Patient Support Operations Lead — Telehealth / CX Transformation - Contract to Hire

We are looking for an experienced Patient Support Operations Lead to help design and implement the next phase of patient support for a rapidly scaling telehealth company.

This is a hands-on transformation role, not a strategy-only consulting engagement. You will work directly with patient support, clinical operations, provider teams, Product, and leadership to build a more proactive, scalable patient experience with clear ownership, faster resolution, strong service levels, and better visibility into demand, capacity, productivity, patient experience and retention

What you will lead:

- Evolve Patient Support from reactive issue resolution toward proactive patient success, including journey monitoring, service recovery, retention, and identifying patients at risk of disengaging.

- Lead the transition from Zendesk to Zoho, including work taxonomy, routing, ownership, escalation rules, and reporting requirements.

- Design and implement a **Patient Account Manager (PAM) model** that creates clear non-clinical ownership of the patient relationship.

- Define how Patient Support works with clinical teams, providers, and Patient Safety, including clear escalation boundaries.

- Build demand, capacity, and workforce models to determine staffing requirements and productivity expectations.

- Establish daily and weekly management systems covering volume, backlog, aging, service levels, productivity, quality, and patient experience.

- Identify unnecessary or avoidable support demand and opportunities for workflow automation and AI-assisted operations.

- Develop training, quality, certification, and coaching mechanisms for the support organization.

- Help design an operating model capable of supporting **24/7 patient access, rapid response times, and a high-quality patient experience**.

- Translate recurring patient and operational friction into clear requirements and opportunities for Product and Engineering.

- Lead pilots, measure results, adjust the model, and move successful changes into broader implementation.

What We Are Looking for in the Person

The right person can move comfortably between data, process, people, technology, and implementation. You should be able to look at individual agent productivity one minute, map a patient journey the next, work with Product on automation requirements, and then turn decisions into an executable implementation plan. You should be comfortable challenging assumptions and getting into operational detail.

What This Role Is Not

- A Zendesk administrator role.

- A project-coordinator role.

- A support-agent role.

- A strategy-consulting assignment that stops at recommendations.

- An SOP-writing engagement without operating accountability.

We need someone who can lead the transformation work and build the operating system with the team.

What Success Looks Like

- One clearly defined Patient Support operating model with a path to industry-leading response times and strong patient NPS and care experience

- Explicit patient ownership and clear clinical vs. non-clinical boundaries.

- Measured demand and capacity with a quantified Patient Account Manager staffing model.

- Reduced unnecessary ticket volume and standard routing / escalation rules.

- Daily operating visibility with meaningful productivity and quality metrics.

- Support training, certification, and QA structure.

- Clear requirements for the future support technology stack.