About Tomorrow Health

At Tomorrow Health, we are reimagining the future of home-based care. We focus on improving the way individuals and their families manage home medical equipment and supplies. Our company is led by repeat founders who have built $3+ billion dollar businesses in healthcare and e-commerce, with institutional backing from Andreessen Horowitz and other VCs and founders. We know the incredible impact that each early hire can bring, and we’re looking for instrumental additions to our small, focused team.

We believe that a team’s strength is in its people. Our goal is to raise the industry standard for patient experience, and we realize this cannot be achieved without a team that reflects the vast diversity in race, ethnicity, gender, sexuality, and set of experiences and perspectives of the patients we serve. We believe in putting patients first, that many perspectives are stronger than one, and in treating those we serve just as we would our own family members. If you’re passionate about improving healthcare delivery, leveraging technology to serve people, and working in a collaborative, diverse environment, we hope you’ll join us.

About the team

Tomorrow Health’s Operations team is responsible for the full successful end to end order experience for all Tomorrow Health stakeholders, including patients, caregivers, providers, and DME suppliers. The Operations team consists of patient experience, prescription review, routing, and fulfillment.  The Operations team partners with the Business Development and Technology teams to ensure patients get the right products at the right time. They are responsible for delivering a best in class experience, while balancing complex operational variables.

About the role

We are currently looking for a Training and Content Manager who will be the owner and facilitator of our Operations onboarding program and ongoing training. Reporting to the Head of Customer Experience, this person will strive for a best in class patient experience by equipping Operations team members with the training and resources they need to thrive in their daily functions. With support from the Training Specialist, here are some examples of work you will take on over the next 3-9 months:

  • You will create and implement a structured and engaging Operations onboarding program, focusing heavily on deep content understanding and systems fluency. 
  • You will spearhead an ongoing training program that both prepares for new implementations and product launches, targets areas of improvement, and fosters talent development.
  • You will design an intuitive content management system for tracking our SOPs and job aids, including the maintenance of our knowledge management tool. 
  • You will own the communication systems for Operations, Product, and Tech relaying updates, reminders, and training plans to internal and external stakeholders.
  • You will integrate data and reporting into our training and content management programs, to make informed decisions and measure success.
  • In partnership with Team Leads and Operations Specialists, you will participate in a Quality Improvement program that ensures we are achieving our goals.
  • You will view the patient experience as a measure of our success, building best practices and closing performance gaps. 
  • You will build trusted, collaborative relationships with Operations team members to continually listen and learn from one another.
  • You will be responsible for critical KPIs including: speed to productivity, knowledge management utilization, and classroom engagement

About You...

  • You make learning fun, feel comfortable presenting to groups, and curating the right material for particular audiences.
  • You have experience building agile training activities that reinforce learnings and accommodate various learning styles, and optimized for remote learning settings.
  • You are an impeccable communicator, both verbally and written, crafting messages for specific audiences and being selective over the appropriate channel.
  • You have experience equipping other trainers and sharing your knowledge them (train the trainer)
  • You leverage data to make informed decisions.
  • You have a track record of fostering a culture of learning and development.
  • You understand the connection between effective training and excellent customer service, as well as business success.
  • You believe deeply in the idea that the future of healthcare can be significantly better and is driven by the opportunity we have in front of us to make it a reality
  • You have a track record of continual learning and improving throughout your career
  • You strive for operational excellence and know that there is always room to do better

How we work

We have designed & built our culture around a set of core values. We look for candidates who embody those values and will help bring them to life through their work. As part of the interview process, we share those values with candidates and actively search for people who will thrive in our environment. At a high level, our values are:

  • Fight like hell for patients
  • Change the system from within
  • Report to the goal
  • Be the catalyst
  • Work hard and work smart
  • Do more with less
  • Assume best intent
  • Aim high and dream big

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