About the role 

Are you passionate about delivering great patient and customer experiences? Are you excited about transforming healthcare through digital health, care innovation, and telemedicine? Are you ready to use your healthcare operations, process improvement, and support background to build something new that will make a difference to millions of people? 

The Director, Member & Client Support Services is a critical member of the Primasun Operations team who will manage a multi-faceted member and client support function to complement our product and service offerings with best-in-class operational customer experiences. This position will report to the Head of Operations.

Responsibilities  

• Build and run end-to-end customer and member support operation, including member coaching services (non-clinical), technical support, and customer service function. 

• In partnership with our clinical advisors and Verily Health Platforms member coaching leads, develop and maintain non-clinical care team protocols that will guide the work of our coaching staff.

• Working with our Head of IT and partner organizations, create and maintain technical support workflow protocols that will guide the work of our technical support staff.

• Create and maintain customer service workflows and protocols for billing related issues and institutional client support.

• In partnership with the Head of IT, configure and maintain virtual call queues and support logistics using cloud-based software (RingCentral or similar tools).

• In partnership with the Head of Operations, Head of Commercial, and other partners, contribute to the build-out of our client implementation services function, ensuring positive customer implementation experience, as well as ability to meet downstream service level requirements.

• Accountable for delivering best in class service that meets or exceeds performance guarantee targets and service level expectations as specified in client contracts. 

• Contribute to sales proposals and customer contracts as needed to outline services commitments.

• Design and continuously improve member and client support processes with an eye toward building for scale. 

• Create dashboards and reports measuring performance against key operational metrics for leadership team and board; contribute to product roadmap and go-to-market efforts with customer/member feedback loop reporting and analysis.

• Create staffing forecasts and plans based on anticipated demand by state/geography.

• Create a high performing services organization culture. Source and manage a blended workforce including direct employees and third party partner staff. 

• Regularly monitor/analyze Net Promoter Scores and other satisfaction metrics, and execute on coordinated improvement programs to increase them over time.

• Other duties as required.

Qualifications

Minimum Qualifications

• Bachelors’ Degree or equivalent professional training

• Prior healthcare experience required

• High degree of ethics and integrity, and a commitment to diversity, equity and inclusion

 Preferred Qualifications

• MBA, MHA, MPH preferred; background in nursing, respiratory therapy, and/or other allied health services preferred.

• Demonstrated expertise, experience, and comfort with healthcare-specific support workflows and associated regulatory requirements, both on the provider and payor sides.

• Demonstrates understanding of user experience/ unique support needs of healthcare workers and patients.

• Demonstrated flexibility and willingness to take on tasks and responsibilities outside the normal scope of responsibilities where appropriate.

• Analytical / quantitative - comfortable with measuring services performance across multiple dimensions. Has demonstrated ability to forecast staffing needs based on anticipated demand and customer service level requirements.

• Demonstrated experience with the operational management of services provided via third party partners.

• Demonstrated experience as a people manager.

• Detail-oriented and thorough in approach.

• Creative thinker and problem solver.

• Prior start-up experience preferred.

• Self-motivated and comfortable with accountability; able to drill down on high-level requests to define clear desired outcomes, concrete action plans and deliverables. 

• Lean, Six Sigma or similar certifications preferred.

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

What it’s like to work at Primasun

We are a group of curious and passionate individuals who believe in making a difference in healthcare by leveraging data and technology. We want to work with people passionate about making a difference in healthcare and have strong perseverance to effect change in a world-class healthcare delivery system. We believe in the power of collaboration and teamwork. We are here to support each other, respect every individual's talent and unique contribution and treat all people fairly and equitably. We value diverse perspectives and pride ourselves on having an environment where differing opinions are shared.

Why Primasun 

• Flexible work environment including remote option. 

• Competitive salary & 401k retirement savings plan.

• Equity opportunity for qualified positions.

• Time off to help you recharge and connect with your family and loved ones.

• Medical dental, and vision coverage for employees and their dependents. Life and disability insurance are also available.