Head of Services - Support and Managed

The Director of Patient & Provider Services is a strategic architect meets operations leader — someone who has lived the journey of scaling organizations from foundation to maturity and that thrives in the intersection of technology and human service. This role is responsible for leading and operationalizing frontline support staff as we scale and evolve our best-in-class service for our patients, families, and external providers. This role is responsible for equipping and empowering a team and partnering with cross-functional leaders to deliver patient-centric support at every touchpoint and to drive continuous improvement of our holistic support services. The Director of Patient & Provider Services will have extensive experience leading high-quality and diverse support teams at scale, demonstrated ability to design and operationalize teams for organizational effectiveness, and be extremely patient-focused.

Define, own, and drive strong performance and quality metrics and standards—including productivity, reliability, and patient satisfaction—while managing operational efficiency and costs.

• Design, build, and execute on an organizational strategy that drives operational efficiency, team performance, business outcomes, and high-quality patient-centric support at scale.
• Define our talent management strategy, partnering with our People Success team to define and maintain competency frameworks, career paths, and succession plans.
• Partner with Workforce Management to ensure staffing models, schedules, and capacity plans support service levels and business priorities.
• Influence across the business, elevating the team's insights through clear data stories and patient-centric narratives, partnering cross-functionally to improve our product and services.
• Partner on patient retention and engagement strategies—designing proactive support programs, escalation protocols, and high-touch interventions that drive patient retention and reduce churn.
• 8+ years in patient support and 5+ years of direct people management experience, with demonstrated experience scaling operations and driving organizational transformation across a multi-layer team.
• Proven track record of success in developing, building, and leading scalable support teams in environments where the stakes are high, ideally healthcare, and you understand how to navigate ambiguous external dependencies.
• Demonstrated ability to partner with Workforce Management and technical teams to ensure staffing models and capacity plans support the highest service levels.
• Demonstrated ability to develop people, leading teams effectively to achieve metrics and outcomes, and cultivating intentional patient-centric team cultures.
• Demonstrated experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns to improve business performance.
• Data-driven patient-centric mindset with strong analytical skills, including intermediate SQL skills, with the ability to translate data into actionable insights and strategic recommendations.
• Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.
• Competitive Medical, Dental, Vision, Life, and AD&D insurance.
• Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!
• HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits.

~Work From Home Additional Perks:

• $Initial work-from-home stipend of up to $500.
• Reload of $200 on the home office stipend at the 3-year mark and then every other year after that (year 5, year 7, etc.).
• Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We have an Equip DEIB council, Equip For All; EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip.

As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, weight, and/or any other legally protected classification protected by federal, state, or local law.

In line with our commitment to Diversity, Equity, Inclusion, and Belonging (DEIB), we are dedicated to an accessible hiring process where all candidates feel a true sense of belonging. If you require a reasonable accommodation to complete your application, interview, or perform the essential functions of a role, we invite you to reach out to our People team at View email address on remotive.com.