Support Operations Coordinator, Biofourmis
ML-driven predictive analytics platform for healthcare
Be an early applicant
ML-driven predictive analytics platform for healthcare
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To harness the power of technology and data to shape innovations that bring the right care to every person, no matter where they are.
Role
Who you are
- 2–5 years of experience in operations, workforce management, quality management, or related roles in fast-paced environments
- Bachelor's degree in Business, Operations, or related field, or equivalent experience
- Hands-on experience building and maintaining operational systems with strong systems thinking and process improvement skills -- proven track record of taking manual processes and making them scalable and repeatable
- Comfortable working with data and analytics tools (Excel, Google Sheets, basic BI tools) to track performance, identify trends, and make data-driven decisions
- Excellent organizational and project management skills, with meticulous attention to detail and the ability to manage multiple priorities simultaneously
- Clear, direct communication style with the ability to set expectations, provide feedback, and coordinate across teams effectively
- High comfort with ambiguity and building systems from scratch in "no playbook" environments, with demonstrated ability to balance tactical execution with strategic improvements -- getting the day-to-day work done while continuously building better systems
What the job involves
- The Support Operations Coordinator is the operational backbone of our customer support team, ensuring our support operations run efficiently, our workforce is optimally deployed, and our service quality meets the high standards our customers deserve
- You will implement and continuously improve the systems that enable our support team to deliver exceptional service -- from scheduling and coverage management to quality assurance and documentation infrastructure
- In this role, you will serve as the operational point person for the support team, setting expectations for scheduling, documentation, and quality standards
- You will own the day-to-day execution of workforce systems while continuously building and improving the operational infrastructure that allows our team to scale
- Over time, you will transform manual, fragmented processes into repeatable, data-driven systems that run smoothly and provide clear visibility into team performance and service delivery
- Own the operational infrastructure that enables our support team to succeed -- continuously improving all workforce systems, processes, and quality standards while partnering with the team to identify gaps, gather feedback, and implement solutions that drive efficiency and performance
- Implement and maintain scheduling systems to ensure optimal coverage across all support channels, managing the full schedule lifecycle including shift planning, time-off approvals, coverage for unexpected absences, and timecard accuracy
- Own quality management systems including peer review processes, ticket quality scoring, call monitoring, and documentation audits -- building the infrastructure that drives service excellence
- Drive the creation and maintenance of support documentation, knowledge bases, and standard operating procedures (SOPs), ensuring the team has clear, up-to-date guidance for all support scenarios
- Build and maintain dashboards and reports that provide visibility into key metrics including schedule coverage, CSAT, ticket resolution times, SLA adherence, and quality scores
- Partner with leadership to forecast staffing needs based on ticket volume trends, seasonality, and business growth
Our take
Data provides the means for analysts to predict all manner of life events, including using health data to predict patient deterioration. However, aggregating and analyzing data is such a time-consuming process that it is almost impossible to get a holistic view of a patient's health and predict the best courses of action.
Biofourmis provides an ML-driven healthcare predictive analytics platform, aggregating patient data and using ML to analyze the data, streamline connections between patients and care teams, and ultimately predict health outcomes. The platform integrates directly with existing software for care providers, pharmacies, patients, and healthcare payers, helping to reduce healthcare costs by increasing data transparency, optimizing care plans, and reducing re-admission rates.
Whilst the company faces competition from other ML-driven healthcare data analysis platforms, Biofourmis stands out by providing its services to all parties, not just healthcare providers - an approach which provides the benefits of AI-assisted healthcare whilst reducing existing communication friction. Having surpassed unicorn status in 2022, the company has been focussed on expanding operations, including by scaling its virtual care offerings and securing further high-value partnerships.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Aug 2022
$20m
SERIES D
Apr 2022
$300m
SERIES D
Total funding: $463.6m
Company HQ
Downtown Crossing, Boston, MA
Leadership
Kuldeep Singh Rajput
(CEO)Board Member and Advisor at Neuroglee Therapeutics. Experience as a Researcher for MIT Media Lab, and was a Research Scholar for the Singapore Institute for Neurotechnology (SINAPSE) and the National University of Singapore from 2014 to 2016.
Mark Niu
(Chief of InfoSec & Privacy Officer)Graduated with a PhD in Chemical Engineer from the National University of Singapore in 2016. Co-founded Biofourmis in 2016 as CPO, but has since changed roles.
Maulik Majmudar, M.D.
(Chief Medical Officer)Research Fellow in Cardiovascular Medicine and Associate Director of the Healthcare Transformation Lab for Massachusetts General Hospital from 2011 to 2018. Medical Advisor for Amazon from 2018 to 2021, and for HILABSINC since 2016.
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