About the roleThe Director of Patient & Provider Services is a strategic architect meets operations leader - someone who has lived the journey of scaling organizations from foundation to maturity and that thrives in the intersection of technology and human service. This role is responsible for leading and operationalizing frontline support staff as we scale and evolve our best-in-class service for our patients, families and external providers. This role is responsible for equipping and empowering a team and partnering with cross-functional leaders to deliver patient-centric support at every touchpoint and to drive continuous improvement of our holistic support services. The Director of Patient & Provider Services will have extensive experience leading high-quality and diverse support teams at scale, demonstrated ability to design and operationalize teams for organizational effectiveness, and be extremely patient-focused.
Responsibilities- Define, own, and drive strong performance and quality metrics and standards-including productivity, reliability, and patient satisfaction- while managing operational efficiency and costs.
- Design, build, and execute on an organizational strategy that drives operational efficiency, team performance, business outcomes, and high-quality patient-centric support at scale.
- Define our talent management strategy, partnering with our People Success team to define and maintain competency frameworks, career paths, and succession plans.
- Partner with Workforce Management to ensure staffing models, schedules, and capacity plans support service levels and business priorities.
- Partner with key stakeholders to staff across channels and equip the team to resolve a variety of complex issue types while navigating ambiguous external dependencies.
- Influence across the business, elevating the team's insights through clear data stories and patient-centric narratives, partnering cross-functionally to improve our product and services.
- Partner on patient retention and engagement strategies-designing proactive support programs, escalation protocols, and high-touch interventions that drive patient retention and reduce churn.
- Apply continuous improvement and lean principles to drive a culture of change and operational excellence, including owning pilots and monitoring results to inform decisions on path forward.
- Perform other duties as assigned.
Qualifications- 8+ years in patient support and 5+ years of direct people management experience, with demonstrated experience scaling operations and driving organizational transformation across a multi-layer team.
- Proven track record of success in developing, building, and leading scalable support teams in environments where the stakes are high, ideally healthcare, and you understand how to navigate ambiguous external dependencies.
- Demonstrated ability to partner with Workforce Management and technical teams to ensure staffing models and capacity plans support the highest service levels.
- Demonstrated ability to develop people, leading teams effectively to achieve metrics and outcomes, and cultivating intentional patient-centric team cultures.
- Demonstrated experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns to improve business performance.
- Demonstrated ability to thrive in a scaling, fast-paced, ambiguous environment, with demonstrated success in transformational leadership by bringing your team along during periods of rapid change and complexity.
- Data-driven patient-centric mindset with strong analytical skills, including intermediate SQL skills, with the ability to translate data into actionable insights and strategic recommendations.
- Strong verbal and written communication skills, with a talent for communicating and gaining buy-in as well as cultivating and maintaining relationships.
- Demonstrated ability to effectively collaborate with humility, inclusiveness, and open-mindedness to other perspectives. Demonstrated ability to solicit input on topics and balance those perspectives.
Time Off:- Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.
- Generous parental leave.
Core Benefits:- Competitive Medical, Dental, Vision, Life, and AD&D insurance.
- Equip pays for a significant percentage of benefits premiums for individuals and families.
- Spring Health, a 100% employer-paid mental health benefit through Guardian.
- You can receive 5 free therapy sessions and 5 free coaching sessions per year for you and each of your dependents.
- Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!
- HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits.
- 401K Option!
Other BenefitsWork From Home Additional Perks:- $50/month stipend added directly to an employee's paycheck to cover home internet expenses.
- $250/month stipend to use a co-working space.
- Initial work-from-home stipend of up to $500.
- Reload of $200 on the home office stipend at the 3-year mark and then every other year after that (year 5, year 7, etc.).
- Company Laptop.
Physical DemandsWork is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.
At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip's mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA. EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip.
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