Clinical Operations Implementation Associate - Remote

Our mission: to power virtual-first care delivery while improving access to healthcare and enabling better healthcare outcomes through technology.

Healthie powers next generation healthcare delivery. 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 & 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/

Healthie is hiring a ClinOps Implementation Associate to help us deliver a best-in-class product for innovative healthcare delivery.  Our Clinical Implementations Associate plays a critical role in serving customers who use our most important clinical solutions, such as insurance billing, lab ordering & resulting, and e-prescribing. The right person for this role excels at a wide range of operational functions–like a swiss army knife that can answer customer questions or solve support tickets or write process documentation. You enable our customers onto clinical platforms, develop best practices, and provide the first line of technical support during their onboarding. You play a pivotal role in the everyday success of our customers delivering care to millions of patients around the country. We can’t wait to meet you! 

Responsibilities: What you’ll be doing and held accountable for:

• Clinical Implementations
• Manage implementation processes, onboarding tasks, and activities for customers integrating with our clinical technology partners, ensuring successful and on-time enablements
• Respond to and solve for customer implementation inquiries and issues
• Collaborate with our clinical technology partners, Healthie’s technical support and product teams, and Clinical Operations Program Manager to continue to evolve and improve our technology offerings
• Customer Support
• Efficiently and effectively respond to customer support tickets related to complex, mission-critical clinical platforms, including insurance billing, lab ordering and resulting, and e-prescribing
• Lead calls with customers and/or vendors to identify, escalate, and solve issues
• Develop a deep understanding of our customers’ businesses, workflows, and goals as well as our product offerings and solutions
• Process Management 
• Train and empower Healthie’s customers so they know what to expect and can have immediate success with Healthie’s clinical integrations
• Follow, improve on, and create standard operating procedures and support documentation 
• Build a team culture of continuous improvement–constantly finding ways to optimize workflows, reduce resource investment, refine written documentation, etc.–to support a standard of best-in-class software

Qualifications: What we expect from you:

• You have a track record of success: 2-3 years of relevant software implementation or project management work experience, healthcare technology experience required
• You build and execute on implementation and project plans: You know how to organize input from stakeholders to determine business objectives, and you can translate them to process and feature improvements
• You are proactive with solutioning: You are eager to become an expert on our product and partner offerings so you can bring insights on ways to improve
• Comfort with technology: You are at ease learning new technologies and are willing to dive into testing or demonstrating software
• Strong interpersonal skills: You care about people–your colleagues, our customers, and everyone around you. You are motivated by other’s successes as well as your own.
• Exceptional communication skills, both written & verbal. You can explain a complex process in a simple, approachable way, both on camera or in written form.
• Grit: You have a bias towards execution. You focus on getting the job done, and see problem solving as an opportunity. 
• Mission driven: You have a passion for healthcare and want to work at a place that cares deeply about helping to improve patient outcomes and experiences.
• Embody Good Citizen Principles: You incorporate Healthie’s values (Respect, Reliability, Resilience) in your work.

Why you’ll love working at Healthie:

• High caliber team: make an impact on something that truly helps people alongside an incredible, high performing team
• Respectful culture: Egos get checked at the door! We take immense pride in self awareness and teamwork
• Big mission: we're expanding access to healthcare and enabling better outcomes through technology
• Big market and big upside in sales: Our product has strong product-market fit in a huge market with strong demand
• The challenge: make a big impact by joining a fast-growing team in its early stages of scaling
• We care about diversity: diversity allows us to build an excellent patient experience. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

In addition to finding people who are truly excellent at what they do, we take our core values at Healthie seriously:

Respect: "Make improvements, not excuses. Seek respect, not attention." We approach our work with a quiet-ego, open-mindedness, and gratitude. We collaborate with kindness and are respectful toward each other and the work we contribute. We embrace diversity of thought as an advantage and create space for differing perspectives and methods. We recognize that no one person is more important than another, no task is beneath us, and each person’s work is valuable to our success.

Resilience: “When the going gets tough, the tough gets going." No matter the challenges or setbacks we face, we find a way to push forward with grit and determination to reach our goals. Together, we are unified in our mission and know no bounds.

