About the Role:
- Implementation & Onboarding
- Direct the implementation of virtual cardiology solutions for primary care partners, hospitals and health systems, and payer clients.
- Develop repeatable and scalable processes that meet client and regulatory requirements
- Partner with Clinical, Product, Engineering, Data, Security, Legal, and Operations teams to ensure seamless integration into existing and development of new workflows and technical systems.
- Partner with the team to drive training programs for clinicians and staff to ensure effective adoption of virtual cardiology tools.
- Customer Success
- Design and execute a customer success strategy that promotes improved patient outcomes, provider efficiency, and long-term organizational partnerships.
- Lead Customer Success Managers in building trusted relationships with healthcare partners, ensuring renewal, expansion, and satisfaction.
- Establish KPIs for clinical adoption, utilization rates, and patient/provider experience.
- Act as an executive sponsor for strategic healthcare clients.
- Issue Management & Escalation Handling
- Establish a structured process for clinical and operational issue resolution, ensuring rapid triage and root-cause identification.
- Lead escalation management for mission-critical healthcare services, ensuring minimal disruption to patient care.
- Develop transparent communication protocols with clients during critical incidents, maintaining trust and confidence.
- Provide feedback loops to Product, Clinical, and Engineering teams to continuously improve the patient and provider experience.
- Leadership & Strategy
- Build and mentor a high-performing team of implementation specialists, customer success managers, and issue resolution leaders.
- Align departmental objectives with organizational goals of advancing virtual cardiology and improving cardiovascular health outcomes.
- Partner with Product and Clinical leadership to bring forward customer insights that inform product innovation and clinical best practices.
- Represent the company with healthcare executives, medical directors, and operational leaders as a trusted strategic advisor.
About You:
- 12+ years of experience in healthcare leadership roles, with a focus on implementation, customer success, or clinical operations.
- 7+ years in executive or senior management roles in health technology, telehealth, or digital health.
- Strong knowledge of healthcare delivery systems, cardiology workflows, and regulatory requirements (HIPAA, CMS, value-based care models).
- Experience leading escalations and issue resolution in clinical environments where patient safety and continuity of care are paramount.
- Demonstrated ability to build scalable customer operations in a high-growth, mission-driven healthcare organization.
- Exceptional leadership, communication, and relationship management skills, particularly with physicians, health system executives, and clinical staff.
Top Skills
What We Do
Heartbeat Health is a venture-backed health tech startup in New York. We are working to deliver the most effective, efficient, and engaging virtual heart care in the world. By 2030, over 40% of the US population will have heart disease, with direct and indirect costs approaching $1 trillion USD. Heart disease may be the most important health crisis we confront in our time.
Heartbeat addresses this problem via virtual cardiology services that include diagnostic interpretation, telecardiology, and procedural referrals to bring virtual-first care to cardiology, and improve the outcomes and efficiency for cardiac patients.
Our team consists of passionate and proven physicians, engineers, scientists, designers, and founders attacking this problem from first principles, applying human-centered design, and developing evidence-based AI to solve this global issue. We collaborate with the American College of Cardiology, and we have been recognized as one of the 150 most promising digital health startups by CB Insights. We recently closed our Series B funding and are backed by Echo Health Ventures, Optum Ventures, DaVita Venture Group, .406 Ventures, Kindred Ventures, Lerer Hippeau, Designer Fund, and Max Ventures. We’ve been featured in TechCrunch, CNBC, Fast Company, and Forbes.
Why Work With Us
We are revolutionizing the way cardiovascular care is delivered and you can be part of that journey!
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