Head of Patient Services & Experience Operations

Blink Health; Pittsburgh (Allegheny County); On-site; USD 140,000 - 210,000; 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. You will oversee in-house and outsourced teams, focusing on access to medications, issue resolution, and service quality.

Lead cross-functional partnerships with product, clinical, and growth teams to deliver a patient-centric experience and scalable support in a fast-growth environment.

Qualifications

• Bachelor’s degree or equivalent experience.
• 10+ years of experience in Customer Service Operations.
• 5+ years leading large multi-channel support teams at scale.
• Healthcare, pharmacy, or HIPAA experience preferred.

Responsibilities

• Lead a high-performing, inclusive customer support organization across inbound and outbound channels.
• Develop and execute a comprehensive customer service strategy to improve access, engagement and retention.
• Oversee end-to-end operations for inbound and outbound interactions with focus on quality and scalability.
• Drive process and technology improvements (CRM, automation) to boost efficiency.
• Establish and monitor KPIs such as SLs, CSAT, FCR, and productivity.
• Collaborate with operations, product, clinical, compliance, and growth teams.
• Ensure compliance with healthcare regulations and internal quality standards.
• Oversee workforce planning, forecasting, and resource allocation.
• Navigate startup dynamics and build repeatable systems for rapid growth.

Skills

Leadership

Strategy

Operations

Data analysis

Cross-functional collaboration

Education

Bachelor’s degree or equivalent experience

Tools

CRM systems

Contact center platforms

Job description

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

Lead cross-functional partnerships with product, clinical, and growth teams to deliver a patient-centric experience and scalable support in a fast-growth environment.