Head of Patient Experience & Support Operations

blinkhealth; Pittsburgh (Allegheny County); On-site; USD 180,000 - 240,000; Full time

Job summary

Blink Health is seeking a gritty, tech-forward leader to own the strategy, operations, and performance of the customer support function across pharmacy services. You will oversee in-house and outsourced teams, drive access to medications, and focus on issue resolution and service quality.

You will partner with operations, product, clinical, compliance, and growth teams to scale systems, improve performance, and deliver a patient-centric experience in a fast-paced, high-growth environment.

Qualifications

• 10+ years in Customer Service Operations
• 5+ years managing large multi-channel teams
• Healthcare/pharmacy or regulated industry experience preferred
• Proven ability to own and improve KPIs (SLs, CSAT, FCR)
• Strong operational expertise in workforce planning and capacity management

Responsibilities

• Build and lead a high-performing customer support organization
• Develop and execute a comprehensive customer service strategy
• Oversee inbound and outbound support operations end-to-end
• Drive process and technology improvements across tools and systems
• Establish and monitor KPIs (SLs, CSAT, FCR, productivity)
• Analyze interactions and metrics to identify trends and improvements
• Partner with operations, product, clinical, compliance, and growth teams
• Ensure healthcare compliance and quality across touchpoints
• Manage capacity, forecasting, and resource allocation
• Navigate startup environment with a solutions-oriented mindset

Skills

Leadership

Ops leadership

Cross-functional

Data analysis

Vendor management

Education

Bachelor’s degree or equivalent experience

Tools

CRM

Job description

Blink Health is seeking a gritty, tech-forward leader to own the strategy, operations, and performance of the customer support function across pharmacy services. You will oversee in-house and outsourced teams, drive access to medications, and focus on issue resolution and service quality.

You will partner with operations, product, clinical, compliance, and growth teams to scale systems, improve performance, and deliver a patient-centric experience in a fast-paced, high-growth environment.