Company Description
Founded in 2017, blockit is a leading healthcare software company transforming the industry by restoring the valuable connection between providers and their patients. Some of the largest and most reputable health systems use blockit’s cutting-edge SaaS solution for patient scheduling and closed-loop referral management. These health systems have meaningfully improved access to care for their patients, as evident from these examples:
-
At a large for-profit health system, ED referral follow-through rates increased from 25% to 82%
-
At a large not-for-profit health system, the time to schedule a patient in the call center dropped from 8 min to under 2 min.
By reducing administrative and technological distractions, the solution helps patients find the care they need seamlessly. blockit’s mission is to create a patient-centric journey that is easy to navigate for patients, advocates, community members, and healthcare providers.
Job Description
We are seeking a dynamic and experienced Vice President of Operations (“VP of Operations”) to join our executive team to drive operational excellence, scale operations, and ensure the delivery of high-quality products and services. This role requires a strategic thinker with robust leadership skills, a deep understanding of operational processes, and a commitment to exceptional client experience. The VP of Operations will oversee a dynamic team of implementation experts and client success professionals, ensuring seamless implementation of our SaaS solution while providing top-notch support to healthcare clients. Reporting to the CEO, the VP of Operations will collaborate with cross-functional teams to enhance operational efficiency, boost customer satisfaction, and drive the organization towards achieving critical business objectives.
Key Responsibilities:
-
Strategic Leadership
-
Develop and execute operational strategies aligned with the Company's growth objectives.
-
Collaborate with the executive team to define and achieve short-term and long-term goals.
-
Drive continuous improvement initiatives to enhance operational efficiency and effectiveness.
-
Stay abreast of industry trends, market dynamics, and the competitive landscape to inform strategic decision-making and drive innovation in client operations and success.
-
Operational Management
-
Oversee the daily operations of the Company, with an emphasis on customer support, and service delivery.
-
Implement and optimize processes to ensure scalability and sustainability.
-
Develop and monitor key performance indicators (KPIs) to measure the effectiveness of client operations and success initiatives, and take corrective actions as needed.
-
Team Leadership
-
Build, lead, and mentor a high-performing client operations and success team.
-
Foster a culture of collaboration, accountability, and continuous improvement.
-
Ensure the team is aligned with the Company’s vision, mission, and values.
-
Collaborate with sales, project management, product, and support teams to ensure seamless client onboarding and ongoing support.
-
Customer Focus
-
Ensure the delivery of exceptional customer service and support.
-
Collaborate with the sales and marketing teams to understand customer needs and improve customer satisfaction.
-
Cultivate and sustain robust client relationships by understanding their goals and formulating effective strategies to meet their needs.
-
Develop and implement strategies to enhance client satisfaction, retention, and expansion.
-
Serve as the primary point of contact for executive-level client stakeholders, providing strategic guidance, resolving escalations, and ensuring overall client satisfaction.
-
Monitor and analyze client feedback to identify areas for improvement and drive product enhancements.
-
Financial Management
- Develop and manage the operational budget, ensuring cost-effective operations.
-
Monitor financial performance and implement measures to improve profitability.
-
Collaborate with the finance team to ensure accurate forecasting and reporting.
-
Compliance and Risk Management
-
Ensure compliance with healthcare industry regulations and standards.
-
Implement risk management strategies to mitigate operational risks.
-
Stay abreast of industry trends and regulatory changes.
Qualifications
Skills and Abilities:
-
Strategic Mindset: Focus on driving results, fostering innovation, and continuously improving processes and practices.
-
Healthcare Expertise: Deep understanding of healthcare industry-specific processes, particularly scheduling and referral workflows, EMRs, PMs, compliance, and standards.
-
Servant Leadership: Embrace servant leadership to empower team members, fostering a culture of collaboration, empathy, and trust.
-
Technical Acumen: Strong technical skills, with the ability to configure and troubleshoot technical issues.
-
Customer Commitment: Unwavering commitment to exceeding customer expectations, demonstrating innovative thinking to enhance client experiences.
-
Analytical Capabilities: Strong analytical skills to interpret data and support client strategy and ongoing initiatives.
-
Communication Skills: Excellent communication, interpersonal skills, negotiation, and problem-solving abilities, with the ability to effectively collaborate and influence stakeholders at all levels
Education and Experience:
-
Bachelor's degree in Business Administration, Healthcare Management or related field preferred.
-
10+ years of experience in client operations, client success, or related roles working in a SaaS, healthcare technology, or healthcare B2B environment required.
-
7+ years in a leadership role with a proven track record of driving operational excellence and client satisfaction within a healthcare organization.
-
Extensive experience in healthcare technology, including familiarity with standards such as HL7 and FHIR, reflecting a deep understanding of the industry's EHR, EMR and API intricacies.
-
PMP Certification, Lean Six Sigma or additional project management certification is preferred.
-
Experience working in a startup environment is desirable.
Additional Information
Company Culture and Success Factors:
-
Collaborative team players with strong critical thinking and problem-solving skills
-
Leadership presence with an ability to engage and influence key stakeholders across the organization and make an impact
-
Thought leaders that cultivate a culture of out-of-the-box thinking and innovation
-
Self-driven and motivated with a desire to succeed in a fast-paced, changing environment
-
Team collaboration is encouraged to build strong meaningful relationships, while freely exchanging thoughts and ideas
-
High emotional IQ with an ability to stay calm under pressure
-
Keep a learning mindset, while recognizing failures and celebrating successes
-
Possess solid data and insights-driven business acumen
What We Offer:
-
Opportunity to shape and deliver cutting-edge healthcare technology
-
Competitive compensation package
-
Comprehensive health and wellness benefits
-
401K and Matching
-
Generous PTO policy
-
Cultural focus on work-life balance
-
Vacation expense reimbursement
-
Flexible hybrid and remote work options
-
Opportunities for professional development and training opportunities
-
Opportunity to make a significant impact on patients across the country
All information will be kept confidential according to EEO guidelines.