Team Manager

Hone is an online medical clinic at the forefront of transforming healthcare and enhancing longevity. We use cutting-edge scientific advancements to empower men and women to take control of their health and unlock their full potential. Our people are the heart of everything we do and drive our success. We approach every project through our brand values:

• Fight for the Customer
• Execute Ruthlessly
• Communicate Candidly, Clearly, and Kindly
• Collaborate Selflessly
• Practice Calculated Risk-Taking
• Maximize Joy and Gratitude

Hone has been fully virtual from day one and will continue to be a remote-first employer.

Our ideal candidate is a mission-driven, motivated multi-tasker who is invested in work that is fulfilling and impactful. They embrace change and tackle challenges with enthusiasm. They have an “all-in” disposition towards work, understanding that we are a fast-paced, high-growth organization with evolving priorities. They can excel at both independent tasks and collaborative work, leading with clear and candid communication. They exhibit humble leadership—the ability to drive initiatives forward while remaining excited about continuous learning and development opportunities. They feel strongly about being part of a team that advocates for people to live longer and better lives.

As a Team Manager, you’ll lead a team of Patient Advocates and serve as a key link between frontline operations and strategic initiatives. In this role, you’ll have the autonomy to drive performance, influence process improvements, and shape both team and organizational outcomes. This is a great opportunity for someone who is passionate about developing talent, refining operations, and delivering an exceptional patient experience.

Key responsibilities for this role include (but are not limited to) the following:

• →Lead and support a team of Patient Advocates through performance management, coaching, QA, and ongoing development
• →Set clear expectations and use data to guide feedback, improve performance, and drive results
• →Coach underperformers and develop high-potential team members into future leaders
• →Partner cross-functionally to represent the voice of the Patient Advocacy team
• →Identify and escalate systemic issues with proposed solutions to improve workflows and tools
• →Deliver direct, empathetic, and effective performance conversations
• →Analyze trends to proactively address inefficiencies and refine processes
• →Help shape policies, SOPs, and operational strategies across the team
• →Manage and resolve patient escalations in a timely, effective manner
• →Collaborate with other Team Managers to ensure consistency and elevate standards
• →Take ownership of your team’s performance and engagement with minimal oversight
  
  

In order to qualify for this role, candidates must meet the following criteria:

Required:

• Experience in a Patient Advocacy, Support, or adjacent operational role (current or prior)
• Demonstrated leadership, mentorship, or project management experience
• Strong grasp of key support metrics (e.g., ticket solves, QA, CSAT, handle time)
• Excellent communication skills—both written and verbal
• Strong decision-making, time management, and organizational skills
• Track record of accountability and results-driven problem-solving
• Passion for patient care, service excellence, and team growth

Preferred:

• Previous experience managing a team or leading in a fast-paced environment
• Experience working cross-functionally or on strategic initiatives
• Familiarity with Zendesk, healthcare EMR, or similar tools
• Interest in pursuing broader leadership roles in the future