Job Description

Excel Medical is a dynamic and innovative telehealth company specializing in Hormone Replacement Therapy for men and women. We pride ourselves on our science-based protocol that delivers life-improving results to our patients.

Position Overview

We are seeking a full-time Patient Support Operations Manager to lead our patient support team and elevate the quality of service delivery across the organization. Reporting directly to the VP of Operations, this role is integral to the success of our daily operations and cross-functional initiatives. You will oversee the day-to-day performance of our call center while driving process improvements, strategic planning, and team development throughout the patient support journey.

Responsibilities

• Supervise and develop a high-performing team of member support specialists
• Own key service metrics, including First Contact Resolution (FCR), Net Promoter Score (NPS), and Average Handle Time (AHT)
• Identify, design, and implement process improvements across the support experience
• Lead strategic initiatives to enhance patient engagement and satisfaction
• Collaborate closely with the VP of Operations and COO to support high-priority projects
• Analyze performance data and translate insights into action
• Jump in on cross-functional efforts as needed—this role touches multiple areas of the business
• Provide leadership on outbound outreach programs to improve patient connection and follow-up

Qualifications

• 5+ years of experience in customer service, call center operations, or service delivery roles
• Proven leadership experience managing and developing high-performing teams
• Strong skills in performance analysis, problem-solving, and communication
• Self-motivated and able to take initiative in a fast-paced, evolving environment
• Experience in healthcare, telehealth, or high-growth startups is a plus
• Comfortable working fully onsite at our Charlotte, NC headquarters
• Ability to work collaboratively across departments and support senior leadership

Excel Medical is an equal-opportunity employer and welcomes candidates from all backgrounds to apply.

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