Director, Member Experience

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About Eden Health

Eden Health provides simple, tech-enabled primary care sold directly to employers. Our users enjoy immediate access to care over the Eden Health app, in our private clinics, and directly in their offices. We have transformed healthcare from an unpleasant necessity to a delightful experience focused on improving the lives of patients. The proof is in the outcomes: when companies work with us they have healthier workforces, increased productivity, and reduced healthcare costs.

What you will be doing

As the Director, Member Experience, you will be reporting to the VP, Operations Development and act as a key operations collaborator with members of the leadership, clinical and product teams. The Director, Member Experience will strengthen Eden Health’s strategic advantage by growing and scaling our Healthcare Navigation function, which supports our patients in helping them find the right care when they need it, claims and bill advocacy and several other aspects of their healthcare journey. This position will manage a team of Healthcare Navigators and set (as well as set an example for!) best practices in customer service, operational excellence and world class care. This is a remote-first role and has the flexibility to be located anywhere in the U.S.

What success looks like

  • Lead a team of Healthcare Navigators to ensure best in class service
  • Establish a program for quality control and regular training for the Healthcare Navigation function
  • Actively monitor and manage daily, weekly and monthly metrics for the Healthcare Navigation function to ensure high quality throughput
  • Establish customer service standards as well as be able to put quantitative and qualitative measures in place to ensure maintenance of those standards
  • Lead the establishment and maintenance of the Healthcare Navigation function’s documentation and knowledge management systems/processes
  • Drive the evaluation of third-party benefit partnerships for internal and external use cases
  • Create capacity on the Healthcare Navigation team for Ingesting and implementing customer-specific service level agreements when necessary
  • Help design and automate customer implementation workflows
  • Design and analyze operational metrics to inform appropriate staffing and adjustments needed to meet performance goals
  • Drive initiatives that create robust, data-driven referral networks in Eden Health’s markets
  • Partner with clinical leadership to ensure strategic initiatives are coordinated in effort to reach company-wide goals
  • Partner with the Account Management team as needed to manage new market and/or customer nuances

What you will bring

  • At least 7 years of experience managing a high volume customer care operation, healthcare experience and start up experience a bonus
  • Experience managing teams in a distributed environment
  • Ability to build trust quickly to achieve cooperation and engagement with key stakeholders and teams
  • Demonstrated ability to focus on key results in a dynamic environment
  • A data driven approach to decision making and change management
  • Experience building and scaling processes for high volume, highly visible transactions
  • Strong problem-solving skills with the ability to simplify the complex and strong bias to action
  • Resourceful, self-sufficient, and ability to prioritize workload
  • Self-starter and ability to manage a team of self-starters
  • Excellent communication and presentation skills, including experience communicating insights through data with senior-level executives
  • Strong relationship-building skills and communication skills
  • Humble, not territorial, collaborative, high EQ

Why Eden Health?

  • Fast-growing startup backed by leading venture capital firms Greycroft, Flare Capital, 645 Ventures, PJC and others
  • Exciting product in one of the largest and fastest growing markets in the country
  • Mission-driven culture passionate about improving access to healthcare for employees and their families
  • Competitive salary and equity compensation package
  • Great benefits including medical, dental, vision insurance, and commuter benefits
  • Generous PTO, healthy snacks, and regular happy hours
  • Awesome team with a great comraderie - we work hard and have lots of fun!

Eden Health is an equal opportunity employer and encourages all applicants from every background and life experience without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Please note: Eden Health interview requests and job offers only originate from edenhealth.com email addresses (e.g. jsmith@edenhealth.com). Eden Health will never ask for bank information (e.g. account and routing number), social security numbers, passwords, or other sensitive information to be delivered via email. If you receive a scam email or wish to report a security issue involving Eden Health, please notify us at: security@edenhealth.com.

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Technology we use

  • Engineering
    • PythonLanguages
    • TypeScriptLanguages
    • React Native (iOS & Android)Languages
    • ClojureLanguages
    • ReactLibraries
    • ClojureFrameworks
    • PostgreSQLDatabases

Location

One Liberty Plaza, New York, NY 10006

An Insider's view of Eden Health

How would you describe the company’s work-life balance?

Eden Health allows me to work as much as I want while I take care of the many aspects of my personal life, which includes my health, family, and leisure. The providers work different types of shifts, which enables me to take care of my children before or after work. I can be a provider and a mom at the same time, which is awesome!

Michelle

Virtual GCN, FNP

How do you collaborate with other teams in the company?

As a healthcare provider, the opportunity to collaborate with team members across diverse roles and backgrounds has been crucial to delivering high quality care. To improve patient engagement, we work with the Marketing and Customer Success teams to find innovative ways to reach our patients and empower them to take control over their health.

Mariella

Physician Assistant

How has your career grown since starting at the company?

I started at Eden Health as an Administrative Assistant. I started spending more time in our clinics and found a passion for working directly with our patients and supporting our providers, which led to my next role as a Clinical Associate. From there, I became a manager of our Navigation team and am now a Service and Quality Operations Manager.

Alexa

Operations Manager, Service and Quality

What are some social events your company does?

At Eden, we host company-wide happy hours, lunch & learns, and group coffee chats to keep us all connected in a remote environment.

Jasmine

People Operations Coordinator

What are Eden Health Perks + Benefits

Eden Health Benefits Overview

-Competitive salary, commission, and equity compensation packages
-Great benefits including medical, dental, and vision insurance
-Free Eden Health membership
-401K
-Commuter benefits
-Generous PTO policy

Culture
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Eden Health provides employees with a flexible work schedule that includes Flexible start and end times.
Remote work program
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Hiring practices that promote diversity
We use Jumpstart to enable our Talent team to find and hire diverse talent.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Financial & Retirement
401(K)
We use Guideline to administer our 401K
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
We provide up to 12 weeks of parental leave for the primary caretaker. Eden Health also provides 12 weeks of leave for the secondary caretaker.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Eden Health employees receive between 20 and 30 days per year of paid time off based on years of service.
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Company-sponsored happy hours
Professional Development Benefits
Lunch and learns
Promote from within
Continuing education available during work hours
Customized development tracks

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