional leadership, communication, and people management skills, with the ability to motivate and develop employees at all levels while balancing care for people and outcomes.
• 5+ years managing support teams, call centers or related experience with a rack record of scaling organizations and improving key metrics.

Compensation Range

$150,000 - 190,000 based upon prior experience, performance, and market dynamics

Physical Requirements:

• Physical requirements may include lifting up to 10 pounds, manual dexterity, near/far visual acuity, keyboarding, the ability to hear, understand, and distinguish speech, sitting, standing, walking, and screen usage for 8 or more hours per day.
• This is primarily a sedentary position.

Travel Requirements:

• Periodic high travel- during new market launches, frequent travel will be necessary to prepare the market to open, but travel will subside post-launch once handed over to local leadership.
• Occasional travel most of the year - on average monthly travel to NYC-based HQ plus occasional on/offsites or other training/workshops.

#WA-1

Benefits

• Health Savings Account + match
• Company paid STD/LTD, AD&D, and Life insurance
• Paid Family Leave
• Paid Time Off
• 401K + match
• Medical / Dental / Vision insurance
• Flexible Spending Account

How We Hire

Galileo is committed to hiring the best team possible to build health care that works for everyone. We value a diverse set of perspectives to deliver the best possible solutions to those problems. We look for talent from a wide range of backgrounds—including, but not limited to—race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status. Galileo is an Equal Opportunity Employer and provides reasonable accommodations to applicants and employees with a qualifying disability or conflict with a sincerely held religious belief, unless doing so would cause an undue hardship or fail to eliminate a direct threat.