Operations Architect | Customer Service

Akido is rebuilding the healthcare experience from the ground up. Through early interventions designed around social determinants of health (SDoH), world-class care focused on chronic disease, and human-centered technology, we believe we can build a healthcare model that allows for all patients to live their fullest lives. We are a fast-growing, impact-focused, Y Combinator company created out of the University of Southern California's D-Health Lab with the idea that empowering government, healthcare, and nonprofit services with population-based data could help usher in a new era of preventive public health. Today we are building a full stack medical network that leverages our predictive capabilities to provide a frictionless experience for both our patients and care providers.

The Opportunity

We are seeking an Operations Architect to join our team. This role is crucial for enhancing our communication systems and streamlining business operations. You will work hands-on at the intersection of technology and business, ensuring our telephony infrastructure and internal business processes are efficient and effective.

What you'll do

• Design, configure, and maintain our interactive voice response (IVR), phone, and call center systems to ensure a seamless customer experience.
• Develop and generate comprehensive reports from telephony platforms to provide actionable insights into call volumes, agent performance, and customer interactions.
• Generate dashboards and reports to help clinic teams manage their clinics to key performance indicators (KPIs).
• Collaborate with stakeholders across departments to understand business processes, identify pain points, and propose solutions for improvement.
• Reengineer and optimize business workflows, leveraging telephony capabilities and other tools to enhance efficiency.
• Coordinate digitization efforts, working with clinics, scanning vendors, and the indexing team to ensure smooth document management.
• Test and troubleshoot telephony configurations and process changes to ensure accuracy and functionality.
• Provide training and support to end-users on new telephony features and process updates.
• Research complaints and coordinate with Clinic and Call Center Teams.
• Stay current with industry best practices and emerging technologies in telephony and business process management.
  
  

Who you are

• Proven experience in configuring and managing telephony systems, including IVRs, call routing, and reporting functionalities.
• Strong understanding of business process analysis and reengineering methodologies.
• Ability to translate business requirements into technical specifications for telephony solutions.
• Proficiency in data analysis and reporting, with the ability to extract meaningful insights from large datasets.
• Excellent problem-solving skills and a keen eye for detail.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical teams.
• Ability to manage multiple projects simultaneously and prioritize tasks in a fast-paced environment.
  
  

Benefits

• Stock-options package
• Health benefits include medical, dental and vision
• 401K
• Long-term disability
• Unlimited PTO
• Life insurance
• Paid Leave Program
  
  

Salary range

$85,000—$115,000 USD

Akido Labs, Inc. is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.