DexCare is seeking a Customer Operations Manager, reporting to the Chief Customer Experience Officer, who will manage key aspects of servicing and supporting our live customers, as well as help to build the operational foundation of our customer experience team. DexCare offers an exciting and unique opportunity for individuals to get in on the ground floor of a corporate spin-out / start-up, with a well-established team and several large, respected clients.

Key Responsibilities

• Support the Customer Experience team with process improvement, measurement, tracking, and analytics relevant to their functional areas
• Develop and monitor the ServiceDesk processes, and ensure adherence to SLA commitments across our customer base
• Track and communicate ServiceDesk performance metrics by customer and overall to drive internal process improvement
• Partner with customer success managers, technical program managers, product, and engineering to ensure a tight, consistent feedback loop between customers and internal teams 
• Proactively monitor and report on customer satisfaction 
• Deliver Root Cause Analyses and meet with customer teams that are having significant product issues
• Collaboratively design, implement, and optimize the customer release process, including release notes, change tickets, UAT testing, etc. 
• Provide Voice of the Customer input into DexCare’s product roadmap

Requirements

• 6+ years in consulting, operations, product, and/or customer service 
• Familiarity with SaaS and Enterprise Health Systems operations
• Expert knowledge of JIRA, Confluence, and the Microsoft Suite of tools
• Working knowledge of healthcare scheduling, billing, and revenue cycle 
• Strong communications skills, both verbally and written
• Creative problem solving, with an empathy to customer needs
• Experience liaising between technical and non-technical stakeholders
• Executive presentation skills
• Highly organized with the ability to effectively manage time and prioritize competing tasks

Work Environment

• Fully remote role – