Responsibilities
- Build and manage a high-performing support team across various channels and user segments by defining service benchmarks, workflows, and support resources, while providing mentorship and guidance.
- Design and implement a unified support strategy that meets the needs of internal teams and is ready to serve external users, including patients and caregivers.
- Analyze support metrics regularly and conduct root-cause investigations to uncover systemic challenges and opportunities for enhancement.
- Ensure all support systems and procedures adhere to healthcare privacy laws (HIPAA) and data protection standards.
- Work with teams across departments to detect recurring issues and lead initiatives for ongoing process improvements.
- Collaborate closely with clinical and operations teams to minimize delays and enhance responsiveness.
- Co-develop self-help tools, knowledge repositories, and training content for internal users in coordination with Learning & Development.
- Collaborate with engineering and technology groups to refine and optimize the platforms used for support.
- Engage with legal, compliance, and security units as necessary to maintain regulatory alignment.
Benefits
- Comprehensive medical, dental, and vision coverage
- Healthcare and dependent care flexible spending accounts; employer-contributed health savings account
- 401(k) plan with 4% company match, fully vested from the first day
- Employer-paid short-term and long-term disability insurance
- Life insurance equal to one times annual salary
- 20 days of paid time off plus 10 fixed company holidays and 2 floating holidays
- Paid leave for new parents
- Additional benefits to be specified in the employment offer
Compensation
Competitive salary with comprehensive benefits package
Work Arrangement
Hybrid or remote options available
Team
Cross-functional collaboration with clinical, operational, technology, and compliance teams
What We Live By
- Children First. We put the best interests of children above all. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future.
- Earn Trust. We listen first, speak second. We build lasting relationships by creating shared understanding and consistently following through on our commitments.
- Innovate Today. We believe that small improvements lead to big impact. We stay curious by asking questions and leveraging new ideas to learn and scale.
- Embrace Humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to grow and understand how we can improve.
- One Team, Diverse Perspectives. We actively seek a range of viewpoints to achieve better outcomes. Even when we see things differently, we stay aligned on our shared mission and support one another to move forward — together.
We Value Diversity, Equity, Inclusion and Belonging
We believe that creating a world where every child with complex medical conditions gets the care and support, they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.
Not specified
