Who We Are

GrowthAssistant connects top marketing and operations talent with fast-growing companies that depend on great execution to scale. Founded in 2021 and named by Forbes as one of the best startups to work at, we're a permanently remote team that runs on integrity, proactive candor, and a bias toward action — and we prioritize the human experience in everything we do. We hire for skill and for heart, and we invest in our people for the long haul.

The Opportunity

We're hiring a Patient Support Specialist Team Lead to support a healthcare technology platform that helps patients navigate care logistics and post-diagnosis, peri-treatment support through an AI-assisted chat experience. You'll monitor text-based patient conversations that are escalated from the chatbot when the system can't understand a request or determine the correct next step — and, as the designated Team Lead for the cohort, carry all standard Patient Support Specialist responsibilities plus the oversight that keeps the team running: shift-scheduling coordination, QA documentation, knowledge base maintenance, and serving as the first point of escalation for fellow specialists. The work involves sensitive healthcare topics, including reproductive care, and strict patient confidentiality under HIPAA.

What Your Day-to-Day Will Look Like

• Conversation Monitoring: Monitor patient conversations escalated from the chatbot, reviewing text-based threads to understand the patient's request and identify the correct intent based on conversation context.
• Response Handling: Select and send the appropriate approved response from the knowledge base, escalating internally whenever the correct response is unclear or additional support is needed.
• Confidentiality & Compliance: Maintain strict patient confidentiality and follow HIPAA guidelines at all times, completing client-provided onboarding, HIPAA training, and platform training.
• Shift Coverage: Stay available and responsive during assigned shifts to support a 24/7 patient coverage model, including evenings, nights, and weekends on a rotating schedule.
• Quality Assurance (Team Lead): Compile a running QA log of conversation quality observations — noting patterns, errors, and coaching areas across the team — and document resolved escalations into a living knowledge base for faster resolution over time.
• Team Coordination (Team Lead): Coordinate shift coverage, callout replacements, and schedule adjustments so coverage gaps are handled internally without client involvement, and serve as a first point of escalation and peer resource for specialists unsure of the correct response.
• System Feedback: Provide feedback to the engineering team on operational problems and opportunities for system improvement.

What You Bring

• Experience: 2+ years in customer support, patient support, healthcare support, medical virtual assistance, or a similar role.
• Leadership (Team Lead): Demonstrated experience in a supervisory, senior, or team lead capacity within a support or healthcare environment.
• Communication & Judgment: Strong written English communication skills with the ability to respond clearly, calmly, and professionally, plus strong judgment and high attention to detail when interpreting patient messages.
• Healthcare Sensitivity: Comfort working in a healthcare environment that may include reproductive patient care topics, along with experience handling sensitive or confidential information.
• Compliance: Willingness to complete HIPAA training and follow strict confidentiality requirements, responding only from the approved knowledge base — no external sourcing or independent medical judgment, and never using AI tools (Claude, ChatGPT, or similar) with any patient health information (PHI) under any circumstances.
• Availability: Comfortable working a rotating schedule to support 24/7 coverage, working independently during lower-volume shifts while remaining responsive and available.

Bonus Points if:

• Prior experience supporting a healthcare technology company, telehealth company, clinic, or patient care platform
• Familiarity with HIPAA or previous HIPAA training
• Experience with chatbot escalation workflows, ticketing systems, live chat, or AI-assisted support tools
• Experience using Slack, Teams, Jabber, Zendesk, Intercom, or similar communication/support platforms
• Nursing, medical, healthcare administration, or allied health educational background
• Experience maintaining or contributing to a team knowledge base, QA log, or training documentation
• Background in quality assurance, peer coaching, or performance monitoring within a support team
• Familiarity with classifying or tagging conversation data to support AI or chatbot improvement workflows

What We Offer

At GrowthAssistant, you aren't just joining a company; you're joining a movement to redefine how the world's best brands scale. We believe that the right talent, placed in the right role, changes everything — and that starts with how we take care of you.

We support your life inside and outside of work with a comprehensive benefits package:

• Fully Remote: 100% Remote work environment, never fight traffic again
• Health Coverage: HMO or Healthcare Stipend (depending on location)
• Time to Recharge: 7 Paid Holidays and 6 PTO days/year
• Family First: Dedicated Maternity and Paternity Leaves

We offer additional incentives for go-getters and proven performers!

• $25 monthly perfect attendance bonus
• Performance bonus
• Anniversary bonus ($100 at 1 year; $200 at 2 years)
• Earn a $300 referral bonus for each candidate you refer who is successfully hired, and $500 when you help us identify and close a new opportunity with your client

Your Application Roadmap

You've applied, now let's get to work. Here's the play-by-play:

• Step 1 Resume Screening: Our hiring team reviews your experience to see how your unique skills align with our high-growth roles.
• Step 2 Recruiter Interview: If we believe we have a great client match, we'll reach out to schedule a human-to-human chat to discuss your career goals, experience, and what makes you tick.
• Step 3 Online Assessment: This is your chance to shine! You'll complete a role-specific test, a personality assessment, and your official GA Profile Form so we can represent you.
• Step 4 Match Interview: You'll meet with one of our Senior Leaders for a deep-dive validation to ensure we're matching you with the right opportunity. This is your moment to bring your A-game and really shine — it's the final step for many of our roles!

Depending on the client, there are sometimes 2 additional steps:

• Step 5 15-min Prep Call: We've got your back. Before the final round, your Recruiter will hop on a quick call to coach you, share insider tips, and ensure you're 100% ready.
• Step 6 Client Interview: You'll meet the client to discuss how you'll help them scale and succeed. Bring your metrics and be on your A-game — this is your last chance to make a great first impression!

Join our 100% remote global team today, and grow with GrowthAssistant!

GrowthAssistant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need.