Team Lead, Patient Support Center

Geode Health is a rapidly growing, national provider of outpatient mental health services. Our Mission is to “Transform mental health by making it more accessible, affordable and effective”.

Team Lead, Patient Support Center

Central Patient Support Center • Geode Health

Department: Patient Support Center – Operations
Reports To: Manager, Patient Support
Position Type: Full-Time | Remote | Supervisor Level
Schedule: Full-time shifts within Patient Support Center hours of operation

Who We Are

Geode Health is a rapidly growing, national provider of outpatient mental health services. Our mission is to empower our patients to live healthier, more rewarding lives through accessible, affordable, and effective mental healthcare tailored to their needs. Our Patient Support Center is the front door to that care, often a patient’s first human connection with Geode and the first step in removing barriers between someone seeking help and the provider who can support them.

The Role

The Team Lead, Patient Support Center is a supervisor-level role responsible for supporting day-to-day operations, team performance, and service quality across the Patient Support Center. This role helps lead Patient Support Specialists as they convert high-intent inbound calls, referral callbacks, and web leads into scheduled first visits, while also supporting a smaller volume of established patient call handling and routing hand-offs.

The Team Lead serves as a hands-on coach, escalation resource, and operational partner to the Manager, Patient Support. This person helps ensure the team meets expectations for answer rate, service level, conversion, quality, documentation, after-call work, and patient experience while supporting a positive, accountable, and growth-oriented team culture.

What You’ll Do

Lead Daily Patient Support Center Operations

• Operate as a player-coach, with approximately 80% of time focused on supervisory responsibilities and up to 20% reserved for peak-volume support, reserve coverage, or frontline call handling as needed.
• Monitor call queues, workflows, staffing coverage, after-call work, and other operational metrics to support timely, effective patient access.
• Help coordinate daily team priorities, workflow adjustments, and coverage needs in partnership with the Manager, Patient Support.
• Serve as an escalation point for complex or unresolved patient concerns, ensuring prompt, professional, and patient-centered resolution.  Support on-call escalation coverage during weekday and weekend extended hours.
• Support adherence to policies, procedures, HIPAA requirements, documentation standards, and quality expectations.

Coach and Develop Patient Support Specialists

• Provide timely and actionable coaching, feedback, and support to help Patient Support Specialists strengthen call quality, conversion, accuracy, and patient experience.
• Support onboarding, training, and ongoing skill development for new and existing team members.
• Partner with the Manager, Patient Support to identify performance trends, coaching needs, and opportunities for team improvement.
• Contribute to a positive, inclusive team culture grounded in accountability, collaboration, learning, and Geode’s mission.

Drive Quality, Conversion, and Patient Experience

• Help the team convert high-intent inbound calls, referral callbacks, and web leads into scheduled first visits through empathy, clarity, and effective barrier removal.
• Audit patient interactions and system documentation to ensure accuracy, completeness, and compliance with operational standards.
• Use reporting, call review, and performance insights to recommend workflow improvements and strengthen team outcomes.
• Model calm, personalized, hospitality-driven service that helps patients feel confident taking the next step in care.

Who You Are

• A people-centered leader who enjoys coaching others and helping teams perform at their best.
• Calm, organized, and confident in a fast-paced, phone-based and multichannel (text, email, portal, web chat) environment with changing priorities.
• A strong communicator who can support sensitive patient situations with empathy, professionalism, and sound judgment.
• Motivated by measurable goals and comfortable using feedback, reporting, and performance insights to improve outcomes.
• Collaborative, accountable, and willing to jump in where needed to support the team and the patient experience.
• Passionate about mental healthcare and Geode’s mission to expand access to exceptional care.

What You Bring

• 3–5+ years of experience in a healthcare, call center, patient access, customer service, or hospitality environment; prior team lead or supervisory experience preferred.
• Experience coaching, training, or supporting frontline team members in a goal-oriented, quality-focused environment.
• Strong understanding of call center workflows, service levels, documentation expectations, and patient experience standards.
• Familiarity with insurance plans, scheduling workflows, EMR systems, and patient access processes preferred.
• Strong computer skills and the ability to navigate multiple systems while supporting team members and patients.
• A quiet, professional remote workspace and reliable connectivity.
• Associate’s or bachelor’s degree preferred.

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