Director of Patient Success - Sempre Health

Why work here?

We are looking for an experienced people manager to oversee our growing pharmacy and patient operations teams. These teams sit within our Product org and work together with engineering, data, security, and BD to provide a best-in-class patient experience to the individuals who use the Sempre program to better access and afford their medications. This director will have a solid foundation to build from but will need to be able to continue adapting current processes and structures to successfully lead these teams as we embark on our next phase of growth as a Series B company.  By scaling Sempre’s programs and ensuring highly professional and efficient operations across all 50 states where we operate, your work will have a direct impact on people’s lives. 

Responsibilities

• Motivate & manage a team of pharmacy-facing and patient-facing managers and associates to support Sempre patients filling at pharmacies all across the country. Cultivate a healthy, motivating, and collaborative team culture. 
• Manage multi-channel, cross-timezone support with a focus on an excellent patient experience. 
• Conduct regular quality assessments of team's productivity and task and ticket success, tracking trends across teams, and individuals, in order to guide team and  individual performance discussions and solve larger operational inefficiencies. 
• Utilizes existing dashboard and reporting tools to identify performance management and process improvement opportunities. Collect data-driven metrics on workflow and sources of support requests to assist in identifying quality improvement opportunities, with respect to both our operations processes as well as our internal tools.
•  Provide structured insights and analysis to product leads to help drive operational improvements and recognize unmet product needs. Comb unstructured data for patterns and insights. 
• Develop & drive process improvements and protocols focused on continuous improvement of key team and company KPIs. 
• Support leadership in continually assessing and iterating on data-supported staffing models. Ensure consistent training and development of new team members. Lead development of updated procedures and training materials in response to product changes. 
• Supports team members to set and track progress towards personal goals that align to broader goals of the Operations team and overall business. Hold regular check-ins for guidance as well as quarterly professional development conversations with team managers. Support team managers in performance management of individual contributors on the team.
• Facilitate weekly team meetings to discuss business happenings and advise on surfaced knowledge gaps. Orchestrate and attend syncs with cross-functional leads to identify and solve operational and performance-related issues

You'll be successful in this job if you:

• Have previous experience leading or managing a multi-channel support team (5-10 years)
• Understand the foundation of customer service and operations best practices
• Strong analytical skills and  track record for using data to make decisions
• Is a customer support expert through and through
• Are willing to constantly question the idea that "this is how we've always done it"
• Able to foster a high level of team engagement and motivation
• Can lead effectively in a highly dynamic and fast-paced environment
• Have exemplary written and verbal communication skills coupled with unparalleled follow-up skills
• Have the ability to remain calm in high-stress situations, and be comfortable working with ambiguity to deliver unambiguously phenomenal outcomes

Bonus Points if you have Senior Customer/Experience/Patient Support/Success experience at a start-up and/or a healthcare background