Description

About BioIntelliSense

BioIntelliSense is ushering in a new era of continuous health monitoring and clinical intelligence for Remote Patient Monitoring (RPM) and Screening (COVID-19/Infection). Our medical-grade Data-as-a-Service (DaaS) platform seamlessly captures multi-parameter vital signs, physiological biometrics and symptomatic events through an effortless patient experience. The FDA-cleared BioSticker™ and BioButton™ devices make remote monitoring and early detection simple. Through the platform’s advanced analytics, clinicians, patients, and employers will now have access to high-resolution patient trending and reporting to enable medical grade care at home, and medical grade screening in the office, school, or residence. For more information on how BioIntelliSense is redefining remote patient monitoring through medical-grade and cost-effective data services, please visit our website at BioIntelliSense.com. 

Our headquarters is located at the foothills of the Rocky Mountains near historic Golden, Colorado with an additional office located in Northern California (Redwood City).

About the Role 

The Director of Customer Care is responsible for providing our customers with exceptional service and support 24 hours a day, 7 days a week. We are looking for an experienced customer experience professional with a mix of business acumen, technical savvy, cross-functional execution, and high emotional IQ. The position is expected to make a significant impact on the way we listen to and respond to our customers, gather and analyze data, and share actionable insights with stakeholders. 

The Director of Customer Care will play a key role in defining and implementing a commitment to extraordinary service coupled with robust processes and modern IT/SW tooling. This position will equip the team to serve as our brand ambassador through initial client engagement and project implementation through order fulfillment and final acceptance. The position will also coach the team to serve as our steward of “post sales” technical support for our installed base of customers, including technology and channel partners. This person will work with cross-functional teams to address customer inquiries/complaints while ensuring that the team follows-up and manages technical support issues with urgency, attention to detail for accuracy and completeness, and correspondence in a timely and professional manner. This role will collaborate with key leaders in Sales, Marketing, Operations, R&D, Quality, and Regulatory to continue to drive best in class processes, as well as any subsequent improvement initiatives. This role requires substantial knowledge in customer service delivery, technical support, process development, team leadership, and supporting systems management.

• Lead and manage the domestic and international Customer Care Services team, including Tier 1 and Tier 2 technical support, and 3rd party specialty services
• Develop strategies that align with supply chain, operations, and sales objectives which result in high customer satisfaction and long-lasting relationships
• Develop service level standards focused on reducing response times, providing high customer satisfaction, and report on service metrics, including any customer feedback or trends in product or service issues
• Establish policies and procedures that produce high quality customer care delivery and that reflect industry best practices, ensuring continuous process improvement in processes and personnel development
• Manage resource decision-making and planning by aligning customer care activities and initiatives to support the goals and objectives of the organization
• Work with internal and external stakeholders to ensure optimal Customer Service and Technical Support through a proactive approach to problem-solving
• Create strategies, budgets, policies, and procedures to support the functional infrastructure
• Define staffing levels with coverage mapping and support model, establish a training program, create ISO compliant procedures
• Develop overall business plan, KPI measurements, and budget for all facets of the department
• Lead through coaching, performance management, and professional development ensuring a high level of engagement and productivity
• Participate in cross-functional teams/meetings as it relates to Customer Care and provide input
• Partner with Product Management and Clinical Training and Education to assure customer-facing and end user materials help lessen the need for customer care and technical support
• Work alongside Engineering to assure that customer use-cases are properly validated prior to Go-Live
• Develop and maintain website resources: knowledge base, FAQ, and self-help materials
• Develop and implement processes for identifying customer problems and solving them quickly and effectively or escalating as appropriate
• Use decision-making skills to manage a complex, rapidly changing operation
• Establish service levels and performance metrics for the department to implement solutions

Requirements

What We Are Looking For

• Bachelor’s degree in Business, Communications, Economics, or related field
• 10 years minimum of direct Customer Care and/or Technical Support experience with high technology products
• 5 years minimum of direct supervision/leadership experience
• Passion for providing exceptional customer service and delighting end users to help drive product/personnel/process improvements internally and boost net promoter scores externally
• Understanding of the healthcare industry, quality management systems, and compliance
• Familiarity with digital health technologies and remote patient monitoring applications
• Experience with Customer Care IT/SW systems (SFDC, ZenDesk, etc.)
• Experience and proficiency with: Strategy, process and tooling development and implementation; Triaging and prioritizing concurrent issues across workstreams; Data Management, analysis, charting, reporting; Championing process improvement; Managing change
• Ability to learn the business and build bridges between functions to advance company initiatives and priorities
• Must be a highly effective collaborator and exceptional communicator
• Holds self and colleagues to high standards; accepts responsibility and accountability for success and associated key decisions
• Continuous learning, improvement, and growth mindset; biased toward action, and committed to a quality driven approach
• Advanced analytical skills: demonstrated ability to troubleshoot complex problems and process/system issues
• Resourceful: Ability to prioritize and manage concurrent tasks across workstreams

Preferred:

• Master’s degree in Business (MBA) or related field
• Experience supporting clinicians as customers and patients as end users in acute care hospitals, ambulatory and outpatient centers, skilled nursing and long-term care facilities, and telehealth and hospital-at-home settings

Job Type: Full-time – Exempt

Salary Expectations: $125,000-150,000 total compensation (based on experience and location) 

Work Location: Golden, CO, Redwood City, CA or Remote

Estimated Travel: Ability to travel up to 10% of time

You're excited about this opportunity because you will…

• Join a fast-growing company and grow right along with us.
• Work on challenging and interesting tech problems which reshapes the future of healthcare.
• Get the chance to work on cutting-edge technologies and use world-class tooling to get the job done.
• Make a large impact across the company through business deliverables and continuous innovation.
• Opportunity to build solutions and organizations from 0 to 1.

Why You'll Love Working at BioIntelliSense

• We are leaders - Leadership is not limited to our management team. It's something everyone at BioIntelliSense embraces and embodies.
• We are doers - We believe the only way to predict the future is to build it. Creating solutions that will lead BioIntelliSense and healthcare industry is what we do - on every project, every day.
• We are learning - We're not afraid to dig in and uncover the truth, even if it's scary or inconvenient. Everyone here is continually learning on the job, no matter if we've been in a role for one year or one minute.
• We have great benefits - Medical/Dental/Vision/Life (at little to no cost to the employee), Disability (STD & LTD), 401(k) matching, 10 Paid holidays per year, generous vacation paid time off

**BioIntelliSense is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran, disability status or any other status protected under federal, state or local law.