Head of Patient Services & Support Operations

BlinkRx; Pittsburgh (Allegheny County); On-site; USD 140,000 - 210,000; Full time

Job summary

BlinkRx is seeking a gritty, tech-forward leader to own the strategy, operations, and performance of its customer support function. You will oversee in-house and outsourced teams, drive access to medications, resolve issues, and ensure a patient-centric experience across channels.

Lead cross-functional initiatives, leverage data and technology to scale systems, and balance speed with quality in a fast-growing environment.

Qualifications

• Bachelor’s degree or equivalent experience.
• 10+ years of experience in Customer Service Operations, with success leading inbound and outbound teams.
• 5+ years managing large-scale, multi-channel support in a fast-paced, high-growth environment.
• Healthcare/pharmacy or regulated industry experience preferred.
• Strong ability to own and improve key performance metrics such as SLs, CSAT, FCR.
• Experience leading cross-functional initiatives with product, operations and commercial teams.
• Experience managing external vendors or BPO partners is a plus.

Responsibilities

• Lead and build a high-performing, inclusive customer support organization.
• Develop and execute a comprehensive customer service strategy across channels.
• Oversee end-to-end operations for inbound and outbound support with focus on quality and scalability.
• Drive tools, systems, and processes to improve efficiency and effectiveness.
• Establish and monitor KPIs like SLs, FCR, CSAT and productivity.
• Analyze customer interactions and operational metrics to identify improvements.
• Collaborate with operations, product, clinical, compliance, and growth teams.
• Ensure compliance with healthcare regulations and quality standards.
• Manage workforce planning, forecasting, and capacity to meet demand.
• Navigate startup growth with pragmatic problem solving and scalable systems.

Skills

Leadership

Operations management

Customer service strategy

Data analytics

Cross-functional collaboration

Vendor management

Education

Bachelor's degree

Tools

CRM

Contact center platforms

Job description

BlinkRx is seeking a gritty, tech-forward leader to own the strategy, operations, and performance of its customer support function. You will oversee in-house and outsourced teams, drive access to medications, resolve issues, and ensure a patient-centric experience across channels.

Lead cross-functional initiatives, leverage data and technology to scale systems, and balance speed with quality in a fast-growing environment.