• Location: Remote
• Compensation: Commensurate with experience
• Hours: Full Time

About Boost Patients

Boost Patients partners with private practice surgeons to convert more leads into booked consults. Our Patient Concierge team is central to that mission—answering inbound calls, following up with leads, and making sure no patient falls through the cracks.

We’re looking for a hands-on leader—someone who has trained front-desk or call center staff in a real clinic environment, ideally ophthalmology. If you know what great phone service sounds like and how to build systems that scale, this role is for you.

Key Responsibilities

Team Leadership

• Lead a fully remote team of Patient Concierge Agents and Managers
• Support a culture of accountability, clarity, and high performance
• Mentor Patient Concierge leads and QA staff

Training & Onboarding

• Build and run a structured onboarding program for new agents
• Ensure agents are trained on both soft skills and vision correction basics
• Identify and fill training gaps across the existing team

Call Policy & Systems Simplification

• Streamline call policies and internal SOPs to reduce confusion
• Create clear reference tools for agents to follow in real-time
• Work cross-functionally to align policy with clinic expectations

Quality Assurance

• Oversee QA process with scorecards, feedback, and coaching loops
• Monitor trends in performance and adjust training/support as needed
  
  

Workforce Planning & Coverage Strategy

• Analyze call volume data to understand peak hours and staffing needs
• Coordinate agent schedules and shift assignments to ensure coverage
• Build backup plans for agent absences, especially weekend and specialty coverage
• Identify where agents need to flex across accounts and lead those transitions
• Keep a big-picture view of team structure and capacity as we grow

Operational Optimization

• Standardize workflows that can scale with growth
• Ensure tools and systems support team efficiency and consistency
• Flag process issues and lead internal improvements

Hiring & Team Growth

• Collaborate on hiring plans as the team expands
• Ensure new hires align with culture and performance standards
• Support recruiting efforts and agent evaluations

What We’re Looking For

• 5+ years in a patient services leadership role—ideally in ophthalmology
• Experience training front-desk or phone teams in a clinical setting
• Strong operational thinker who can turn messy processes into clear systems
• Confident communicator, coach, and collaborator
• Comfortable managing remote teams and making fast, thoughtful decisions
• Strategic mindset with a knack for scheduling, team structure, and resource planning