Director - Health Plan - Customer Experience

November 27

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Firefly Health

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virtual primary care • telehealth • telemedicine • health coverage • health plan

51 - 200

💰 $40M Series B on 2021-04

Description

• Be a part of the team building the future of healthcare! • Firefly Health is building a revolutionary new type of comprehensive health "care and coverage,” powered by a relationship-driven care team, a trusted virtual and in-person clinical network, and our proprietary technology platform. • Founded by experienced clinicians and technology leaders, Firefly Health is on a mission to deliver clinical and financial health through joyful, always there care. • We are intensely focused on optimizing the physical + mental + financial wellbeing of those who want (and deserve) something better than the status quo. • We are seeking a dynamic and customer-focused Director, Health Plan - Customer Experience with a passion for enhancing member and provider experiences in order to improve healthcare delivery, outcomes & cost. • This individual contributor role will focus on defining, monitoring, and improving KPIs that measure customer experience, identifying and implementing new processes and systems to elevate customer satisfaction, and collaborating with external-facing teams to provide them with the processes and training they need to succeed. • You will play a critical role in ensuring our operations are prepared to support a growing and diverse customer base, leveraging your data analytics and process improvement expertise.

Requirements

• 7+ years of experience in health plan operations, customer experience, or a related role, preferably within a value-based care, TPA, or care navigation company. • Background in tech-enabled, early-stage companies with a focus on delivering exceptional customer outcomes. • Proven track record of defining and achieving customer experience KPIs in operational roles. • Strong data analysis skills, with experience in tools like Looker, SQL, and Zendesk (or equivalent systems). • Excellent interpersonal and communication skills, with a demonstrated ability to work collaboratively across teams and influence without authority. • Detail-oriented and data-driven, with a passion for improving customer experiences through operational excellence. • Ability to balance strategic thinking with hands-on execution in a fast-paced environment. • Familiarity with customer ticketing systems (e.g., Zendesk) and operational analytics tools (e.g., Looker, Tableau). • Advanced proficiency in Microsoft Excel; experience with other data management tools is a plus.