Head of Customer Support Operations - BrainCussion - Leading Industry Pay

We are in search of a hardworking Head of Customer Support Operations - BrainCussion to join our elite team at Scan.com in Atlanta, Georgia, United States.
Growing your career as a on_site Head of Customer Support Operations - BrainCussion is an exceptional opportunity to develop valuable skills.
If you are strong in emotional intelligence, adaptability and have the right initiative for the job, then apply for the position of Head of Customer Support Operations - BrainCussion at Scan.com today!

We’re Scan.com, the digital health scale-up that gives patients and physicians simpler, faster access to medical imaging.

At the heart of Scan.com lies a different way of doing things: empowering patients to make financially smart decisions, enabling live scheduling for patients and providers, and easing clinician workloads through AI. It’s our mission to make medical scans accessible to all.

You’ll be joining us at an exciting time - we’ve recently launched our physician marketplace product in the USA to great success, have raised over $60m in VC funding and are on track to grow over 300% in 2024.

WHAT YOU WILL BE GETTING INVOLVED IN:

We’re seeking an exceptional operator to fill the role of Head of Customer Support for our National virtual TBI (traumatic brain injury) assessment service, Braincussion. You will be the third member of the operations team for Braincussion and will be the individual who builds this service from the ground up.

The brand and service are in their infancy. However, we have an incredibly strong pipeline of attorney and referring provider demand that can scale the service up to several thousands of TBI assessments per month.

We’re looking for someone who can sophisticate our Operations to the highest level ensuring we deliver an incredible level of service in the most efficient way and ensure patients get access to the care they need.

Here are some of the types of things you could be getting involved in:

• Assist the COO & Co-founder in structuring the National operations team for maximum performance.
• Spend time with our client base ensuring that the service we are building continues to meet their demands and expectations.
• Being present in the office, building relationships with the Braincussion sales team and key stakeholders.
• Ensuring you understand the flow, product and people from the outset. This will involve you handling patient calls, answering emails and texts, as well as using the current scheduling and order management system.
• Establish yourself as a subject matter expert, implementing top-tier operational processes and practices.
• Standardize reporting, including dashboard optimization and data management.
• Monitor, plan, and analyze key operational metrics for timely task completion.
• Exploring leveraging AI to drive efficiency and more impactful customer interactions.
• Design and implement efficient operational processes.
• Manage the onboarding of all new clients and providers.
• Lead the US Operations Braincussion team and collaborate with other leaders to achieve operational excellence.
• Collaborate with the Product team to identify product gaps and improve efficiency and patient care.
• Identify skill requirements and potential leaders within your Operations team for scalability.
• Own the operational metrics, ensuring team adherence to critical deliverables.
• Implement new technologies to stay at the forefront of operational processes and service delivery.

THE TOP 6 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST SIX MONTHS ARE:

1. Have an incredible knowledge of the processes and product.
2. Ensure we have the operational foundations to absorb 10x scale across multiple states.
3. Design, structure and hire the right core team to ensure operational success.
4. Help implement a metrics-focused culture designed around driving patient engagement and operational excellence.
5. Assume reporting responsibility for a small but growing team.
6. Identify areas for increased automation and efficiency as we scale, working closely with our data, product and engineering teams.

WHAT YOU MIGHT BRING TO THE TABLE:

We strongly prefer an individual based in the Atlanta area, located next to our central operations hub in Sandy Springs. We believe that time in front of the team and absorbing information from the team is crucial to your success.

You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value and that everyone should want to learn. However, these might be some of the ways you are currently adding value:

• You have a track record of exceptional delivery within a healthcare operations role.
• You have a customer operations background and understand what it means to build a customer service team.
• You may also have experience in Personal Injury medical operations or concussion testing.
• You have a proven ability to motivate teams and retain the best talent.
• You have substantial experience delivering efficiencies and are a master of processes and implementation.
• You have experience with customer service platforms, such as Zendesk.
• You have experience with applying automation or AI to manual operational processes.
• You are an effective communicator who can coherently explain complex processes, bringing all organizational stakeholders with you on the journey.
• You have a data-first mindset and are comfortable manipulating numbers.
• You are comfortable dealing with ambiguity and are not afraid to change your mind or challenge your previous assumptions based on new evidence.
• You have experience in organizational design and structuring teams to deliver patient care.
• You are familiar with service center metrics and key operational metrics.
• You are comfortable working at high speed while not compromising on execution quality.
• You are forward-looking and are constantly pushing yourself and your teams to identify improvements in processes.

HOW WE WILL INTERVIEW YOU:

We keep our interview process short, and as a lean business, we can move through the stages quickly. Due to availability, there may be a change to the order of the interview process, but generally speaking, this is what you can expect:

1. Introductory call/interview with Sam, our Senior Talent Partner. The call will be via telephone and will last around 30 minutes.
2. Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 45 minutes. This is a more structured interview and will deep dive into the role and technical needs.
3. All of our roles will have a small assessment stage. This might be in person, a take-home assessment or further video calls. Length varies; however, we are mindful that you will have your own work to do and, therefore, try to keep it as simple as possible.
4. Meet the founders and/or other team members. Again, length varies depending on how many people and whether in person or via video call.
5. Offer!

BENEFITS:

We divide this into the basics you should expect and the added benefits.

The basics:

• $100,000 - $120,000 + 10,000 bonus
• 401k
• Healthcare, Vision and Dental
• All the equipment needed for you to do your role effectively
• Flexible working
• Hybrid working options
• Personal Development budgets
• 18 days PTO
• 10 paid sick days

The benefits:

• Equity
• Wellness budget to spend via a partner platform

DIVERSITY AT SCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

We look forward to receiving your application!

Benefits of working as a Head of Customer Support Operations - BrainCussion in Atlanta, Georgia, United States:

● Unlimited Growth Potential
● Company offers career progression opportunities
● Leading Industry Pay