🛠 Tech Stack

💼 About This Role

You'll lead patient support operations, overseeing a BPO partner, escalations, and quality while scaling AI-powered support systems. You'll shape use of AI automation and voice AI across phone, SMS, email, and chat. This role combines people leadership with building scalable, tech-enabled workflows.

🎯 What You'll Do

• Lead day-to-day support performance across phone, SMS, email, and chat.
• Oversee BPO partner SLAs, staffing, and quality.
• Resolve complex patient escalations and maintain QA programs.
• Build scalable SOPs, knowledge bases, and AI-enabled workflows.

📋 Requirements

• 3+ years in customer support, patient experience, or healthcare operations.
• Experience managing support teams and operational performance in high-volume settings.
• Familiarity with BPO/vendor management and support platforms like Zendesk or Intercom.
• Ability to work hybrid from NYC office 3 days per week.

✨ Nice to Have

• Experience with AI-enabled support tools or conversational AI.
• Healthcare, DME, insurance, or Medicaid/Medicare experience.

🎁 Benefits & Perks

• 🏖️ Flexible hybrid work in NYC.
• 💻 Cutting-edge AI tools to shape patient experience.
• 📈 Growth opportunity in a scaling healthtech startup.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Panel interview· 1 hour