Clinical Operations Specialist, Healthie
$85-102.5k
More information about location
Infrastructure for virtual-first healthcare organizations
Job no longer available
Infrastructure for virtual-first healthcare organizations
101-200 employees
Job no longer available
$85-102.5k
More information about location
101-200 employees
Company mission
To empower the providers and builders of the care ecosystem with the tools they need to deliver a complete virtual experience for the end-consumers.
Role
Who you are
- The right person for the job excels at a wide range of operational functions—like a swiss army knife that can answer customer questions, troubleshoot complex issues, or write process documentation
- Our ideal hire is motivated by healthcare technology and what we’re doing as a company, believes in the value of great customer experience, and is eager to contribute to the everyday success of our customers as they deliver care to millions of patients around the countr
- We are looking for team members who actively leverage AI-powered development tools, embrace automation, and help teams adopt modern, AI-assisted engineering practices to increase velocity and quality
- You’ve done this kind of work before. We’re looking for someone who has 5-8 years of hands-on implementation and customer support experience. It is required that you have worked at a software-as-a-service company. Bonus points if you’ve worked at a healthcare technology company
- You’d consider yourself a full-spectrum generalist with a strong foundational understanding of things like: single sign-on and 2FA, billing and invoicing, modern browsers and mobile operating systems, help desk portals, email deliverability, reading log files of any kind. Overall, you’re more technical than most customer-facing professionals
- You’re great at collaborating and communicating with both technical and non-technical teammates, vendors, and customers. You’ll be working with healthcare experts, care navigators, physicians, third-party support teams, and executives—you’re someone who always finds the right tone
- You are detail-oriented, organized, and great at context-switching. You diligently track product updates, follow up on outstanding items, and proactively communicate status changes to customers. You'd thrive working independently on a small, nimble team that doesn’t have a lot of structure
- You aren’t afraid to take action and make changes. When you see something that could be improved, whether it’s refining a saved reply to better inform a customer or restructuring an entire workflow, you speak up and advocate for change
- You must be an excellent writer. You’re someone who can take complex subjects and break them down using clear and simple language. Your writing skills are critical to your success at Healthie
- When you don’t know something, you try to figure it out. You use the resources available to you, ask good questions, and embrace the chance to grow and get better. You are a great problem-solver with the ability to understand and resolve issues quickly
- You’re well-versed in the tools of the trade. We use Help Scout, Stripe, Sendgrid, Slack, Zoom, GSuite, Mixpanel, and Basecamp to help serve our customers
- This isn’t a stepping stone to another team at Healthie. You want to be part of our clinical support team for a while, and you’re excited to continue to sharpen your skills in a customer-facing position. You’ll have lots of opportunities to grow, learn, and raise your skill set along the way
- We’re seeking fluent English speakers/writers
What the job involves
- We’re hiring a Clinical Operations Specialist to help us deliver a best-in-class product for innovative healthcare delivery. This is a critical role in serving customers who use our most important clinical solutions
- We won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of our customers is at the heart of what we do. We’ll give you plenty of support to simply do what’s right, no questions asked
- You’ll manage the implementation processes, onboarding tasks, and ongoing support for customers who are integrating with our clinical technology partners: from E-Rx, E-labs and ClaimMD enablements, to insurance billing and ordering labs, to troubleshooting errors with prescriptions or lab results, to identity verification and customization options—you’ll know all there is to know about Healthie’s clinical integrations
- You'll serve as first-line technical support for customers using our clinical integrations, responding quickly and accurately throughout the day. Because these integrations directly affect patient care, the work we do requires a true sense of urgency
- Most of the work happens over email in Help Scout, but you’ll also lead calls as needed with customers and/or vendors to identify, escalate, and solve problems. You’ll also hop on Zoom to screen share and help troubleshoot a technical or onboarding problem for providers who are getting ramped-up with E-Rx
- You’ll work closely with our ClinOps Program Manager to write new processes, policies, and documentation to help educate our team and our customers on all things related to clinical integrations
- Our clinical integrations are a mission-critical part of our product. You’ll build strong cross-functional relationships with Product, Engineering, Customer Success, and Marketing to provide valuable product feedback and customer insights. When you notice patterns in customer feedback, you’ll advocate internally to improve our product as well as the customer experience
- This job is Monday-Friday, 9am-5pm EST
Application process
- Please submit a PDF cover letter and introduce yourself. Include:
- Tell us who you are and why you want this job at Healthie?
- Where are you based and what time zone are you in?
- Quick chat with Talent team (15 minutes)
- Chat with Bailey, ClinOps Team Lead and hiring manager (30 minutes)
- Interview with Kelli, ClinOps Program Manager (30 minutes)
- Talk with Justin, VP of Customer Support (30 minutes)
- Meet your teammates Nick and Sarah, ClinOps Specialists (30 minutes)
- Final session with Bailey and Justin (30 minutes)
- Reference Checks
- Please don't use an AI assistant to help you write during your application and interview process. We value great writers and we want to understand how you express yourself in your own words
Our take
The past few years have seen a substantial rise in provision and uptake of telemedicine services, with over one in five Americans now signed up. This successful reimagining of healthcare provision into something more accessible, affordable, and effective, has led to a surge of VC investment and rapid-growth success stories in the sector.
Would-be startups, however, have to navigate the costly and complex process of building out HIPAA-compliant infrastructure - so software and API company Healthie is filling the gap in this market. It helps these companies build and deliver health and wellness services by providing a fully-brandable suite of telehealth, business management, and coaching tools.
This means that businesses can launch and scale at a fraction of the cost, and in a fraction of the time. This approach has won Healthie an impressive number of clients across over 20 countries. And its vigorous growth looks likely to continue, with regular funding rounds behind it and the continued growth of the telemedicine industry.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
52% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2024
$23m
SERIES B
Jul 2022
$16m
SERIES A
Total funding: $41.2m
Company benefits
- Stock options
- Medical, dental, vision, life and disability coverages
- FSA and HSA
- Flexible vacation
- 401(k) plan with company matching
- Parental leave program
- Learning & development stipends
- Nutritional coaching
- Fitness membership budget
- Co-working subscriptions
- A laptop plus equipment stipend
- Summer Fridays
Company HQ
Chelsea, New York, NY
Leadership
Erica Jain
(CEO & Co-Founder)Conducted research at the Center for Research on Prospective Health Care, moving into a nutrition program analyst role at the Clinton Health Access Initiative, and finally spent time as a healthcare consultant with BCG.
Cavan Klinsky
(CTO & Co-Founder)Founded search engine Gevva, and then worked freelance as a web designer.
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