Vice President of Customer Service, Loyal
Digital solutions for patient journeys
Job no longer available
Digital solutions for patient journeys
201-500 employees
Job no longer available
201-500 employees
Company mission
To erase confusion by giving the power back to the health systems that have spent decades earning the trust of their patients.
Role
Who you are
- Bachelor’s degree in business, computer science, or related field or equivalent work experience. Advanced degree preferred
- 10+ years of experience required in healthcare IT services including SaaS solutions, with proven experience as a senior technical operations leader and/or other relevant roles
- 10+ years of experience preferred working in a SaaS software environment tech stack delivering services and customer-facing roles
- Extensive experience in process optimization and transforming processes to meaningfully change outcomes
- Strong skills in Data Analytics to critically assess process gaps including data ingestion, quality assurance, engineering, and other processes
- Deep expertise in building teams, scalable processes, and metrics-based management to achieve organizational and departmental goals
What the job involves
- Architect the services team to fully adopt industry standards and best-practices to achieve operational efficiency to support an ambitious growth plan
- Develop and manage scalable best-in-class processes to support rapid growth across multiple products and platforms
- Design and implement processes, systems and structures necessary to consistently deliver high-quality customer results
- Establish and communicate the KPIs and measurements across the services organization that drive continued improvement at all levels
- Manage the effectiveness and efficiency of services and performance by creating and monitoring standard, custom, and benchmark reports for all customers
- Identify gaps across the service organization and present solutions to align with organizational goals and metrics
- Establish service standards across the team and existing product deployment and responsible for the execution of all managed services commitments
- Responsible for ensuring the support team is structured in a way that maximizes availability for customers
- Responsible for creation, management and oversight of all SLAs. Provide guidance for standardized recommendations and best practices for each product
- Provide oversight for the implementation process and act as a point of escalation during integrations
- Responsible for the management of the support ticketing tool and support processes
- Partner with the leadership team and participate in the leadership and execution of key cross-organizational initiatives, processes, etc
- Act as an advocate to customers and proactively work to address needs/issues cross-functionally
- Drive growth of team members, productivity and retention through improved training and education programs, performance management, and other initiatives that drive a highly inclusive and supportive culture yielding outstanding results
Our take
The US healthcare system is notoriously disjointed, making for a complex and sometimes hostile patient journey that can leave many dissatisfied. This is a problem: the US patient is a customer, and dissatisfied customers take their business elsewhere.
Loyal has developed a number of AI tools that providers can deploy to keep the patient journey smooth and their loyalty firm, like a symptom checker and chatbot on the patient side, for example, and for physicians there’s tools for triage, outreach, and relationship management.
Customer retention tech for the healthcare system isn’t a new concept, but it’s one that Loyal is doing a good job getting out to its target market. It’s used by over 55k providers across 290 hospitals in over 35 health systems, demonstrating the products add real value in what’s a lively and competitive US health provider market.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
27% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2024
$33.5m
SERIES B
Oct 2020
$12.5m
SERIES A
Total funding: $46m
Company benefits
- Flexible paid time off, sick and personal days
- At least one holiday per month (sometimes, more!)
- Full health, dental, and vision insurance - Loyal pays the premium for all employees!
- One Time Home Office Setup Stipend For Remote & Hybrid Roles
- Monthly Internet Stipend for Remote & Hybrid Roles
- Long term & short term disability
- 401[k] plan
- 16 Weeks Paid Parental Leave
- 2 Volunteer days per year
- Matching Gift Program
- Participation Grant Program
- Annual Travel/Team Events up to twice per year (post-COVID)
Company HQ
Tech Square, Atlanta, GA
Leadership
Chad Mallory
(CEO)Previously served as co-founder, President, and COO of BrightWhistle.
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