Rx Redefined Hiring for Head of Customer Success Job at Asheville, NC Full Time

Rx Redefined is a platform that allows physicians to directly manage the distribution of medical supplies to their patients, connecting the continuum of care and improving access. Rx Redefined is growing and we are looking for individuals who want to positively impact the lives of others and have the desire to constantly challenge the status quo of health care. At Rx Redefined we value our people, transparency, dedication and hard work through a patient first mentality. Join our team to change the way people look at healthcare.

Job Summary

The Head of Customer Success is responsible for leading our Order Intake team. The OI team is located in Arroyo Grande, CA with plans to expand with a second location in Asheville, NC. Experience managing and developing an early-stage customer support team and/or building an expansion office is desired. Regular travel between Arroyo Grande, CA and Asheville, NC is required.

Department

Revenue Cycle

Reports to

VP Business Operations

Supervisory Responsibilities

This role will have direct reports and be responsible for mentoring, managing performance, delegating workload, and be involved in the recruitment process.

Duties/Responsibilities

Team Management

• Manage team across multiple locations/geographies to meet company goals and objectives
• Coaching and development of team members for current and future roles
• Train and mentor new hires, and monitor adherence to best practices for whole team
• Proactively determine needs for staffing and organizational structure to support company growth and strategy goals

Operational Management

• Design and utilize metrics and targets to pinpoint and address performance opportunities and fine tune operations
• Develop benchmarks for call performance success and regularly co-listen on patient interactions for team and individual coaching purposes
• Solve for market, team or customer challenges by deploying a methodology that includes discovery, planning, documentation, implementation and adherence
• Oversee and evolve standard operating procedures (SOP) for patient management and customer relations
• Develop daily and weekly reporting, and provide regular updates to the leadership team on achievements and challenges

Required Skills/Abilities

• Operates with a high level of patient empathy while strategizing on how to improve patient outcomes within Rx Redefined constraints
• Excellent communication, both visual and verbal, with an ability to adjust communication for patients, team, and leadership levels
• Keen decision-making ability even in ambiguous situations; able to fail and learn quickly to drive improvements
• Approaches problem solving with curiosity; seeks to deeply understand issues in order to provide thoughtful solutions; impeccable attention to detail to ensure solutions are complete
• Systems thinker with strong project management skills
• Motivating team coach and is able to drive change through the team; dedicated to professional development of the team

Education and Experience

• 3-5 years of managerial experience in customer service/call center environment
• High-growth company/start-up experience preferred
• Healthcare experience preferred
• Cross-functional project management experience preferred

Physical Requirements

Work Environment

This role routinely travels and is comfortable in a variety of methods of transportation. This is largely a sedentary role, with most of the duties performed on a computer or phone. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer
• Answer multiple emails and phone calls per day
• Must be able to lift up to 15 pounds at times
• Move throughout the office or workspace when needed

At Rx Redefined, we believe that our people are our greatest asset. We offer unlimited paid

time off, healthcare benefits, 401k, and an opportunity to be a part of a fun, supportive, and growing

team.

Job Type: Full-time

Pay: $80,000.00 – $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Ability to commute/relocate:

• Asheville, NC: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location