Health Guide Manager

What is ViewFi? ViewFi began with a technology challenge. Can a musculoskeletal (MSK) physical exam, typically performed in person, be completed effectively via a virtual visit? If such a technology platform existed, it would open an innovative hybrid care model that would vastly improve the patient experience, ensure better MSK outcomes, and drive significant cost savings for Providers and Payers.

The patient-focused ViewFi Health technology platform delivers all MSK exams with best-practice exam content and groundbreaking technology capabilities. ViewFi offers this technology platform combined with the very best clinical team of leading physicians, providers, and healthcare payors. Combining an internationally renowned clinical team with ViewFi’s leading MSK technology platform provides the very best, lowest-cost entry to MSK care for a patient

Our goal is to change how MSK treatment is delivered. Ensuring the patient is prescribed the very best care plan from the beginning is critical to best-in-class patient satisfaction resulting in the best outcomes at the lowest cost.

The Opportunity ViewFi is continuing to grow and is seeking a Health Guide Manager to support, coach, and oversee our Health Guide team while ensuring a consistently excellent patient experience. The Health Guide Manager plays a critical role in day-to-day operations, serving as both a working team member and a frontline leader who ensures workflows are executed accurately, efficiently, and in alignment with ViewFi’s service standards.

This role combines patient-facing responsibilities with team leadership, training, and operational problem-solving. The ideal candidate is an experienced Health Guide who leads by example, thrives in a fast-paced environment, and is passionate about building high-performing teams and scalable processes.

As ViewFi operates beyond traditional 9–5 hours, this position may include evening and/or weekend hours. Schedules will be discussed during the interview process and may evolve as the organization grows. The working hours for this role is Monday – Friday 8AM to 5PM ET.

Your Mission In addition to the responsibilities of a Health Guide and Lead Health Guide (as needed for coverage or coaching), the Health Guide Manager will:

Team Leadership and Performance

• Lead, coach, and develop a team of Health Guides and Health Guide Leads, setting clear expectations for each role
• Own team performance against defined KPIs, including call answer rate, call duration, percentage of intake appointments completed, and workload of clerical staff
• Conduct regular one-on-ones with Lead Health Guides, performance reviews, and development planning, and address performance gaps early with clear action plans
• Complete or oversee weekly scorecard shadowing and grading for Health Guides, using the results to coach and track improvement over time
• Identify and develop future Leads, and build a succession and cross-training plan so no role depends on a single person

Staffing, Scheduling, and Capacity

• In conjunction with the Director of Operations, forecast volume and manage staffing, scheduling, and coverage across shifts, roles, and service lines.
• Balance workload across Leads and Guides, and adjust assignments in response to volume, absences, and priorities
• Partner with Human Resource and Director of Operations to create and monitor hiring plans, role definitions, and interview and selection standards
• Manage scheduling constraints, such as bi-lingual staffing, priority clients, and time sensitive patients

Onboarding and Training

• Work in conjunction with the ViewFi Training Lead to ensure proper training of new staff and maintain quality training among existing teams.
• Maintain training materials, SOPs, and role-specific checklists, and verify new hire readiness at defined milestones (e.g., 30/60/90 days)
• Ensure training reflects current workflows, product changes, and quality findings

Escalations and Quality

• Serve as the second point of escalation, after Leads, for complex patient, provider, and partner issues
• Maintain a clear escalation process so issues are logged, owned, tracked, and closed out rather than lost in chat channels
• Monitor quality through audits, QA reviews, and scorecard trends, and ensure documentation, intake, and guided exam standards are met
• Ensure compliance with data privacy, HIPAA, and confidentiality standards across the team

Process Improvement and Change Management

• Analyze operational data to find bottlenecks, risks, and opportunities, and recommend scalable improvements
• Lead the rollout and adoption of new workflows, tools, and technology, including change communication, training, and follow-up
• Document workflows and define task-level ownership so roles are clear and staff can be replaced or backfilled without disruption

Cross-Functional Partnership

• Partner with Clinical leadership, Client Success, Product, Technology, and Recruiting to align on priorities and resolve cross-team issues
• Create feedback loops with Client Success and partners (such as law firms) to improve patient preparedness and the patient journey
• Report on team performance, trends, and risks to the Director of Operations and leadership on a regular cadence

Culture

• Foster a culture of accountability, empathy, collaboration, and continuous improvement
• Model best-in-class patient support and deep knowledge of the ViewFi product and patient journey

About You

• 3+ years of experience leading, coaching, or managing teams in healthcare operations, patient support, or a contact center environment
• Demonstrated ability to manage to KPIs, run performance reviews, and build repeatable training and quality programs
• Strong operational judgment, with the ability to prioritize, delegate, and solve problems in real time
• Calm, empathetic escalation leadership
• Experience with workforce planning, scheduling, and capacity management
• Comfortable with change management in a fast-growing organization
• Data-driven: able to build and read dashboards and reports
• Excellent written and verbal communication

ViewFi Offers

• Unlimited PTO
• Medical/dental/vision benefits
• 401k match
• Ability to mold your career and make an immediate impact

ViewFi is an equal opportunity employer. We value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.