Director of Care Concierge
4 weeks ago
Your health is not one thing; it's everything, and when it comes to hormonal health no two people are exactly the same. We built Allara to provide effective solutions and consistent 1:1 medical support for the countless women who felt unheard, rushed, or overlooked in traditional care models. Allara is not just one appointment-or three, or ten-it's a long-term plan with real access, attention, and understanding, where our care teams can drive solutions and manage your needs over time. We're listening to you, and your body, so you can live your healthiest, fullest life.
About the role:
We're looking for a dynamic and compassionate individual to lead and scale our Care Concierge team, which owns patient care coordination and provider support across Allara's platform. This role will be the senior leader responsible for delivering exceptional customer and provider experience at Allara and designing our model to scale across significant growth. Your primary focus will be on providing leadership and direction for our Concierge Team and centering an excellent experience and high quality performance at the center of the team's daily operations. This role requires a strong and unique blend of leadership, strategy, analytics, healthcare knowledge, and exceptional communication skills. This is a high-impact role with the opportunity to grow and shape a critical business function. This role will report to the Director of Clinical Operations.
This position can be based in New York or Remote.
Key Responsibilities:
- Provide leadership on the direction and growth of the entire Concierge Team
- Directly supervise the Manager, Concierge who supports a team of ~15 indirect reports and growing
- Represent Concierge needs on organizational leadership meetings and planning initiatives
- Overall responsibility for setting and achieving Concierge goals and outcomes
- Strategic growth planning, modeling and forecasting:
- Align Concierge resourcing needs with overall Allara growth models
- Continually innovate ways to gain efficiencies by streamlining or automating processes and / or reducing task generation at the root cause
- Partner with Clinical and operations leadership to ensure Concierge team is meeting the support needs of our growing provider network, including scheduling efficiency, visit and charting support, and optimizing external partnerships for labs, radiology, etc.
- Design and continually monitor metrics and goals for the Concierge team in critical areas, innovating on process and tooling to scale our operation without compromising in quality. Key metrics include areas like:
- Concierge member productivity
- Message and issue response and resolution times
- Member and provider satisfaction scores
- Provide strategic vision on external partnership development to benefit care coordination needs at Allara
- Partner with our product and engineering teams to define system requirements to build out our practice management and customer support functions to scale
- Keep the patient experience at the heart of what we do and advocate for any patterns amongst patient needs:
- Proactively identify ways to improve the patient clinical experience
- Track patient messaging patterns and suggest solutions
- 5+ years of experience leading customer support/ practice management functions within a healthcare setting; with a strong preference for telehealth and startup experience.
- Proven track record in a leadership role within a customer-facing environment, preferably in the healthcare or telemedicine industry.
- Strong understanding of telemedicine practices and the healthcare landscape.
- Excellent interpersonal and communication skills, with a focus on empathy and active listening.
- Exceptional problem-solving abilities and the ability to make critical decisions under pressure.
- Demonstrated ability to motivate and develop team members to achieve their full potential.
- High level of detail orientation and proficient in analytic thinking
- Ability to manage multiple priorities and work independently in a fast-paced environment
- Compensation: Base salary + Equity
- Medical/Dental/Vision
- 401(k)
- Unlimited PTO
At Allara, we believe in celebrating everything that makes us human and are proud to be an equal-opportunity workplace. We embrace diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better we can serve our members. We're an Equal Opportunity Employer and do not discriminate against candidates or patients based on race, color, gender, sexual orientation, gender identity or expression, age, religion, disability, national origin, protected veteran status, or any other status protected by applicable federal, state, or local law.
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