Virtual Care Patient-Facing Team Manager

The person in this role will manage our 24/7 front-line customer service team, which consists of patient-facing medical assistants and other customer service specialists. They will be responsible for setting clear expectations, reviewing past work, delivering feedback, cheerleading great outcomes, and addressing any issues that arise. The goal is to strengthen performance, consistency, and satisfaction for the team across all shifts.

Responsibilities:

Quality Assurance & Workflow Consistency:

• Maintain expert operational knowledge, with ability to step in as a customer specialist when needed
• Complete regular, structured, and thorough reviews of work, including monitoring workflows, response quality, and documentation accuracy
• Track patterns in performance over time and across shifts
• Support rollout of new workflows and updates

Team Performance:

• Serve as the day-to-day point of contact for TextCare Specialists
• Conduct structured, recurring check-ins with team members
• Identify performance gaps early and escalate appropriately when needed
• Partner with Operations and HR to support performance improvement processes
• Reinforce communication, documentation, and workflow standards

Operational Liaison:

• Manage personnel issues (e.g., time-off requests, any concerns)
• Partner with Training Specialist to execute onboarding and ongoing trainings
• Serve as the bridge between TextCare Specialists and Operations Leadership
• Partner with Operations to roll out new workflows and guidance, ensuring clear communication and compliance.
• Support sourcing and candidate evaluation with Talent Acquisition Coordinator for TetCare Specialist roles

Reporting Structure:

• Reports to Virtual Operations Team
• Direct Reports: TextCare Specialists
• Collaborates closely with HR and Training

What Success Looks Like:

• TextCare Specialists receive consistent training and direction
• Quality Assurance reviews completed on consistent schedule
• Performance issues are addressed early and clearly
• High performers feel recognized and supported

Ideal candidate profile:

• 2+ years of experience managing direct reports
• Experience delivering performance feedback and corrective action
• Highly organized and consistent in documentation and follow-up
• Motivated by improving team performance through structure and accountability
• Believes strong teams are built through consistent expectations, regular feedback, and steady follow-through
• Takes initiative and addresses issues early
• Experience in healthcare, medical office, or customer service environments preferred