Sr. Manager, Operational Excellence; Patient Support

Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products – Blink Rx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.

Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products – Blink Rx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients. Blink Rx is the world’s first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications.

Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With Blink Rx, never again will a patient show up at the pharmacy only to discover that they can’t afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn’t have the medication in stock. We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation.

Join us!

The Role:

The Patient Services Operations team sits at the forefront of our mission: affordable prices and the best possible experience for every customer. We are searching for a relentless, action-oriented leader to fill this critical role — someone who is instinctively curious, deeply empathetic to customer pain, and constitutionally unable to let a broken experience sit unresolved. This is not a role for someone who observes from the sidelines.

You will move fluidly between setting the strategic vision, spotting systemic patterns, influencing executive decisions — and rolling up your sleeves to build, fix, and ship. You will be the conscience of the customer inside this organization. You will not rest until root causes are understood, countermeasures are in place, and the fix actually holds.

• Strategic Planning:
  Collaborate with the Sr. Director of Patient Support to develop and execute operational strategies aligned with the company’s overall vision and objectives.
• Lead a portfolio of initiatives/projects, ensuring timely and high-quality delivery, alignment with organizational goals, and seamless collaboration across Patient Services, Product & Engineering, Data, and other cross-functional teams.
• Deliver Process Improvement projects:
  Drive efficiency in our associates’ processes, as measured by sustained improvement in key Patient Support metrics, including CSAT and Average Handle Time.
• Improve Contact Rate:
  Solve drivers of patient support contacts at the root, reducing the frequency with which patients must contact Blink for support.
• Problem Solving:
  Develop and implement comprehensive solutions across people, process, and technology in support of our company’s strategic objectives. Raise the bar for organization and rapid execution within Patient Services Operations.
• Analytics & Reporting:
  Use data to drive decision-making through identifying trends, bottlenecks in operational workflows, and recommending/scoping impact of solutions. Run your own queries and Excel analyses. Create, monitor, and refine dashboards (collaborating with the Data team), and communicate key metrics to stakeholders.
• Operational Excellence:
  Contribute to building a culture of operational excellence by establishing and demonstrating what good looks like – across process…