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Patient Registration Manager

Remote

Form Health is a virtual obesity medicine clinic delivering multi-disciplinary evidence-based obesity treatment through telemedicine. Obesity impacts more than 40% of the US adult population, and although historically only about 1% of patients received medical treatment for their disease, the field of Obesity Medicine is entering a period of rapid growth. Form Health provides high-quality expert care and leverages technology to enhance the patient experience. All Form Health patients work closely with their care team, which includes board certified physicians, advanced practice professionals and Registered Dietitians. Through our proprietary mobile app patients engage in regular video visits, as well as text messaging, photo journaling, digital data transmission, and customized educational materials. We hold ourselves to the highest standards of clinical care, and to treating every individual with empathy and respect.

Founded in 2019, Form Health is a venture-backed innovative startup with an experienced clinical and leadership team. Our mission is to empower patients and be leaders in Obesity Medicine driving impact at a national scale. We are deeply invested in our core value to put patients first, and also deeply committed to creating a culture where every employee is valued and we learn and improve together.

About The Role

We are seeking a high-caliber Patient Registration Manager to lead our front-line customer service team. In this role, you will lead the specialists who serve as the welcoming voice of Form Health. You aren't just managing a queue; you are designing a white-glove inbound experience that seamlessly guides prospective patients from their first inquiry to clinical readiness.

The ideal candidate is a telephony and workflow expert who thrives on metrics, values empathy, and has a proven track record of scaling high-performance teams in a "customer-first" environment.

What You Will Do

  • Team Leadership & Mentorship: Manage, coach, and develop a remote customer service team. You will be responsible for hiring, onboarding, and continuous performance feedback to ensure a consistent, empathetic patient experience.
  • Workflow Architecture: Design and optimize the end-to-end registration journey. You will build the processes that handle high-volume inbound calls, email inquiries, and proactive outreach to ensure no patient "to-do" is left unfinished.
  • Telephony & Tech Management: Act as the internal lead for our telephony platform. You will configure IVR menus, routing logic, and queue settings to minimize abandoned calls and maximize efficiency.
  • AI Agent and CRM Management: Manage our AI agent process, performance, and knowledge base. Making ongoing improvements to the AI agent system. Partner with Engineering and Product leaders to support our CRM integration with our phone system and other Care Team tools.
  • Data-Driven Oversight: Create and maintain real-time dashboards to monitor key performance indicators (KPIs) such as Average Handle Time (AHT), Service Level Objectives (SLOs), and conversion rates.
  • Training & Quality Assurance: Establish a robust training program and call-monitoring framework. You will provide regular coaching and feedback to ensure every interaction meets our "white-glove" standard.
  • Cross-Functional Collaboration: Partner with Client Success, Training, and Finance to ensure we are prepared for new customer launches from both a training and headcount perspective.

About you

  • 5+ Years of Management Experience: Specifically leading inbound call center operations or customer service teams in a company known for white-glove service.
  • Technical Proficiency: Expert-level understanding of cloud-based telephony platforms and CRM workflows. You know how to build a dashboard from scratch and interpret data to drive staffing decisions.
  • Operational Mindset: You are focused on efficiency and patient experience. You don’t just see a bottleneck; you build a process to clear it.
  • High Emotional Intelligence: You can remain calm and professional during challenging escalations and coach your team to do the same.

More about Form Health’s benefits:

  • Competitive salary and equity in a high growth start-up
  • Comprehensive health benefits (medical, dental, vision) 
  • 401k program
  • Flexible work schedules and paid time off
  • Paid parental leave

Form Health’s commitment to building a diverse, equitable, and inclusive work environment:

Form Health is committed to creating a culture and environment that celebrates diversity and inclusion, while fostering safety and belonging. This extends from our remote patient care to our corporate offices and everywhere in between. We are looking for team members who want to help us further our Diversity, Equity, and Inclusion (DEI) efforts and who share our attitudes for creating an inclusive, safe, and positive work environment. 

Base Annual Salary

$80,000 - $100,000 USD

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