Director, Member Experience
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.