Director of Member Support, Pomelo Care
$155-185k
+ Generous equity compensation
Evidence-based healthcare for women and children
Open for applications
Evidence-based healthcare for women and children
201-500 employees
Open for applications
$155-185k
+ Generous equity compensation
201-500 employees
Company mission
To advance research and technology to break barriers and improve outcomes.
Role
Who you are
- 7+ years of experience in Customer Support or Member Experience contact center environment, with at least 3+ years in a leadership role
- A Builder & a Coach: You have experience building teams from the ground up but are equally comfortable inheriting, coaching, and upskilling existing team members shifting into new roles
- Tech-Savvy: You have hands-on experience implementing and optimizing support ticketing systems. Specific experience implementing and customizing Zendesk is a strong plus
- Healthcare Background: You understand the complexities of the US healthcare system (insurance eligibility, referrals, HIPAA compliance) and bring a patient-first mindset to every interaction
- Data-Driven: You are proficient in using data to make decisions, capacity plan, and drive operational efficiency
- Collaborative: You have a track record of working cross-functionally with clinical teams, product managers, and operators
What the job involves
- Your North Star: Build and scale a world-class Member Support organization from the ground up that acts as the compassionate first line of defense for our patients
- In this role, you will sit within the Market Operations organization and own the strategic vision for Member Support outside of clinical care. Your mandate includes defining the organizational structure, overseeing the implementation of the support technology stack, and driving operational excellence
- You will establish rigorous performance standards, utilizing data to manage SLAs and optimize CSAT and NPS, ensuring a high-quality, measurable member experience
- Build the Foundation: Design and execute the strategic vision for the Member Support function, taking it from a concept to a fully operational department. This includes assessing current internal capabilities structuring workflows to support best in class member support
- Team Leadership: Build and scale a world-class support organization. Define the long-term talent strategy, recruit for key positions, and mentor the team to foster a cohesive culture of empathy, urgency, and problem-solving
- Tech Stack Implementation: Lead the selection, configuration, and implementation of our support infrastructure as well as evaluate existing tools like Zendesk. Leverage experience with similar systems to architect workflows
- Process Development: Oversee the creation and documentation of comprehensive Standard Operating Procedures (SOPs) for patient inquiries, ensuring consistency in how we handle eligibility checks, scheduling, and general questions
- Cross-Functional Collaboration: Partner closely with Clinical Operations, Product, and Engineering to ensure patient feedback loops are closed and that support workflows integrate seamlessly with clinical care pathways
- Data & Analytics: Define key performance indicators (KPIs) such as response time, resolution time, and CSAT/NPS. Build dashboards to monitor team performance and identify trends in patient needs
Our take
Pomelo Care, a New York-based virtual maternity care platform, is dedicated to enhancing maternal and newborn health outcomes by providing accessible and personalized care. By merging evidence-based practices with innovative technology, the company strives to transform the landscape of family care.
The platform's model provides continuous, proactive 24/7 care through a dedicated multidisciplinary team. This team utilizes data-driven insights to predict and identify potential risks early, offering personalized and evidence-based care protocols. With convenient access through a mobile app, Pomelo Care provides individuals with the support they need, while simultaneously reducing the strain on emergency resources and lowering the risk of complications during pregnancy, postpartum and infancy.
Continuous funding has supported the company as the adoption of its platform has broadened, enabling it to strengthen partnerships with Medicaid Managed Care organizations, employers and academic medical centres. Now it has cemented itself as a combatant for better maternity care, Pomelo Care is looking to expand to serve women and children through additional life stages beyond pregnancy.
Steph
Company Specialist at Welcome to the Jungle
Insights
124% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2024
$46m
SERIES B
Jun 2023
$33m
SERIES A
Total funding: $87m
Company benefits
- Generous equity compensation
- Unlimited vacation
- Membership in the First Round Network (a curated and confidential community with events, guides, thousands of Q&A questions, and opportunities for 1-1 mentorship)
Company HQ
Civic Center, New York, NY
Leadership
Marta Bralic Kerns
(CEO & Founder)Graduated from Harvard University with a Bachelor's Degree in Computer Science. Previously worked as a Software Engineer/Product Manager at Microsoft and as a Business Analyst at McKinsey & Company. Also worked at Flatiron Health in multiple roles, including Senior Vice President of Business Development.
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