Patient Support Specialist (PSS) Manager

Description

Job Summary

The Patient Support Manager is responsible for the daily operations, team performance, and workflow coordination of Rejuvime’s Patient Support Specialists (PSS) across all HQ and in-clinic locations. This leadership role is focused on ensuring smooth coverage, maintaining accountability, balancing workload, and supporting a patient-first experience across all clinics.

As the day-to-day leader of the PSS team, this role works in partnership with the Senior Manager of Patient Support Operations to align tactical execution with strategic goals, ensure adherence to SOPs, and help bridge communication between support staff, providers, and leadership.

Role and Responsibilities

Team Leadership & Oversight

• Provide daily direction and support to PSS team members (HQ and in-clinic)
• Monitor performance, conduct check-ins, and coach for service consistency and accountability
• Manage scheduling, PTO coverage, call-out response, and team availability
• Host regular team syncs and reinforce core workflows and best practices

Workflow Coordination

• Balance inbound and outbound priorities across the team
• Monitor Pod volume and flex support where needed to manage patient flow
• Work with providers and clinic leads to align on patient cadence needs
• Flag workload or coverage gaps to the Director and Sr. Manager proactively

Quality & Patient Experience

• Support escalated patient issues requiring quick resolution or team coaching
• Reinforce standards for communication tone, professionalism, and timeliness
• Review team documentation for accuracy and adherence to internal protocols

Staff Development & Retention

• Participate in hiring and onboarding of new PSS team members
• Support the growth of team members along the PSS I - II - Lead ladder
• Provide real-time feedback and partner with leadership on formal reviews

Collaboration & Reporting

• Partner with the Sr. Manager of Patient Support Operations to implement system-level improvements
• Help identify workflow bottlenecks and propose solutions
• Track and report team-level metrics (e.g., response time, call coverage, scheduling efficiency)
• Attend leadership check-ins and contribute insights to support patient care initiatives

Qualifications

Minimum Education and Experience Requirements

• 2 years experience managing or supervising a customer service or patient-facing team
• Strong communication and team leadership skills
• Ability to multitask, delegate, and prioritize in a fast-paced environment
• High emotional intelligence and ability to coach across experience levels
• High School Diploma or equivalent
• Valid Driver’s License

Preferred Education or Experience

• Experience in healthcare, wellness, or service-based industry
• Familiarity with EMR, CRM, or patient communication systems
• Background in building or scaling teams a plus

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

Knowledge, Skills, and Abilities

• Teamwork – Builds and supports a collaborative team culture. Balances workloads, celebrates wins, and ensures the team works as one unit.
• Respectful – Coaches with kindness, leads with empathy, and maintains professionalism in every conversation.
• Dedication – Models accountability, owns outcomes, and ensures consistency in team execution and patient-facing standards.
• Service-Oriented – Prioritizes both the patient and the team’s experience, working to remove roadblocks and uphold service excellence at scale.
• Authentic – Leads with integrity, communicates honestly, and fosters an environment where feedback is trusted and action is taken.