Company Description

Founded in 2017, blockit is a leading healthcare software company transforming the industry by restoring the valuable connection between providers and their patients. Some of the largest and most reputable health systems use blockit’s cutting-edge SaaS solution for patient scheduling and closed-loop referral management. These health systems have meaningfully improved access to care for their patients, as evident from these examples:

At a large for-profit health system, ED referral follow-through rates increased from 25% to 82%
At a large not-for-profit health system, the time to schedule a patient in the call center dropped from 8 min to under 2 min.

By reducing administrative and technological distractions, the solution helps patients find the care they need seamlessly. blockit’s mission is to create a patient-centric journey that is easy to navigate for patients, advocates, community members, and healthcare providers.

Job Description

We are seeking a dynamic and experienced Vice President of Operations (“VP of Operations”) to join our executive team to drive operational excellence, scale operations, and ensure the delivery of high-quality products and services. This role requires a strategic thinker with robust leadership skills, a deep understanding of operational processes, and a commitment to exceptional client experience. The VP of Operations will oversee a dynamic team of implementation experts and client success professionals, ensuring seamless implementation of our SaaS solution while providing top-notch support to healthcare clients. Reporting to the CEO, the VP of Operations will collaborate with cross-functional teams to enhance operational efficiency, boost customer satisfaction, and drive the organization towards achieving critical business objectives.

Key Responsibilities:

Strategic Leadership
Develop and execute operational strategies aligned with the Company's growth objectives.
Collaborate with the executive team to define and achieve short-term and long-term goals.
Drive continuous improvement initiatives to enhance operational efficiency and effectiveness.
Stay abreast of industry trends, market dynamics, and the competitive landscape to inform strategic decision-making and drive innovation in client operations and success.
Operational Management
Oversee the daily operations of the Company, with an emphasis on customer support, and service delivery.
Implement and optimize processes to ensure scalability and sustainability.
Develop and monitor key performance indicators (KPIs) to measure the effectiveness of client operations and success initiatives, and take corrective actions as needed.
Team Leadership
Build, lead, and mentor a high-performing client operations and success team.
Foster a culture of collaboration, accountability, and continuous improvement.
Ensure the team is aligned with the Company’s vision, mission, and values.
Collaborate with sales, project management, product, and support teams to ensure seamless client onboarding and ongoing support.
Customer Focus
Ensure the delivery of exceptional customer service and support.
Collaborate with the sales and marketing teams to understand customer needs and improve customer satisfaction.
Cultivate and sustain robust client relationships by understanding their goals and formulating effective strategies to meet their needs.
Develop and implement strategies to enhance client satisfaction, retention, and expansion.
Serve as the primary point of contact for executive-level client stakeholders, providing strategic guidance, resolving escalations, and ensuring overall client satisfaction.
Monitor and analyze client feedback to identify areas for improvement and drive product enhancements.
Financial Management
Develop and manage the operational budget, ensuring cost-effective operations.
Monitor financial performance and implement measures to improve profitability.
Collaborate with the finance team to ensure accurate forecasting and reporting.
Compliance and Risk Management
Ensure compliance with healthcare industry regulations and standards.
Implement risk management strategies to mitigate operational risks.
Stay abreast of industry trends and regulatory changes.

Qualifications

Skills and Abilities:- MUST HAVE HEALTHCARE TECHNOLOGY EXPERIENCE

Strategic Mindset: Focus on driving results, fostering innovation, and continuously improving processes and practices.
Healthcare Expertise: Deep understanding of healthcare industry-specific processes, particularly scheduling and referral workflows, EMRs, PMs, compliance, and standards.
Servant Leadership: Embrace servant leadership to empower team members, fostering a culture of collaboration, empathy, and trust.
Technical Acumen: Strong technical skills, with the ability to configure and troubleshoot technical issues.
Customer Commitment: Unwavering commitment to exceeding customer expectations, demonstrating innovative thinking to enhance client experiences.
Analytical Capabilities: Strong analytical skills to interpret data and support client strategy and ongoing initiatives.
Communication Skills: Excellent communication, interpersonal skills, negotiation, and problem-solving abilities, with the ability to effectively collaborate and influence stakeholders at all levels

Education and Experience:

Bachelor's degree in Business Administration, Healthcare Management or related field preferred.
10+ years of experience in client operations, client success, or related roles working in a SaaS, healthcare technology, or healthcare B2B environment required.
7+ years in a leadership role with a proven track record of driving operational excellence and client satisfaction within a healthcare organization.
Extensive experience in healthcare technology, including familiarity with standards such as HL7 and FHIR, reflecting a deep understanding of the industry's EHR, EMR and API intricacies.
PMP Certification, Lean Six Sigma or additional project management certification is preferred.
Experience working in a startup environment is desirable.

Additional Information

Company Culture and Success Factors:

Collaborative team players with strong critical thinking and problem-solving skills
Leadership presence with an ability to engage and influence key stakeholders across the organization and make an impact
Thought leaders that cultivate a culture of out-of-the-box thinking and innovation
Self-driven and motivated with a desire to succeed in a fast-paced, changing environment
Team collaboration is encouraged to build strong meaningful relationships, while freely exchanging thoughts and ideas
High emotional IQ with an ability to stay calm under pressure
Keep a learning mindset, while recognizing failures and celebrating successes
Possess solid data and insights-driven business acumen

What We Offer:

Opportunity to shape and deliver cutting-edge healthcare technology
Competitive compensation package
Comprehensive health and wellness benefits
401K and Matching
Generous PTO policy
Cultural focus on work-life balance
Vacation expense reimbursement
Flexible hybrid and remote work options
Opportunities for professional development and training opportunities
Opportunity to make a significant impact on patients across the country

All information will be kept confidential according to EEO guidelines.

Job Location

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Vice President Operations