Head of Revenue Operations at Stork Club - Stork Club｜Meet.jobs

About us

At Stork Club, our mission is simple - we want to give everyone the ability to have a family. We’re building a next-generation maternity benefits platform that helps mid-large enterprises drive better clinical outcomes for their employees, attract top talent, and reduce their largest area of healthcare cost (~$130B per year).

We’re a well funded startup, raising a $30M Series A led by General Catalyst earlier this year - and we’re growing quickly. Trusted by leading employers, Stork Club exited the last year with 5x growth and we are just getting started.

We’re looking to expand our Care Navigation team. If you share our drive to rebuild health insurance from the inside out, solve complex problems that don’t come with a playbook, and get energized by building as you go -- let’s talk!

About the role

Stork Club is seeking a Head of Care Navigation who has the perfect combination of managerial excellence as well as operational and strategic experience. We’re looking for someone who is passionate about patient support and building out teams, systems, policies, and processes that benefit members; a creative problem solver and who can come up with solutions to both short term and long term problems. The best candidate is someone who is passionate about customer service, loves people management and fostering talent, and has a track record of building and scaling patient support.

Healthcare contracting experience is preferred, but it's most important that candidates are experienced at owning problems end-to-end and excited to tackle all of the challenges inherent to figuring things out at an early-stage startup.

Responsibilities

• Lead, inspire, coach, and develop a team of Care Navigators to deliver top-quality member support
• Serve as a visible, passionate, and enthusiastic champion of Care Navigation efficiency and member experience improvement projects
• Execute day-to-day management duties including monitoring performance, providing feedback, managing Care Navigator scheduling, case QA, etc.
• Serve as a solutions oriented leader for cases that are escalated by members and Customer Success teams
• Make long-term, data-informed decisions about workforce planning, team performance, and department budgeting
• Lead impactful strategic initiatives to scale the team and the team’s tools
• Seek out pain points and gaps and develop innovative solutions to drive performance
• Create, manage, and update templates, macros, and SOPs
• Collaborate with leadership in the development of a member-facing knowledge base
• Continuously support improving the Care Navigation’s team support platform
• Provide leadership in planning, promoting, and executing on improvement initiatives and strategies in partnership with senior leadership
• Develop clear and scalable policies and processes for the team
• Work collaboratively and cross-functionally to ensure that stakeholders are informed about processes and changes

About you:

• 3+ years working in a customer, patient, or provider relations role in a fast-paced environment
• Comfortable using CRM systems such as Zendesk, Salesforce Service Cloud, Freshdesk, etc. Experience implementing and developing these systems is a plus.
• Metrics-oriented and experience using data to make decisions and evaluate team performance
• Experience creating and analyzing reports related to utilization, performance, caseload, etc.
• Track record of building and scaling customer support teams
• Excellent strategic communication skills (verbal and written)
• Highly collaborative and experienced working cross-functionally across multiple teams
• Prior experience in a healthcare environment preferred