Team Manager - Hone Health

About Hone

Hone is an online medical clinic at the forefront of transforming healthcare and enhancing longevity. We use cutting-edge scientific advancements to empower men and women to take control of their health and unlock their full potential. Our people are the heart of everything we do and drive our success.

Our Values

• Fight for the Customer
• Execute Ruthlessly
• Communicate Candidly, Clearly, and Kindly
• Collaborate Selflessly
• Practice Calculated Risk-Taking
• Maximize Joy and Gratitude

Hone has been fully virtual from day one and will continue to be a remote-first employer.

The Role

As a Team Manager, you’ll lead a team of Patient Advocates and serve as a key link between frontline operations and strategic initiatives. In this role, you’ll have the autonomy to drive performance, influence process improvements, and shape both team and organizational outcomes. This is a great opportunity for someone who is passionate about developing talent, refining operations, and delivering an exceptional patient experience.

Primary Responsibilities

• Lead and support a team of Patient Advocates through performance management, coaching, QA, and ongoing development.
• Set clear expectations and use data to guide feedback, improve performance, and drive results.
• Coach underperformers and develop high-potential team members into future leaders.
• Partner cross-functionally to represent the voice of the Patient Advocacy team.
• Identify and escalate systemic issues with proposed solutions to improve workflows and tools.
• Deliver direct, empathetic, and effective performance conversations.
• Analyze trends to proactively address inefficiencies and refine processes.
• Help shape policies, SOPs, and operational strategies across the team.
• Manage and resolve patient escalations in a timely, effective manner.
• Collaborate with other Team Managers to ensure consistency and elevate standards.
• Take ownership of your team’s performance and engagement with minimal oversight.

Qualifications

Required

• Experience in a Patient Advocacy, Support, or adjacent operational role (current or prior).
• Demonstrated leadership, mentorship, or project management experience.
• Strong grasp of key support metrics (e.g., ticket solves, QA, CSAT, handle time).
• Excellent communication skills—both written and verbal.
• Strong decision-making, time management, and organizational skills.
• Track record of accountability and results-driven problem-solving.
• Passion for patient care, service excellence, and team growth.

Preferred

• Previous experience managing a team or leading in a fast-paced environment.
• Experience working cross-cross-functionally or on strategic initiatives.
• Familiarity with Zendesk, healthcare EMR, or similar tools.
• Interest in pursuing broader leadership roles in the future.

Benefits

• A remote-first work environment
• Competitive compensation and equity options
• Health, dental, and vision insurance coverage
• Short-term disability and basic life coverage
• Flexible Spending Accounts (FSAs) and Lifestyle Spending Accounts (LSAs)
• Federal holidays and uncapped time off for exempt employees
• Budget for technology tools (laptop, monitor, and/or special software)
• Company-sponsored activities (virtual and in-person)
• Waived membership fees for Hone products