• Lead, coach, and develop a high-performing Patient Care Specialist team that delivers a differentiated, high-touch experience for every patient. • Mentor, motivate, and model best practices to your team, fostering excellence through demonstration and support. • Oversee daily team operations, ensuring patient cases are managed efficiently, compassionately, and in compliance with quality standards. • Act as the senior escalation point for complex or sensitive patient situations, ensuring swift, empathetic resolution. • Establish, monitor, and evaluate performance metrics—including patient satisfaction, utilization trends, engagement rates, and productivity—to ensure goals are met and exceeded. • Partner with leadership and cross-functional teams to develop strategic, operational, and technological solutions that enhance quality, improve efficiency, and reduce cost of care. • Support the design and continuous improvement of workflows, communication protocols, and digital tools to enhance patient experience and team performance. • Onboard, train, and empower new team members to deliver exceptional care navigation from day one. • Implement standards to maximize productivity, quality, and an outstanding patient experience. • Foster a culture of empathy, accountability, and continuous learning while serving as a role model for Carrum Health’s values.