Clinical Operations Associate (EST)

Our mission

Healthie powers virtual-first care delivery while improving access to healthcare and enabling better healthcare outcomes through technology.

We build infrastructure that all healthcare organizations need to perform virtual-first care. Between our EHR, scheduling, and patient engagement solutions, Healthie’s API-first approach makes it easy for organizations of every size to build, customize, and scale their business.

Today, we power thousands of organizations ranging from small private practices, to digital health startups and multi-billion-dollar healthcare companies. Leveraging Healthie, our customers deliver care to millions of patients, across the full spectrum of healthcare services—from preventative health and wellness to complex chronic care management. We believe that the future of healthcare delivery is virtual-first, longitudinal, and collaborative.

Learn more at: https://www.gethealthie.com/

We’re hiring a Clinical Operations Associate to help us deliver a best-in-class product for innovative healthcare delivery. This is a critical role in serving customers who use our most important clinical solutions. The right person for the job excels at a wide range of operational functions—like a Swiss army knife that can answer customer questions or solve support cases or write process documentation. 

We won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of our customers is at the heart of what we do. We’ll give you plenty of support to simply do what’s right, no questions asked.

Our ideal hire is motivated by healthcare technology and what we’re doing as a company, believes in the value of great customer experience, and is eager to contribute to the everyday success of our customers as they deliver care to millions of patients around the country. 

About the role

• You’ll manage the implementation processes, onboarding tasks, and ongoing support for customers who are integrating with our clinical technology partners: from E-Rx enrollment, to billing and invoicing, to ordering labs, to troubleshooting issues with lab results, to identity verification and auditing medication dosages—you’ll know all there is to know about Healthie’s clinical integrations.
  
  
• You’re first-line technical support for customers who are using our clinical integrations. Due to the sensitive nature of the work, timeliness matters. You'll be getting back to customers with speed and accuracy throughout the day. 
  
  
• Most of the work happens over email in Help Scout, but you’ll also lead calls as needed with customers and/or vendors to identify, escalate, and solve problems. You’ll also hop on Zoom to screen share and help troubleshoot a technical or onboarding problem for providers who are getting ramped-up with E-Rx work.
  
  
• You’ll work closely with our ClinOps Program Manager to write new processes, policies, and documentation to help educate our team and our customers on all things related to clinical integrations.
  
  
• Our clinical integrations are a mission-critical part of our product. You’ll build strong cross-functional relationships with Product, Engineering, and Marketing to provide valuable product feedback and customer insights.
  
  

Details, details

• This is a full-time, remote position.
• You must be based in the United States and have U.S. work authorization.
• This job is Monday-Friday from 9am - 5pm EST.
• The salary range is $70,000 - $93,000

About you

You’ve done this kind of work before. We’re looking for someone who has 5-8 years of hands-on implementation and customer support experience. It is required that you have worked at a software-as-a-service company. Bonus points if you’ve worked at a healthcare technology company. 

• You’d consider yourself a full-spectrum generalist with a strong foundational understanding of things like: single sign-on and 2FA, billing and invoicing, modern browsers and mobile operating systems, help desk portals, email deliverability, reading log files of any kind. Overall, you’re more technical than most customer-facing professionals.
  
  
• You’re great at collaborating and communicating with both technical and non-technical teammates, vendors, and customers. You’ll be working with healthcare experts, care navigators, physicians, third-party support teams, and executives—you’re someone who always finds the right tone.
  
  
• You are detail-oriented, organized, and good at context switching. You can manage multiple projects and emails simultaneously. You’re someone who thrives working independently and as part of a small, nimble team that doesn’t have a lot of structure.

• You must be an excellent writer. You’re someone who can take complex subjects and break them down using clear and simple language. As a remote team, your writing skills are critical to your success at Healthie.
  
  
• When you don’t know something, you try to figure it out. You use the resources available to you, ask good questions, and embrace the chance to grow and get better. You are a great problem-solver with the ability to understand and resolve issues quickly.
  
  
• You’re well-versed in the tools of the trade. We use Help Scout, Stripe, Sendgrid, Slack, Zoom, GSuite, Mixpanel, and Notion to help serve our customers. 

This isn’t a stepping stone to another team at Healthie. You want to be part of our clinical support team for a while, and you’re excited to continue to sharpen your skills in a customer-facing position. You’ll have lots of opportunities to grow, learn, and raise your skill set along the way.

How to apply

Introduce yourself to us as a colleague. We value great writers, so take your time with the application. Please submit a PDF cover letter explaining:

• Tell us who you are and why you want this job at Healthie?
• Where are you based and what time zone are you in?

Then, answer the following questions and customer scenarios as if you worked at Healthie: 

1. An Enterprise customer is requesting to enroll in E-Rx and doesn’t know how to get started.
2. An existing E-Rx integration customer is requesting that we add a proxy user. They’ve sent us this information: Woodward Kaufmann, Luna.Stroup@gmail.com.
3. An Enterprise customer who wants to enroll in e-labs has signed a Clinical Exchange EULA for Change Healthcare e-Labs but has questions about what to do next.

Interview Process

• Quick chat with Katie, Director of Talent (15 minutes)
• Talk with Kelli, ClinOps Program Manager (30 minutes)
• Meet your teammate Bailey, ClinOps Associate (30 minutes)
• Interview with Tariq, COO and Erica, CEO (20 minutes)
• Final session with Justin, Director of Support (30 minutes)
• Reference checks

Healthie is an e-verify employer.

Healthie is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. We're proud to be building a diverse and inclusive environment that encourages collaboration, creativity, and growth. Whatever your background, please apply if this is a role that would make you excited to come into work every day.