Form Health is a virtual obesity medicine clinic delivering multi-disciplinary evidence-based obesity treatment through telemedicine. Obesity impacts more than 40% of the US adult population, and although historically only about 1% of patients received medical treatment for their disease, the field of Obesity Medicine is entering a period of rapid growth. Form Health provides high-quality expert care and leverages technology to enhance the patient experience. All Form Health patients work closely with their care team, which includes board certified physicians, advanced practice professionals and Registered Dietitians. Through our proprietary mobile app patients engage in regular video visits, as well as text messaging, photo journaling, digital data transmission, and customized educational materials. We hold ourselves to the highest standards of clinical care, and to treating every individual with empathy and respect.

Founded in 2019, Form Health is a venture-backed innovative startup with an experienced clinical and leadership team. Our mission is to empower patients and be leaders in Obesity Medicine driving impact at a national scale. We are deeply invested in our core value to put patients first, and also deeply committed to creating a culture where every employee is valued and we learn and improve together.

About the Role:

We are looking for a Manager, Patient Care Coordination who will be responsible for leading and developing the Patient Care Coordination team to provide exceptional support for daily care operations and contribute to the growth of the company. This will be a full-time opportunity, reporting to the Director, Patient Services, but working closely with Product and Clinical leaders. This is a remote role that can be located anywhere in the USA.

What You Will Do:

The Manager will directly oversee the quality, efficiency, and compliance of patient support functions by leading the team in executing the following key areas:

Team Leadership and Quality Oversight

• Manage and develop a team of Patient Care Coordinators and Leads, providing coaching, training, and performance feedback to ensure high-quality service and productivity.
• Ensure high quality patient interactions by performing regular quality reviews and coaching based on trends, ensuring consistency in communication, process adherence, and empathetic patient support across all interactions.
• Partner with Product and Learning and Development teams to create relevant training material and ongoing communication updates to the team.
• Complete performance evaluations and assessments for your team members annually.
• Assist with training and orienting new staff members.

Patient Care Coordination

• Manager Oversight: Manage and resolve patient escalations, particularly those related to prescriptions, billing, or scheduling complexity. Review escalation trends and ensure we have the appropriate training and resources in place to improve our care delivery.
• PCC Core Functions: Oversee the team's delivery of comprehensive patient support, which includes acting as the primary point of contact for communication between patients and their care team; receiving, triaging, and resolving incoming clinical messages to/from clinicians; and conducting regular outgoing communications to ensure consistent patient engagement.
• Clinical Support (MA Scope): Coordinate the team's support for clinicians, ensuring the effective execution of essential medical assisting tasks such as supporting pre-visit lab orders, facilitating medical records and prescription-related tasks (like prior authorization and medication refills), and accurately inputting patient vital signs and medical record documentation into the EHR.

Operational Excellence and Compliance

• Manager Oversight: Lead and manage ongoing cross-functional projects and patient communication campaigns. Oversee daily operations, including planning team coverage and support for patient issues or escalations. Monitor and analyze key performance indicators (KPIs) and trends to ensure the team consistently meets message response and task completion times. Implement and drive process improvement initiatives to enhance team efficiency and patient satisfaction.
• PCC Core Functions: Provide hands-on monitoring and support for the team's core functions, ensuring quality and efficiency in managing all aspects of the patient journey. These functions include supporting patient scheduling, resolving prescription issues, answering billing questions, facilitating care team transitions, performing pre-charting, and placing lab orders. Direct the team's administrative support for clinicians and ensure collaboration with cross-functional teams (Product, Engineering, Marketing) by providing feedback to advocate for system enhancements.

About You:

• 3+ years of experience in a healthcare setting, with at least 2 years of experience in a supervisory or management role preferred
• Active Medical Assistant Certificate
• Experience leading teams in a fast-paced digital health/telehealth company
• Proven experience in managing and developing teams to provide excellent customer service.
• Strong understanding of medical practice operations and professionalism standards.
• Excellent verbal and written communication skills.
• Highly organized, with strong judgment and prioritization skills, and a proven ability to manage multiple tasks and time effectively.
• Proficient in computer skills and platforms such as Slack and Google Workspace, with the ability to quickly adapt to evolving, custom-built IT systems.
• Experience in managing patient escalations and resolving complex issues.
• Experience in analyzing data and trends to drive operational improvements.
• A passion for helping patients and a commitment to providing outstanding support.
• Ability to work a Monday-Friday schedule that starts no earlier than 10:00 AM EST / 7:00 AM PST.

More about Form Health's benefits:

• Competitive salary and equity in a high growth start-up
• Comprehensive health benefits (medical, dental, vision)
• 401k program
• Flexible work schedules and paid time off
• Paid parental leave

Form Health's commitment to building a diverse, equitable, and inclusive work environment:

Form Health is committed to creating a culture and environment that celebrates diversity and inclusion, while fostering safety and belonging. This extends from our remote patient care to our corporate offices and everywhere in between. We are looking for team members who want to help us further our Diversity, Equity, and Inclusion (DEI) efforts and who share our attitudes for creating an inclusive, safe, and positive work environment.