Market Operations Lead - Southeast

Southeast
Operations
Full-time

Market Operations Lead
Location:  Southeast
 
PatientPing is a venture-backed health technology company based in Boston, MA that is transforming healthcare delivery. We are building a national network that connects providers with real-time notifications when their patients receive care anywhere, so that providers can better coordinate patient care. Our customers include hundreds of health systems, physician organizations, and post-acute care providers across the country. Our vision is bold – to build a national care coordination network that allows providers to put patients at the center of their care.
 
Job Description:
We are currently seeking qualified candidates for a full-time Market Operations Lead to support our Regional Operations Managers to drive success of regional PatientPing provider networks and the customers and users within those markets. This requires effectively onboarding, engaging, and servicing customers post-sales.
 
What You Will Do:
Market Success
•Drive success of our post-acute network build-out to achieve density & defensibility
•Support cross-market activities and community collaboration
•Collaborate with Growth to inform priorities for winning in your markets
 
Customer Success
•Manage the portfolio of Customers and their Users within a set of Markets
•Work closely with the Regional Operations Manager and Growth Team to design and execute customer onboarding strategy
•Understand care coordination goals and current pain points to successfully drive adoption at new customers
•Create and execute opportunities to increase customer satisfaction (NPS)
•Serve as the primary relationship owner for PatientPing customers, translating and escalating feedback from the community to Product and Engineering
•Develop insights for, and help facilitate, Quarterly Business Reviews with highest-priority customers
•Mitigate churn risk and detect early signs of customer disengagement/dissatisfaction, work with Manager and leadership team to take timely action
•Leverage your deep understanding of the customers within your portfolio to identify expansion/upsell opportunities
 
User Success
•Service health system customers by:
•Coordinate onboarding and implementation tasks with end users
•Educate and energize users by conducting end-user training to drive adoption
•Serve as end users’ most trusted resource in implementing and maximizing use of the
•PatientPing Product through mastery of all features & functionality
•Produce and review performance and compliance reports for community members
•Draft network-wide communications and updates
•Act as the “voice of the customer” / Help improve our company’s knowledge of its users by conducting user interviews, analyzing usage data, and recognizing user adoption patterns
 
What You Need:
•BA / BS degree
•A minimum of two years of hands-on experience in account/relationship management, ideally in healthcare (e.g., IT, clinical, front-line caregiver)
•Outstanding communication, organization, and project management skills
•A track record of proactively getting things done with your own initiative
•An entrepreneurial and determined attitude
•Engaging written & verbal communications skills
•Knowledge of the local ACO and post-acute markets (preferred)
•Familiarity with federal and local healthcare regulatory requirements (preferred)
•Proficiency in data analysis and translating results to inform action; expert in MS Office suite
•Located in market preferred with active Driver's License (work from home) with bi-monthly travel to headquarters in Boston; if not located in market, some travel to customers
 
What You Get:
•Be on the ground floor of a rapidly growing company with many opportunities to expand the role and responsibilities
•Have the autonomy to build something with an enthusiastically supportive team
•Learn best practices from world class investors and advisors
•Become an expert on healthcare delivery system transformation, and work closely with the country’s most innovative health systems
•Receive cash and equity compensation with health, dental, and other benefits