Head of Care Team

My client is a growing 503A sterile compounding pharmacy focused on precision, quality, and patient safety and on building a better experience for the people we serve. They're expanding into new locations and markets, and looking for a thoughtful, resourceful Head of Care Team to build and lead our centralized Patient Care department.

This is a hands-on leadership role for someone who sees the patient experience in the details: the unanswered message, the confusing update, the follow-up that makes someone feel remembered. You’ll own the service experience from prescription arrival through fulfillment, delivery, and ongoing support, while helping shape how we scale.

Onsite - Atlanta

Monday - Friday 9am - 5pm

Job Description

• Lead patient experience across calls, texts, emails, and support inquiries; set service standards, manage escalations, and ensure every issue is documented and resolved.
• Build and develop the Care Team: recruit, onboard, train, and coach representatives, supervisors, and support staff; set schedules, responsibilities, performance expectations, and escalation procedures.
• Keep patients informed by coordinating with pharmacy operations from prescription receipt and review through production, quality release, shipping, delivery, and follow-up.
• Resolve delivery concerns with shipping and logistics teams, including delayed, lost, damaged, or temperature-compromised shipments.
• Partner with technology to improve AI-assisted phone, SMS, email, and support workflows—identifying useful automation, monitoring accuracy, and building clear handoffs to live team members.
• Oversee daily use of CRM, pharmacy management, and related platforms; improve integrations, inquiry assignments, automated notifications, approved templates, and communication workflows.
• Support clinics and providers on prescription status and service concerns, working with Customer Success leadership on consistent procedures.
• Develop SOPs, training materials, scripts, complaint procedures, service recovery processes, and quality standards for human and AI interactions.
• Maintain HIPAA-compliant communications and documentation; route clinical questions, medication counseling, and pharmacist-only responsibilities to appropriately licensed pharmacy personnel.
• Track and report on call volume, response and resolution times, patient satisfaction, complaints, AI effectiveness, and escalation rates to guide staffing and improvements.

Job Requirements

• An active RN, LPN, or NP/ARPN license required
• 5+ years in healthcare, patient services, medical operations, pharmacy, or a related environment.
• 2+ years leading patient care, customer service, or healthcare support teams.
• Experience managing people, daily operations, and patient communication workflows.
• Familiarity with CRM systems, customer service platforms, or healthcare technology, plus HIPAA and patient privacy requirements.
• Strong ownership, communication, organization, and problem-solving skills; comfort learning and applying new technology.
• Experience in specialty or compounding pharmacy, telehealth, or medical practice management.
• Familiarity with prescription fulfillment, pharmacy management systems, GoHighLevel, or Pharmetika.
• Experience with AI-assisted service, workflow automation, CRM integrations, SOP development, training,

or quality assurance.

• Experience working directly with physicians, healthcare providers, and clinical teams.
• Candidates with active RN, LPN, or NP/APRN licenses are strongly encouraged to apply and may qualify for additional compensation based on their qualifications, clinical background, and leadership experience.