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9amHealth · 1 week ago

Associate Director, Patient Care Advocate

United States

Full-time

Remote

Lead/Staff

5+ years exp

9amHealth is a specialized cardiometabolic care company based in San Diego, California, focused on preventing and treating obesity and related conditions. The Associate Director, Patient Care Advocate will lead and scale the Patient Care Advocate team, ensuring high-quality support for members while optimizing operations and fostering a patient-first culture.

Health CareMedicalWellness

Responsibilities

Lead, coach, and mentor PCA Leads; indirectly oversee the full PCA team

Establish team culture grounded in empathy, accountability, and continuous improvement

Own performance management: goal setting, feedback cycles, coaching plans, and development pathways

Partner with People Ops on hiring strategy, role definition, staffing models, and onboarding improvements

Ensure Leads consistently cascade updates, reinforce policies, and support their teams effectively

Own forecasting, staffing plans, and scheduling strategy for all PCA coverage across chat, phone, and ticket queues

Ensure SLAs are consistently met by optimizing shifts, staffing mix, and real-time resource allocation

Set capacity and productivity expectations; monitor queue health and load balancing in partnership with PCA Leads

Oversee escalation protocols and ensure efficient handoffs between PCA, clinical, pharmacy, and operations teams

Standardize workflows, policies, and documentation to ensure consistent, compliant, high-quality operations

Design and oversee quality assurance programs, including auditing, coaching, and root-cause analysis

Partner with Clinical, Compliance, and Learning teams to ensure PCAs meet regulatory, privacy, and safety expectations

Identify workflow bottlenecks; lead cross-functional improvement efforts to increase efficiency and reduce errors

Drive continuous improvement in Zendesk, EMR workflows, scheduling systems, and communication protocols

Maintain high-quality member communications by defining standards for tone, clarity, and service excellence

Provide senior oversight and intervention for high-risk, sensitive, or complex escalations

Support PCA Leads in managing real-time issue resolution and serve as the final escalation point when needed

Monitor patterns in escalations and partner cross-functionally to address systemic issues

Qualification

Healthcare support experiencePeople leadershipService operations metricsEMR experienceZendesk proficiencyOperational program formalizationSpanish proficiencyCommunication skillsCollaboration skills