Associate Director, Patient Care Advocate

5+ years of healthcare support, patient advocacy, customer operations, or care coordination experience 3+ years of people leadership, including managing managers or team leads Experience scaling operations in a fast-paced, high-growth environment Strong command of service operations metrics (SLA management, forecasting, capacity planning, QA programs) Proven ability to diagnose workflow issues, design scalable processes, and operationalize improvements Exceptional written and verbal communication skills with a patient-first, empathetic approach Experience with EMRs, Zendesk, scheduling tools, and healthcare operations fundamentals (HIPAA, insurance basics, prior authorizations) Ability to collaborate effectively across clinical, operations, pharmacy, product, and compliance teams Reliable internet and a quiet, dedicated workspace Availability during core business hours (ideally 7 AM – 3:30 PM PST) Prior experience formalizing operational programs (QA, training, workforce management) Familiarity with shift management platforms like Deputy or Rippling Proficiency in Spanish

Lead, coach, and mentor PCA Leads; indirectly oversee the full PCA team Establish team culture grounded in empathy, accountability, and continuous improvement Own performance management: goal setting, feedback cycles, coaching plans, and development pathways Partner with People Ops on hiring strategy, role definition, staffing models, and onboarding improvements Ensure Leads consistently cascade updates, reinforce policies, and support their teams effectively Own forecasting, staffing plans, and scheduling strategy for all PCA coverage across chat, phone, and ticket queues Ensure SLAs are consistently met by optimizing shifts, staffing mix, and real-time resource allocation Set capacity and productivity expectations; monitor queue health and load balancing in partnership with PCA Leads Oversee escalation protocols and ensure efficient handoffs between PCA, clinical, pharmacy, and operations teams Standardize workflows, policies, and documentation to ensure consistent, compliant, high-quality operations Design and oversee quality assurance programs, including auditing, coaching, and root-cause analysis Partner with Clinical, Compliance, and Learning teams to ensure PCAs meet regulatory, privacy, and safety expectations Identify workflow bottlenecks; lead cross-functional improvement efforts to increase efficiency and reduce errors Drive continuous improvement in Zendesk, EMR workflows, scheduling systems, and communication protocols Maintain high-quality member communications by defining standards for tone, clarity, and service excellence Provide senior oversight and intervention for high-risk, sensitive, or complex escalations Support PCA Leads in managing real-time issue resolution and serve as the final escalation point when needed Monitor patterns in escalations and partner cross-functionally to address systemic issues