10+ years in operations, strategy, or process improvement, preferably in healthcare tech or call centers
Bachelor's degree in Business Administration or related field; Master's preferred
Exceptional problem-solving skills with Lean/Six Sigma certification preferred
Proficient in project management and leading cross-functional teams
Strong attention to detail and ability to quickly learn new areas
Fluent in AI applications and their enterprise implementation
Data-driven with proficiency in analysis tools like Excel, SQL, and Tableau
Excellent communication skills for presenting complex data clearly
Adaptable and resilient in fast-paced environments
Mission-driven, focused on improving patient outcomes
Responsibilities
Collaborate on strategic planning with the Sr. Director of Patient Support
Lead initiatives/projects ensuring timely delivery and alignment with goals
Drive process improvement projects to enhance key Patient Support metrics
Identify and solve root causes of patient support contacts
Develop comprehensive solutions across people, process, and technology
Utilize data for decision-making and operational workflow analysis
Contribute to a culture of operational excellence using best practices
Benefits
Opportunity to work in a mission-driven environment
Collaborative and dynamic team culture
Exposure to cross-functional leadership
Professional development opportunities in a high-growth company
Flexibility in work location with travel options
Full Job Description
The Opportunity:
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.
Responsibilities
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 improvement, data monitoring, project management, and documentation (business requirements, process flows, etc.) - leveraging Lean/Six Sigma (and other best practices) to continuously improve operations.
Qualifications
Location: Pittsburgh or Seattle; Open to New York City or Seattle with 25% travel.
Experience: 10+ years of experience in operations, strategy, or process improvement in a high-growth company (healthcare tech, pharmacy, and/or call center experience preferred); Bachelor's degree in Business Administration, Operations Management, or a related field (Master's degree preferred). Specific experience in contact centers or customer operations preferred.
Problem Solving: Exceptional problem-solving skills and demonstrated experience delivering high-impact results using operational excellence best practice methodologies (Lean/Six Sigma certification preferred).
Project Management: Ability to lead multiple projects from concept to reality and manage cross-functional stakeholders to deliver results.
Detail-Oriented: Strong attention to detail - quickly become an expert in new areas, ask the right questions, and connect dots to ensure accuracy and completeness of initiatives.
AI fluent: You use AI in your daily workflows, and have implemented it at the enterprise level.
Data-Driven: Ability to drive establishment and monitoring of key metrics, and comfortable analyzing data to identify trends and issues; proficiency in data analysis tools and business intelligence software (Excel, SQL, Tableau, etc.) is required.
Collaborative Mindset: Ability to drive cross-functional teams to deliver results; influencing, collaborating and creating consensus with various stakeholders at all levels.
Communication Skills: Excellent verbal and written communication skills, with the ability to present complex concepts and data clearly and concisely.
Adaptability/Resiliency: Ability to thrive in a dynamic, fast-paced environment and effectively navigate ambiguity to drive results.
Mission-Oriented: Motivated by Blink's mission and excited by the prospect of analyzing complex problems to drive comprehensive solutions and improve patient outcomes.
About Blink Health
Blink Health is a healthcare technology company that provides a platform for consumers to access prescription drugs at lower prices. The company was founded in 2014 by Geoffrey Chaiken and Matthew Chaiken and is headquartered in New York, New York. Blink Health partners with pharmacies and drug manufacturers to negotiate lower prices for prescription drugs and passes the savings on to consumers. The company's platform allows consumers to search for and purchase prescription drugs online and pick them up at a local pharmacy. Blink Health is available in all 50 states and has partnerships with over 35,000 pharmacies nationwide.
