We are seeking an experienced and highly organized
Manager, Health Guide Operations & Patient Experience to help lead, scale, and continuously improve our Health Guide function.
This role is responsible for overseeing day-to-day operational performance and patient experience across a growing team of Health Guides, while supporting and developing existing team leads. The Manager will work closely with senior leadership and cross-functional partners to ensure the Health Guide team operates efficiently, consistently, and with a strong patient-first mindset.
This is an ideal opportunity for a hands-on operational leader who enjoys improving processes, coaching teams, using data to drive decisions, and partnering across departments to reduce friction and improve outcomes. The successful candidate will be comfortable operating in a fast-paced, evolving environment and driving meaningful improvements without requiring director-level ownership of every function.
The
Manager, Health Guide Operations & Patient Experience will report directly to the
Senior Vice President of Clinical Operations.
Key Responsibilities
Health Guide Team Leadership & Performance
- Manage and support Health Guide team leads while helping drive the performance and development of the broader Health Guide team.
- Help define, monitor, and improve key operational and performance metrics, including:
- Response times
- Scheduling speed
- Patient contact and answer rates
- Case conversion and completion rates
- Documentation quality
- Patient and client satisfaction
- Support the development and maintenance of individual performance dashboards and weekly operational reporting.
- Establish consistent coaching routines and performance improvement plans when needed.
- Coach and develop Health Guides and team leads to improve productivity, quality, consistency, and overall team performance.
- Help reinforce accountability while maintaining a supportive, collaborative, and high-performing team culture.
- Identify performance trends and partner with leadership to develop appropriate action plans.
Patient & Client Experience
- Support ownership of the patient journey from referral and intake through scheduling, visit completion, and follow-up.
- Identify gaps, friction points, and experience breakdowns across the patient journey.
- Partner with leadership and cross-functional teams to implement improvements that enhance the patient and client experience.
- Help standardize communication quality, tone, responsiveness, and service expectations across the Health Guide team.
- Monitor patient and client feedback, identify recurring themes, and assist in developing action plans.
- Promote and reinforce a patient-centric mindset while balancing service quality, operational efficiency, and business outcomes.
Process Improvement & Cross-Functional Collaboration
- Serve as a key operational partner between the Health Guide function and cross-functional teams, including:
- Product
- Engineering
- Operations
- Provider teams
- Clinical leadership
- Document, map, and continuously improve core Health Guide workflows and operational processes.
- Identify bottlenecks, inefficient handoffs, rework, manual tasks, and other barriers to productivity.
- Partner with leadership to redesign processes that:
- Reduce cycle times
- Improve accuracy and consistency
- Increase throughput
- Enhance the patient experience
- Support scalable growth without proportional increases in headcount
- Surface opportunities for automation, technology enhancements, and system improvements based on real-world operational challenges.
- Support the implementation and adoption of process and workflow changes across the team.
Quality, Compliance & Documentation
- Support adherence to organizational standards related to data accuracy, documentation quality, and HIPAA compliance.
- Ensure Health Guide workflows align with applicable personal injury and legal documentation requirements.
- Participate in quality assurance reviews, audits, and performance assessments.
- Assist in identifying root causes of quality issues and implementing corrective actions.
- Help maintain and continuously improve:
- Standard operating procedures (SOPs)
- Workflow documentation
- Training materials
- Onboarding programs
- Quality standards and guidelines
- Contribute to continuous improvement initiatives across the Health Guide function.
Qualifications
- 4–7 years of experience in operations, customer experience, healthcare support, service delivery, or a related leadership function.
- Experience managing, coaching, or supporting frontline teams in a fast-paced environment.
- Demonstrated experience tracking operational performance and using KPIs or data to identify improvement opportunities.
- Experience working with performance dashboards, reporting, workflows, SOPs, or process documentation.
- Familiarity with CRM, case management, scheduling, or workflow management systems.
- Strong experience with process improvement and operational problem-solving.
- Excellent written and verbal communication skills.
- Strong organizational, analytical, and leadership abilities.
- Experience working with distributed, remote, or offshore teams.
- Experience in healthcare, telehealth, MSK, patient navigation, or healthcare support operations.
- Exposure to personal injury, legal, or medically related documentation workflows.
- Familiarity with quality assurance and audit processes.
- Experience with process improvement methodologies such as Lean, Six Sigma, PDSA, or PDCA.
- Experience working in a high-growth or rapidly scaling organization.
Perks
- Permanent Work From Home
- Leave Credits
- Monetary Allowance
- Annual Bonus
- Weekly Paychecks
- Fixed Weekends Off
- Thriving Company Culture with Complete Autonomy
- Exclusive Specialized Training Programs
- Unlock Your Potential with a Highly Competitive Salary
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Who are we
BizForce is one of the fastest-growing global outsourcing companies in the world, founded in the US in Tucson, Arizona and is now operational in PH!
Our Commitment to delivering high-quality results for our clients and the only way to do that is ensuring a rewarding, respectful and productive experience for our employees. We hold the same values for both our customers and our employees.
