ABOUT WELL HEALTH
Our Mission: Make healthcare the gold standard in customer service.
What We Deliver: WELL™ Health is a SaaS digital health leader in patient communications and the 2021 Best in KLAS winner in Patient Outreach. WELL Health’s intelligent communications hub is the only two-way digital health solution engaging patients throughout their entire care experience. WELL Health enables conversations between patients and their providers through secure, multilingual messaging in the patient’s preferred communications channel: texting, email, telephone, and live chat. By unifying and automating disjointed communications, WELL Health helps healthcare organizations drive more patient visits, build exceptional patient loyalty, and reduce staffing costs, frustration and turnover.
Our Impact: WELL Health helps 200k+ healthcare providers facilitate more than 1 billion messages for 30+ million patients annually.
Our award-winning culture: In 2021, WELL Health was named #10 on the Forbes list of America’s Best Startup Employers and was also recognized as one of the Best Midsize Companies to Work for in Los Angeles by Built In LA. Additionally, WELL Health is proud to recently be named #484 on the Inc. 5000 list of fastest growing private companies, and #133 on Deloitte’s 2021 Technology Fast 500. In 2020, WELL Health was named among the Best Places to Work by Modern Healthcare.
SUMMARY
WELL Health is looking for an executive leader to grow our world class Professional Services Organization. You will report directly to our CRO. You will oversee WELL’s Project Management Organization and Client Education Team to drive delightful delivery of WELL’s product portfolio. As a process driven leader, you will work collaboratively to ensure maximal value delivery; setting clients up for ongoing success with a strong foundation and continuous education. You will be accountable for service delivery success measured by the time to value add, client satisfaction and key financial metrics.
RESPONSIBILITIES
- Meet (or exceed!) an average time to revenue target of less than 90 days.
- Maintain industry leading client satisfaction while meeting P&L financial metrics.
- Work collaboratively to ensure that delivery and training models meet business needs.
- Ensure project management methodology is aligned with the project deliverable goals.
- Engage with key client stakeholders at an executive level, capturing and sharing the voice of the customer during the delivery phase of the client life cycle.
- Hire top talent, ensuring that PSO structure supports WELL’s business needs.
- Continuously drive improvements in all areas that impact a client’s implementation and training experience; including product enhancements, project delivery methodologies, customer engagement models and training strategies.
- Build delivery + training pricing and packaging to power effective delivery of WELL’s products at scale.
REQUIREMENTS
- Bachelor’s degree from an accredited university; MBA preferred.
- 10+ years of experience leading SaaS services teams.
- Strong background in scaling venture-backed SaaS companies.
- Adapt quickly to new technology, new processes and procedures, and standards in an environment of continuous improvement.
- Proven track record of meeting and exceeding professional services financial KPIs.
- A successful track record of running a complex Services organization, including team building, organizational development and driving positive mindset and cultural changes. Skilled and methodical in identifying and growing the next level leadership and talent. Comfortable and savvy working across multiple cultures.
- A strong track record of the ability to streamline process and drive process standardization and repeatability, including aligning cross-functional stakeholders. Great ability to work collaboratively with all levels and functions within a company.
- Strong business and financial acumen. Skilled in planning, organizing, prioritizing, negotiating, and communication. Excellent verbal and written communication and customer facing skills. Highly articulate, with excellent writing and presentation skills.
- A proven record of hands-on involvement in project implementation and delivery. Extensive experience in the software or process industries. Attention to detail and process with sound financial management skills.
- Must demonstrate sound judgment, and be self-directed, highly motivated. Results driven. Detail oriented. Strong analytical and problem solving skills: outcome driven and solution focused.
BONUS
- Healthcare industry knowledge preferred; payor or provider side experience.
LOCATION
WELL is headquartered in Santa Barbara, CA. This role is remote friendly to anyone currently based in the United States. #LI-Remote
WORKING AT WELL
- Fantastic company culture – frequent Zoom company events (Lunch & Learns, trivia, yoga, etc.) and daily fun brought to you by many creative Slack channels.
- Employee equity groups – 11 groups available for all to join. Black & Latinx, Women, LGBTQ+, Disability, and many more!
- Learning and development – frequent events and tools available to help our employees #PursueGrowth.
- Career mobility – we promote from within and have opportunities for employees to transfer between teams.
- Santa Barbara office perks – dog-friendly office, healthy (and unhealthy) snacks, Kombucha and beer on tap, light-filled space, standing desks, and the occasional taco truck.
- Company perks and benefits – MacBook Pro provided, unlimited PTO, generous equity package and full health benefits (medical, dental, and vision).
Interested in learning more? Please visit our LinkedIn page or our Life at WELL Instagram (@wellhealthinc). To hear firsthand what it’s like to work at WELL, please view this team video.
Committed to Diversity, Equity, and Inclusion
WELL Health is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at WELL are based on strategic business needs, job requirements and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexuality, national origin, age, disability, genetics or any other protected status.
With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. WELL Health is committed to leveling the playing field, and we encourage you to apply for positions even if you do not meet 100% of the criteria. We would love to connect with you and see if you would be a great fit for our role!
We’re dedicated to creating an inclusive, equitable, and diverse workplace, where everyone feels safe to be themselves and diversity is a strength. WELL is committed to providing employees with a work environment free of discrimination and harassment; WELL will not tolerate discrimination or harassment of any kind.
Candidates should be aware that WELL Health currently maintains a policy requiring all employees (Resident, Mobile and Remote) to be fully vaccinated. New employees should be fully vaccinated by their start date. WELL Health is an equal opportunity employer, and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.