Director, Patient Support Operations & Process Excellence

BlinkRx LLC; St. Louis (MO); Sur place; USD 180 000 - 240 000; Plein temps

Résumé du poste

Blink Health is seeking an accomplished Patient Services Operations leader to drive strategic vision and root-cause analysis across a fast-growing healthcare technology company. You will influence executive decisions while rolling up your sleeves to fix and ship improvements.

You will collaborate with cross-functional teams, manage multiple initiatives, and use data to optimize patient experiences, CSAT, and operational metrics.

Qualifications

• 10+ years of experience in operations, strategy, or process improvement in a high-growth company (healthcare tech, pharmacy, and/or call center experience preferred).
• Bachelor’s degree in Business Administration, Operations Management, or a related field; Master’s degree preferred.
• Experience in contact centers or customer operations preferred.
• Exceptional problem-solving and data-driven decision-making using Lean/Six Sigma.

Responsabilités

• Strategic Planning: Collaborate with the Sr. Director of Patient Support to develop and execute operational strategies aligned with the company’s overall vision and objectives.
• Lead a portfolio of initiatives/projects, ensuring timely and high-quality delivery, alignment with organizational goals, and seamless collaboration across Patient Services, Product & Engineering, Data, and other cross-functional teams.
• Deliver Process Improvement projects: Drive efficiency in our associates’ processes, as measured by sustained improvement in key Patient Support metrics, including CSAT and Average Handle Time.
• Improve Contact Rate: Solve drivers of patient support contacts at the root, reducing the frequency with which patients must contact Blink for support.
• Problem Solving: Develop and implement comprehensive solutions across people, process, and technology in support of our company’s strategic objectives. Raise the bar for organization and rapid execution within Patient Services Operations.
• Analytics & Reporting: Use data to drive decision-making through identifying trends, bottlenecks in operational workflows, and recommending/scoping impact of solutions. Run your own queries and Excel analyses. Create, monitor, and refine dashboards (collaborating with the Data team), and communicate key metrics to stakeholders.
• Operational Excellence: Contribute to building a culture of operational excellence by establishing and demonstrating what good looks like – across process improvement, data monitoring, project management, and documentation (business requirements, process flows, etc.) - leveraging Lean/Six Sigma (and other best practices) to continuously improve operations.

Connaissances

Operations Leadership

Lean Six Sigma

Data Analysis

SQL

Tableau

Excel

Cross-functional Collaboration

Communication

Formation

Bachelor's degree in Business Administration or related

Master's degree preferred

Outils

SQL

Tableau

Excel

Power BI

Description du poste

Blink Health is seeking an accomplished Patient Services Operations leader to drive strategic vision and root-cause analysis across a fast-growing healthcare technology company. You will influence executive decisions while rolling up your sleeves to fix and ship improvements.

You will collaborate with cross-functional teams, manage multiple initiatives, and use data to optimize patient experiences, CSAT, and operational metrics.