Wellist partners with healthcare organizations that truly care about the patient experience to personally guide families to the support they need - from non-medical support services, to client resources and information, and personal social support. Our patient and caregiver engagement programs amplify the compassionate care delivered by front line staff to drive patient satisfaction, optimize staff productivity and address barriers to adherence across the care continuum.
Wellist’s outstanding contributions have been recognized by organizations including MassTLC (Most Innovative Technology of the Year – Healthcare), Rock Health (Top 50 in Digital Health honoree, Diversity Leadership), American Business Awards (Company of the Year, Silver Stevie – Health Products and Service) and BostInno (50onFire, Health and Medicine winner).
About the Role:
The Operations and Process Improvement Lead is responsible for defining, designing, and implementing the next-gen processes, tools, and metrics to enable our ability to grow our Vetted Support Directory at scale. The Support Directory team is responsible for creating and maintaining our proprietary database of hyperlocal support services. This critically important position ensures Wellist can continue providing patients with timely, accurate, and complete information on the support available to them.
Understand and map current-state processes and business requirements: Develop documentation and understanding of current processes, tools and operations for a key division which creates vast amounts of content daily.
Drive key business-level decisions through improved operations: Utilize available data to define success for the Support Directory team. Develop/update relevant reporting and analytics capabilities and collaborate with organizational leaders in Patient Support, Product, Client Success, Engineering etc. on strategic decisions (e.g., product/tooling enhancements, service landscape expectations, product algorithm improvements and upgrades, client onboarding velocity and strategy).
Develop and implement next-gen operations: Identify, test, and deploy necessary upgrades to improve Support Directory team efficiencies, satisfaction, quality, and effectiveness.
Build required trainings for adoption of improved operations: Develop training materials and programs for adoption by the Support Directory team. Measure impact and make iterative improvements as required.
What We Need from You:
Strong Technical Understanding: Knowledge of how technical products work. Experience with Amazon Connect, Zoho and Tableau a plus.
Excellent Communication Skills: Able to communicate with colleagues across time zones to ensure success. Both verbal and written communication skills.
Attention to detail: Delivers work that is accurate and complete, considering both current and future state inputs.
Efficiency and Pragmatism: Can quickly get up to speed and ask questions, see the full picture (vs. drowning in details) and able to recommend and implement changes that are practical for a small organization.
Why work here:
A meaningful mission: Join a team passionate about making a difference in the daily lives of patients and families.
Outstanding benefits: Taking care of ourselves is important for taking care of others. Excellent medical and dental insurance coverage, life & disability insurance, up to 3 weeks of PTO and a generous parental leave policy.
Opportunities to develop your career: This position reports directly into our CEO. Grow your resume with a Series A stage healthcare startup by directly supporting the operations and growth of the organization.