About Ro

Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high-quality, affordable healthcare without the need for insurance. Since 2017, Ro has facilitated more than six million digital healthcare visits in nearly every county in the United States, including 98% of primary care deserts. Visit Ro.co for more information.

Ro was named #2 in Wellness on Fast Company’s 2019 list of the World’s Most Innovative Companies, listed by Inc. Magazine as a Best Place to Work in 2020, and earned its Great Place to Work Certification in 2020.

This role will lead all the components of Ro’s Member Care support including our phone, email, and training teams. The Director of Member Care will be responsible for setting the strategy for long-term growth while driving the quality of care and responsiveness in the short term. The role will create an environment for continuous improvement and innovation that delivers the best healthcare experience for our patients.

Who are you? Great question. You love to build and optimize operations. You can create and drive a long-term strategy. But you’re not all strategy. You’re willing to roll up your sleeves and get your hands dirty. You have a deep understanding of the customer service industry across channels, technologies, and industries, to mail order and systems. You understand how to scale a large organization and can manage a complex operation equally through vision and KPIs. Most importantly, you are driven by a desire to advance the patient experience in the healthcare space.

What You'll Do:

• Manage the day to day operations of distributed Care Experience locations across the United States to deliver a best in class member experience
• Develop and lead the Care management team on all operational, people, and project management principles
• Define and drive quality and responsiveness improvements based on business objectives through system enhancements, training, and workforce optimization
• Identify best in class technology and services to adapt in pursuit of improved member satisfaction
• Focus relentlessly on improving the member experience across all contact types. Create a strong feedback loop with international operations partners to drive process enhancements and innovation
• Drive positive experiences that create customer surprise and delight; building on insights and the voice of the customer as derived from qualitative and quantitative customer health data
• Introduce a new level of analytics, data, and reporting to drive our understanding of the member experience
• Partner with our product and engineering teams on the exploration and execution of product developments to improve customer experience and support team efficiency
• Own the member experience at Ro as it relates to our member care team’s response to inbound contacts
• Own all relationships with Care third-party partners and vendors

What You'll Bring to the Team:

• 8+ years of experience heading a large-scale member-focused operation. Strong command of multi-channel contact types, logistics, fulfillment, and, and online sales
• Have managed a large-scale organization across multiple locations and levels. Possess an incredible ability to develop talent and bring out the very best in your teams
• Experience in multisite and multi-channel customer service management 
• Outstanding analytical skills. You are comfortable building models around forecasting and staffing improvements 
• Ability to motivate a multi-leveled team around a clearly articulated and powerful vision
• Outstanding written and verbal communication skills
• Proven track record of developing frameworks and workflows that enable the team to achieve peak performance
• Passion for building the future of healthcare, where patients are in control

Benefits + Perks:

• Potential for growth and leadership opportunities as the operation scales
• Full medical, dental, and vision insurance + OneMedical membership
• Healthcare and Dependent Care FSA
• Paid parental leave
• Paid short-term and long-term disability insurance
• Life insurance policy
• 401(k)
• Unlimited PTO
• Fitness reimbursement

We welcome qualified candidates of all races, creeds, genders, and sexuality to apply.

See our California Privacy Policy here.