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Director of Patient Engagement

Management | Boston, US

About the position

Healthy.io is the first company to successfully turn the smartphone camera into a clinical-grade medical device, enabling faster treatment and improved care for patients worldwide. Our products combine computer vision and machine learning technology with best-in-class UX design to create new clinical pathways through smartphone-powered urinalysis, digitized wound management, and beyond.

Headquartered in Tel Aviv with 240 employees across London, Boston, and Singapore, we are growing fast as we serve more and more patients across ever-expanding areas of healthcare. This role will be based in Boston.

Patient engagement is a critical step for us. As General Manager of Patient Operations, you will lead the team most directly responsible for helping our patients get the most out of our products. Your team will use a variety of outreach methods (phone, email, text, letters) to make sure patients understand the benefit of our tests, know how to use them, and have a voice with the rest of the Healthy.io team. You will help us transition our current team from a pre-revenue pilot function to a mature function as our organization matures. You will be the kind of person excited by the challenge of figuring out the best way to build this team while achieving positive outcomes for our patients, partners, and team members.

Requirements
  • Bachelor’s degree required
  • 8+ years of professional experience with 3+ years of people management required
  • Experience scaling and/or transforming inside sales, customer success, or customer service teams from small teams to larger teams or clunky org to smooth org required
  • Comfort context switching from planning to coaching to fighting fires required
  • Experience providing input on process improvements, marketing, or product required
  • Experience with CRM and marketing & sales automation platforms (for example Salesforce, SalesLoft, Outreach, Hubspot, Marketo) required
  • Experience drawing insights from business intelligence tools (e.g. Monday, Looker, Tableau) preferred
  • Experience managing managers of frontline employees preferred
  • Experience developing employee onboarding and continuing training content preferred
  • Experience with regulated industries, healthcare, or medical devices preferred
Role & Responsibilities
  • Achieve patient activation targets efficiently (with appropriate headcount planning) and with happy patients (consistently high NPS) 
  • Define operational KPIs and develop coaching plans to drive these KPIs while influencing the creation of a reporting suite to support team management 
  • Create & refine best practices for omnichannel patient engagement based on outcomes, patient / team feedback and analysis of performance metrics
  • Manage managers of frontline employees, escalation path ICs, and Training/QA 
  • Synthesize feedback for Product, Marketing, and Sales from patient interactions

or send your CV to [email protected]