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Director Of Customer Experience

Aware Healthcare


5 days ago

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: Business


Job Overview
  • Position: Director of Operations
  • Industry: Digital Healthcare
  • Commitment: Full-Time 
  • Start Date: December 2020
  • Location: Remote
  • Hours: Flexible
  • Experience: Senior (10+ years experience, 5+ years in leadership)
 
Job Description

We are looking for someone capable of overseeing our operations department, managing relationships with our clinical partners and patients, collecting their feedback on our product, and creating strategic plans that will build our brand as we go to market.

 
Your Responsibilities:
  • External Operations (70%)
    • Manage Relationships with Clinical Partners (Level 1 Customers)
    • Manage Relationships with Patients (Level 2 Customers)
    • Oversee Call Center Staff and Team Communications
    • Measure Results, Design Experiments, and Manage Execution
  • Internal Operations (30%)
    • Lead and oversee our Human Resources Department
    • Help Set and Implement Company Strategies
    • Oversee Company Finances
 
Who we are looking for:
  • An exceptional communicator capable of building strong relationships with clinicians, healthcare executives and patients recovering from substance use disorders.
  • A critical thinker and insistent on being proactive, not reactive.
  • A project manager who connects strategy to execution and makes things happen.
  • A problem solver who thrives in fast-paced environments requiring flexibility and adaptability.
  • A lifelong learner who's insatiably curious and passionate about the field of mental healthcare.
  • A leader that is process-oriented who turns repeatable tasks into documented policies, and procedures.
 
Who we'll be impressed by:
  • 10+ years of experience in Operations.
  • 5+ years of experience in Operations leadership positions.
  • 3+ years of experience in Operations at an early-stage startup.
  • 3+ years of experience in the digital healthcare industry.
  • Deep understanding of a SaaS businesses.
  • A self-starter who can work independently under tight timelines.
  • A relentless curiosity and drive to solve problems.
  • Desire to work across departments and bring structure and scalability to big ideas.
 
Who We Are: Aware Healthcare Inc.
 
 
Our Mission

Aware Healthcare is on a mission to build the “thermometer for the mind”: a digital medical device that delivers real-time measures of clinical risk to providers, about their patients, at the moments they need it most.

The current gold-standard of evaluation in psychiatry are pen & paper surveys that provide subjective, episodic, high-burden, and clinic-based measures of risk. Our thermometer allows providers to check the ‘mental temperature' of their patients — in an objective, continuous, ecological, and passive fashion — at any time. 

 
Our Vision

With our thermometer, providers know who needs help, and when they need it. Not only does this shine light into the black box that currently defines life outside the clinic, but it allows providers to deliver just-in-time interventions to patients before it's too late. Trust in providers grows when patients know they're being looked out for. Population health flourishes when high-risk gets detected early. Per capita costs plummet when rates of readmission are reduced. Welcome to the triple-aim of healthcare.

We envision a world where we all have the vocabulary to describe how we're mentally feeling; self-awareness to identify when we're heading down a dark path; and tools to get help in minutes not weeks. We can't manage what we don't measure, so we see no more important problem than this for technology in healthcare.

 
Our Why

We are starting with addiction for several reasons. For one, it seems we've all been affected by or lost friends and family who have struggled with this chronic disease. Two, addiction is the most costly, preventable, and unmanaged disease in America; costing our nation over $700 billion per year and leading to over 70 other comorbid medical conditions. Three, most digital health companies have run away from addiction, because they see the problem as ‘too hard'; the patients as ‘unmanageable'; the suffering as ‘inevitable'. With over 16% of Americans meeting criteria for clinical addiction, and another 32% classifying as risky users, we see this as too big of a problem to ignore. 

Join us in redefining what it means to know thyself, reconsidering how we measure population health, and revolutionizing the way we manage mental healthcare. Join us at Aware Healthcare.

 
How We Will Collaborate: Culture & Values
 
Work Culture

We're a small team looking for someone who's passionate about democratizing self-knowledge; relentless about getting help to those who need it most. You should be comfortable exploring outside your comfort zone; be ready to learn and constantly take on new challenges.

You should be known by your colleagues for never compromising on quality, while always moving quickly. On our team, no one is expected to know everything, but everyone is expected to be capable of learning independently, and applying that knowledge effectively.

This is a fast-paced role with many concurrent responsibilities, and it comes with a great deal of ownership. Chances are you will grow more in this role than any other role of your career. This idea should excite you, rather than scare you. 

 
Team Values

Being on the Aware Healthcare team means you...

  1. Take ownership: the buck stops at you; you are individually responsible.
  2. Are proactive: you take initiative; identify problems before they happen.
  3. Embrace risk: take courageous & calculated risks; no one gets banished for making mistakes.
  4. Are radically candid: you expect truth and nothing but the truth; give & take constructive criticism.
  5. Have a growth-mindset: we believe you can always be better & you should too; no one has ever ‘made it'.
  6. Are insatiably curious: you have a desire to understand the world that can never be fully satisfied.
  7. Practice humility: you don't know everything and you never will; embrace that and learn.
  8. Focus on humans: always feel into the human experience at the other end of the machine.
  9. Are playful: you work hard, laugh hard, and crack jokes in meetings.
  10. Think slow: you choose careful deliberation over brash decisions.
  11. Factual: we speak in objective numbers, not subjective judgments, whenever possible.

Aware Healthcare is a digital healthcare company on a mission to build the “thermometer for the mind”: a digital medical device that provides real-time measures of clinical risk to patients and providers at the moments they need it most.

Our flagship product is a population management platform that helps outpatient addiction clinics keep their patients engaged in care by predicting and preventing relapse using passive measures of behavior from patients' smartphones.

We envision a world where we all have the vocabulary to describe how we're mentally feeling; self-awareness to identify when we're heading down a dark path; and tools to get help in minutes not weeks.

Join us in redefining what it means to know thyself, reconsidering how we measure population health, and revolutionizing the way we manage mental healthcare. Join us at Aware Healthcare.

 

 

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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