Patient Services Lead

About the role

Homera Health is seeking a senior‑level Patient Services Lead to oversee remote customer support for its fast‑growing telemedicine brands. This fully remote position will manage a team of representatives, ensure high‑quality patient interactions, and collaborate across departments to improve operational efficiency.

Key responsibilities

• Assist with onboarding and ongoing training of new and existing customer service representatives.
• Monitor daily activity across all patient service platforms, assign staff based on workload, and ensure prompt patient support.
• Track clock‑in/out times, manage schedules, breaks, and shift changes.
• Handle patient escalations, make decisions on discounts, credits, or refunds while balancing policy and satisfaction.
• Oversee Slack channel tagging, responses, and message placement for seamless communication.
• Identify, troubleshoot, and report system issues or bugs to the technical team.
• Collaborate with other departments to resolve system‑related challenges and improve efficiency.

Required profile

• Proven leadership experience in a customer service environment, preferably healthcare.
• Strong English communication and interpersonal skills with a customer‑centric mindset.
• Ability to manage multiple priorities, stay calm under pressure, and solve problems.
• Familiarity with customer service platforms, CRM tools, and communication channels like Slack.
• Availability to work under EST timezone.

Required skills

• Slack
• Intercom (or similar tools)
• CRM tools

What we offer

• Flexible working hours.
• Fully remote work – choose your location.
• Fun and casual work environment.
• Diverse, global team.