Regional Operations Manager - Southwest

Regional Operations Manager - Southwest
PatientPing is a venture-backed healthcare technology company based in Boston, MA that makes healthcare delivery more efficient. We are building a national network that connects providers with real-time messages when their patients receive care anywhere, so they can seamlessly coordinate patient care. Our customers include health systems & hospitals, ACOs, payors, physician organizations, and post-acute care providers across the country.
Job Description:
We are actively recruiting a full-time Regional Operations Manager, accountable for our success in the Southwest and West: accelerating network buildout and growing a portfolio of referenceable customers and devoted users.
The Regional Operations Manager will eventually be the P&L owner and will manage a team of Market Operations Leads. This team will serve as the ambassador of PatientPing’s mission and advocate for customers internally. The ideal candidate will be based in the region with modest regional travel and periodic travel to the company’s Boston headquarters. This is an entrepreneurial, visible, and multifaceted position.
What You Will Do:
Build Dense & Defensible Networks:
•Drive rapid network buildout in the region across customer segments (health systems, ACOs, POs, SNFs, HHAs, IRFs, LTACHs)
•Foster interactions across customers to increase network intensity and coordination
•Leverage the expertise of our Regulatory, Reimbursement and Policy Principal to understand local market dynamics and collaborate with our Growth team to keep the go-to-market strategy relevant
•Work with the Head of Operations and other Operations Managers to exchange best practices
Create a Portfolio of Evangelical Customers:
•Oversee the onboarding of our health system, provider organization, and post-acute customers in collaboration with our Integrations & Implementation Teams
•Work with each customer and our internal Clinical Workflow Experts to successfully adopt our recommended workflows, integrate them into its organization, and maximize ROI as promised
•Identify and execute opportunities to expand our customer relationships and increase our revenue, including upsell and conversion opportunities
•Monitor customer issues via our centralized support team, identify trends, and assume responsibility for managing escalated issues
•Drive customer satisfaction with our product and services as measured in quarterly decision-maker NPS survey
•Manage our contractual relationships with our customers in each market, including contract renewals and churn management
•Encourage participation in Customer Advisory Councils to gather a unified voice of the customer and enable our Product team to concept test the roadmap
•Build a Community of Devoted Users
•Catalyze a movement across the set of care coordination end-users in the region to share best practices and maximize value from the Product
Promote the PatientPing experience from the front-line end-users up to the key stakeholders at the customer
•Drive end-user satisfaction as measured in quarterly end-user NPS survey
•Deploy resources from our centralized Training Team to get end-users to adopt the platform
What You Need:
•BA/BS degree
•Passion for keeping up with the complexities of healthcare, including reimbursement models and interoperability trends
•Hands-on or consulting provider side experience
•Knowledge of healthcare delivery system and regulatory dynamics in region is ideal
•Healthcare tech knowledge preferred
•Outstanding communication, organization, and project management skills
•Analytical problem-solver; clear and structured thinker
•Commercial acumen: P&L basics, pricing dynamics, contract management
•Strong self-starter approach with a track record of proactively getting things done
•An entrepreneurial, motivated, curious, insightful, and determined attitude
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 transformation, and work closely with the country’s most innovative health systems
•Receive cash and equity compensation with health, dental, and other benefits