Patient Registration Manager

Form Health is a virtual obesity medicine clinic delivering evidence-based, multidisciplinary treatment through telemedicine across the United States. This role leads the patient registration team, overseeing inbound call operations, telephony systems, workflow design, AI agent management, and performance metrics. The position focuses on delivering a high-quality, white-glove patient experience while optimizing processes, scaling team performance, and driving operational efficiency.

Form Health is seeking a Patient Registration Manager to lead its remote front-line customer service team and oversee the patient onboarding experience. This role is responsible for designing and optimizing the end-to-end registration journey, ensuring prospective patients receive a seamless, high-quality introduction to care. The manager will combine operational leadership, technical expertise, and data-driven decision-making to scale performance while maintaining a patient-first culture.  

Responsibilities:  
- Manage, coach, and develop a remote inbound customer service team, including hiring and performance oversight  
- Design and optimize workflows for high-volume inbound calls, emails, and proactive outreach  
- Lead telephony platform configuration, including IVR menus, routing logic, and queue management  
- Oversee AI agent processes and CRM integrations in collaboration with Engineering and Product teams  
- Develop and monitor dashboards tracking KPIs such as AHT, SLOs, and conversion rates  
- Establish training programs and quality assurance frameworks to maintain service standards  

Requirements:  
- 5+ years of management experience in inbound call center or customer service operations  
- Advanced knowledge of cloud-based telephony systems and CRM workflows  
- Demonstrated ability to build dashboards and interpret operational data  
- Strong process improvement and operational optimization skills  
- High emotional intelligence and escalation management capabilities  
- Experience scaling teams within customer-first or white-glove service environments  

Benefits:  
- Competitive salary and equity  
- Comprehensive medical, dental, and vision coverage  
- 401k program and paid time off  
- Flexible schedules and paid parental leave  

This position requires a metrics-driven leader committed to operational excellence and delivering a seamless patient experience.