Reliability: "With great power comes great responsibility." Healthie builds business-critical, healthcare-critical software, and we take great care to both safeguard client information and ensure that our platform and team are able to handle anything that comes our way. We show up for our team, our customers, and our product with reliability. We say what we mean, and we do what we say.

Logistics

Location: Remote, within the United States

This is a full-time W-2 position.

U.S. work authorization is required, Healthie does not provide sponsorship.

The base salary for this role is $65,000- $75,000 per year + annual company bonus and benefits.

The target salary range for this position is part of a competitive total rewards package. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

An overview of Compensation, Equity, & Benefits Provided by Heathie

We believe in supporting the personal and professional success of our team members, and offer a three-part package to our employees. 

Part 1: Compensation and Rewards:

• Base Salary: A competitive salary in line with your experience & industry standards. Our People & Finance teams benchmark all salaries using Pave. Pave provides real-time data and compensation management workflows that enable us to make fair and defensible compensation decisions.
• Stock options: In addition to competitive and benchmarked salary, Healthie offers equity with a traditional 4 year vesting schedule, and a one year cliff.
• Company-wide, performance bonus: We offer employees an annual company-performance basis according to our revenue goals. If Healthie succeeds, you succeed. 
• Retirement Planning: Employer sponsored 401(k) match of up to 4% 
• Commuter Benefits: Use pre-tax dollars that are deducted directly from your paycheck, so you can get to work with a little less effort.

Part 2: Health and Wellness for you and your family: 

• Medical, Dental, Vision: benefits start on the first day of the month following your start date. Healthie provides $520./ per month stipend toward your healthcare premiums which fully covers most plan options for the employee and part of the dependents premium. HSA and FSA plans available.
• One Medical: You and your dependents also receive an individual One Medical account which is valued at $199/year per user (available in select locations)
• Nutritional Care: Access to Nutritional Coaching through one of our nutritional care partners
• Mental Healthcare: Access to Talkspace for Mental Healthcare with Aetna Medical enrollment, 1 year membership + 1 live video visit/month and unlimited messaging.
• Virtual Care: Access to Teladoc for 24/7 virtual care. Membership is free, regular copays apply.
• Sick Days and Medical Leave: Take the time you need to recover when you’re sick. Healthie provides 7 days paid medical leave if you’ll be away from work due to illness or injury for more than 7 consecutive work days.
• Fitness Perk: Monthly Fitness Stipend, $40./ per month towards gym memberships, fitness classes, massage, etc.
• Summer Fridays: half day or work on Fridays from Memorial Day to Labor Day

• Parental Leave: 16 weeks of paid parental leave
• Fertility Care: Access to fertility care support through Kindbody, 20% of all services, regular copays apply.
• Additional Coverage: Life and disability coverages
• Employer-Paid Life and AD&D: Basic life Insurance so you and your loved ones are covered in case something happens.
• Employer-Paid Short Term Disability Insurance: If you’re disabled from illness or injury for a short period of time, this policy will make sure you’re financially covered up to $1000/week, so you can focus on getting better.
• Supplemental Life Insurance: Offered to everyone on Justworks, this insurance policy gives you extra peace of mind, including automatic deduction

Part 3: A world-class culture you can thrive in:

• Flexible work environment: 70% of Healthie team members work fully remote and 30% work in a hybrid model from our New York City (Midtown) office
• Values-driven culture: No ego policy in line with our Core Values: Respect, Resilience, & Reliability
• Computer: A New MacBook is issued to all full-time hires
• Learning & Development: Up to $400 / each year
• Co-working Membership: Up to $300 / per month 
• Home Office Stipend: Up to $500 / every other year
• Open Vacation Policy: flexible paid time off in addition to 12 paid holidays throughout the year

Interview Process

Resume Review

• Round 1: Preliminary Interview – 15 minutes (Director of Talent)
• Round 2: HM Interview – 30 minutes (ClinOps Program Manager)
• Round 3: Group Presentation Interview – 45 minutes (Marketplace Team Members, Product Team rep)
• Round 4: Executive Interview – 20 minutes (Chief of Staff), 20 minutes (CEO)

Reference Check

Healthie participates in E-Verify.

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. 

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