ABOUT US
Galileo is a team-based medical practice working to improve the quality and affordability of health care for all. Operating across 50 states, Galileo offers high-touch, data-driven, multi-specialty, longitudinal care to diverse and complex patients—on the phone, in the home, and everywhere in between. Regional and national health plans, employers, and Fortune 500 organizations trust Galileo as the leading solution to improve population health. Founded by Dr. Tom X. Lee, the healthcare pioneer behind One Medical and Epocrates, Galileo is a team of leading innovators from healthcare, technology, and human-centered design. Our mission is to apply that talent and scientific thinking to transform society by solving our largest, toughest healthcare problems, while at the same time bringing patient and provider closer.
About the Role
Here at Galileo we believe that the visit, the consultation, the lab test is only the surface of healthcare, that the really exciting work is how we make the patient feel–how we take care of them, how we help them along their health journey. It's a responsibility held by every member of the team, and our Patient Support Teams are no different. We are a people business, one where relationships, excellence, and service reign supreme. We want to create truly delightful experiences, for those who may have never had them before.
The Director, Operations & Customer Support will be integral to the success of the Patient Support team as they help our patients navigate everyday barriers to care. You will support, drive, and expand the Patient Support team as they tackle these barriers 24 hours a day, 365 days a year through data-driven process optimization and implementation and by building up and guiding a team focused on service excellence.
We are looking for a creative visionary who loves building and running high performing teams, who loves creating and operating. Someone who wants to strive for excellence every day, who wants to define the standard every month, someone who feels enough is never enough.
If you are hyper focused on changing people’s lives, of clearing the way as they take control of their health, of creating special and unique experiences that defy people’s expectations of what healthcare administration can be - you belong at Galileo.
Here’s what you’ll do
- Define, operationalize and communicate a clear vision and strategy for patient support focused on empathy, compassion and care for the human experience, across a myriad of processes.
- Improve key metrics related to patient satisfaction, quality of support, and employee engagement through a focus on humanity, kindness and accountability at all levels, balancing quality with quantity and efficiency.
- Provide dynamic and creative leadership, coaching and development for our Patient Support Managers and the growing team of 60+ frontline support staff, helping them evolve into transformational leaders.
- Identify opportunities to scale and improve processes to meet the demands of company growth while maintaining high support standards, automating where possible while still preserving human touchpoints.
- Manage budgets, key performance indicators, schedules, and resources to achieve departmental and company objectives.
- Optimize productivity through data-driven insights and key partnerships across the organization.
- Partner with other leaders to ensure exceptional patient experience across all touchpoints, representing the needs of the patient support function and contributing to development of products, services, and strategies.
- Model and cultivate a highly collaborative "One Team" culture where support staff feel empowered, heard and invested in company mission and values.
- Promote strong communication, shared learning, and community.
About You
Even the best doctors can’t provide high quality care when patients are facing unresponsive staff, claim denials, and opaque coverage, so we would love to hear from you if you have the following or equivalent experience:
- 5+ years managing 24/7 support teams, call centers or related experience with a track record of scaling organizations and improving key metrics through a hospitality lens.
- Patient-centric, service excellence mindset with a focus on and understanding of the needs of people facing health issues or crises and the ability to translate empathy and care into workable strategy, and vision.
- Experience in customer service excellence industries and environments known for raising the bar, supporting sensitive client needs and navigating the relationships between institutions and individuals.
- Exceptional leadership, communication, and people management skills, with the ability to motivate and develop employees at all levels while balancing care for people and outcomes.
- Ability to take the daily tasks of a high volume support team and craft them into enjoyable, valuable, and impactful processes for frontline workers.
COMPENSATION RANGE $150,000 - 190,000 based upon prior experience, performance, and market dynamics
Benefits
- Medical / Dental / Vision insurance
- Flexible Spending Account
- Health Savings Account + match
- Company paid STD/LTD, AD&D, and Life insurance
- Paid Family Leave
- 401K + match
- Paid Time Off
Travel Requirements
- Occasional travel most of the year - on average monthly travel to NYC-based HQ plus occasional on/offsites or other training/workshops.
- Periodic high travel- during new market launches, frequent travel will be necessary to prepare the market to open, but travel will subside post-launch once handed over to local leadership.
#WA-1
HOW WE HIRE
Galileo Health is an equal-opportunity employer and welcomes applicants from all backgrounds.
We have recently become aware of the fraudulent use of our name on job postings and via recruiting emails that are illegitimate and not in any way associated with us. We will never ask you to provide sensitive personal information as part of the recruiting process, such as your social security number; send you any unsolicited job offers or employment contracts; require any fees, payments or access to any financial accounts; and/or conduct text-only interviews. If you suspect you are being scammed or have been scammed online, you may report the crime to the Federal Bureau of Investigation and obtain more information regarding online scams at the Federal Trade Commission.
United States
