Patient Advocate Department Manager

Description

Patient Advocate Manager

Location: Remote (U.S.-based) 

Position Overview

Anesthesia Dynamics Management is seeking an experienced Patient Advocate Manager to lead and actively manage our Patient Advocate Department (PAD).

This is a hands-on leadership role for someone who is comfortable operating in the details while maintaining accountability for team performance and operational outcomes. The right candidate will bring structure, consistency, and clear expectations to a function that directly impacts patient experience and client satisfaction.

Our Patient Advocates regularly support patients with billing, insurance, and service-related questions. These interactions are often time-sensitive and can involve frustrated or upset callers. This role requires a leader who can coach a team to handle these conversations with professionalism, composure, and empathy—while maintaining efficiency and performance standards.

Key Responsibilities

• Lead, train, and develop Patient Advocate staff, including onboarding, coaching, and performance management 
• Maintain direct involvement in daily operations to ensure consistency, quality, and accountability 
• Monitor and adjust workflows and staffing to meet business and client needs 
• Manage and resolve escalated patient interactions, including complex or sensitive situations 
• Analyze call data, performance metrics, and operational trends to identify gaps and drive improvement 
• Provide clear, accurate, and actionable reporting to internal stakeholders 
• Develop, maintain, and enforce SOPs and operational workflows 
• Partner with internal teams and external stakeholders to address issues and improve processes 
• Support system setup, troubleshooting, and operational readiness for the team 

What You Bring

You are a disciplined, detail-oriented leader who is comfortable setting expectations and holding a team accountable. You are not looking for a purely supervisory role—you are willing to step in, assess issues directly, and ensure work is completed to standard.

You are able to:

• Navigate difficult conversations with professionalism and composure 
• Balance empathy for patients with the need for clarity and accuracy 
• Identify operational gaps and take ownership of resolving them 
• Communicate clearly with both frontline staff and leadership 
• Maintain consistency in a fast-moving, sometimes ambiguous environment 

This role is likely a strong fit for candidates who:

• Prefer being directly involved in operations rather than overseeing from a distance 
• Are comfortable working with performance metrics and holding themselves and others accountable 
• Can maintain composure and professionalism when dealing with frustrated or upset individuals 

This role is not likely to be a good fit for candidates who:

• Prefer purely strategic or high-level leadership roles without day-to-day operational involvement 
• Are uncomfortable addressing performance issues directly or holding team members accountable 
• Prefer highly structured environments with minimal ambiguity or change 

Work Environment

This is a remote, office-based role requiring extended periods of computer use, phone communication, and coordination across teams. The role requires sustained focus, strong organizational skills, and the ability to manage competing priorities.

Additional Information

This role is expected to operate as a hands-on manager, with direct involvement in daily operations as needed to support team performance and departmental objectives.

Why This Role

This role is best suited for someone who takes ownership of outcomes, values structure and accountability, and is motivated to improve both team performance and the patient experience. You will have the opportunity to influence processes, develop a team, and play a key role in a growing organization.

Requirements

Qualifications (Experience & Skills)

• Experience in healthcare operations, patient advocacy, call center leadership, or a related environment 
• Demonstrated leadership experience with responsibility for staff performance and development 
• Strong understanding of workflow management, reporting, and operational processes 
• Experience with call center systems and reporting tools preferred 
• Strong analytical skills and attention to detail 
• Ability to communicate clearly, professionally, and effectively across a variety of stakeholders 
• Ability to manage multiple priorities and adapt in a fast-paced, evolving environment