Vice President of Patient Advocate Team; Customer Care Management - Hybrid Remote

About the Role

Airrosti is seeking a strategic and hands‑on leader to serve as the Vice President of our Patient Advocate Team (PAT), a centralized support center responsible for scheduling, billing communications, insurance verification, referral/authorization coordination, and claims processing. The VP will oversee performance, maintain low turnover, and implement automation and AI support to drive scale and efficiency. The role will be based at the headquarters in San Antonio, TX, with an expectation of being in the office at least three days a week.

• Provide strategic leadership and daily oversight of PAT operations to ensure high performance and continued low employee turnover.
• Design and implement scalable support solutions, including integration of AI tools and automation, to enhance team efficiency and the patient experience.
• Build collaborative relationships with treatment and regional support teams, incorporating feedback to improve workflows and service.
• Recruit, develop, and mentor strong departmental leadership; foster a culture of accountability, inclusion, and continuous improvement.
• Proactively analyze performance trends and challenges, leading cross‑functional efforts to develop and execute solutions.
• Monitor KPIs and leverage analytics to guide strategic decision‑making and improve operational outcomes.
• Lead quarterly and annual business reviews, offering consultative insights and recommendations aligned with company priorities.

• Minimum 3 years managing high‑performing customer service teams; healthcare industry experience preferred.
• Proven success reducing turnover and increasing retention in team‑based roles.
• Experience leveraging AI, automation, or analytics to improve customer service outcomes.
• Excellent written and verbal communication skills.
• Strong leadership, coaching, and team‑building capabilities.
• Data‑driven mindset with strong quantitative and analytical skills.
• Self‑starter with exceptional organizational skills and a high level of accountability.
• Entrepreneurial thinker with a track record of solving complex problems through practical and innovative solutions.
• Experience managing remote and hybrid teams effectively.
• Bachelor’s degree preferred.
• Bilingual in English/Spanish is a plus.
• Talkdesk experience is a plus.

Salary range: $140,000 – $165,000 per year plus annual bonus potential.

• Medical, Dental, Vision & voluntary life insurance
• HSA/FSA options
• Company‑paid life, short/long‑term disability
• Voluntary accident, hospital & critical illness coverage
• Employee assistance program
• 401(k) with company match
• Paid parental leave
• Flexible PTO, company & floating holidays
• Pet insurance

• Making a difference in the lives of our patients
• Opportunities to grow within a great company
• Fun, supportive team environment with casual work attire
• Great benefits package

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.