Director, Member & Client Support Services

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Develop and manage a comprehensive customer and member support operation, encompassing member coaching services (non-clinical), technical assistance, and customer service functions.

• Collaborate with our clinical advisors and Verily Health Platforms member coaching leads to create and uphold non-clinical care team protocols that will direct the efforts of our coaching personnel.

• Partner with our Head of IT and associated organizations to establish and maintain technical support workflow protocols that will guide our technical support team.

• Design and oversee customer service workflows and protocols addressing billing-related inquiries and institutional client assistance.

• In conjunction with the Head of IT, set up and sustain virtual call queues and support logistics utilizing cloud-based software (such as RingCentral or similar tools).

• Collaborate with the Head of Operations, Head of Commercial, and other stakeholders to enhance our client implementation services function, ensuring a positive customer experience during implementation and the ability to meet downstream service level agreements.

• Responsible for delivering top-tier service that fulfills or surpasses performance guarantee targets and service level expectations as outlined in client contracts.

• Assist in the development of sales proposals and customer contracts as needed to clarify service commitments.

• Design and continuously refine member and client support processes with a focus on scalability.

• Generate dashboards and reports that assess performance against key operational metrics for the leadership team and board; contribute to product roadmap initiatives and go-to-market strategies through customer/member feedback reporting and analysis.

• Produce staffing forecasts and plans based on projected demand by region.

• Foster a high-performance service organization culture. Recruit and manage a blended workforce that includes both direct employees and third-party partner staff.

• Regularly evaluate and analyze Net Promoter Scores and other satisfaction metrics, implementing coordinated improvement programs to enhance them over time.

• Execute other duties as assigned.

⛳️ Requirements

• Bachelor's Degree or equivalent professional training.

• Prior experience in healthcare is required.

• Strong ethical standards and integrity, with a commitment to diversity, equity, and inclusion.

• MBA, MHA, or MPH preferred; background in nursing, respiratory therapy, or other allied health services is a plus.

• Proven expertise and comfort with healthcare-specific support workflows and the associated regulatory requirements, from both provider and payer perspectives.

• Understanding of user experience and the unique support needs of healthcare workers and patients.

• Demonstrated flexibility and readiness to undertake tasks and responsibilities beyond the standard scope when necessary.

• Analytical and quantitative skills – adept at measuring service performance across various dimensions and capable of forecasting staffing needs based on anticipated demand and customer service level expectations.

• Proven experience in the operational management of services delivered through third-party partners.

• Demonstrated experience in people management.

• Detail-oriented and thorough in approach.

• Innovative thinker and problem solver.

• Prior experience in a start-up environment preferred.

• Self-motivated and accountable; able to analyze high-level requests to define clear outcomes, actionable plans, and deliverables.

• Lean, Six Sigma, or similar certifications preferred.

• Proficient in G-Suite and Microsoft Office; experience with Salesforce preferred.

🏝️ Benefits

• Flexible work environment with remote options available.

• Competitive salary and a 401k retirement savings plan.

• Equity opportunities for qualified positions.

• Paid time off to help you recharge and connect with family and loved ones.

• Medical, dental, and vision coverage for employees and their dependents, along with life and disability insurance options.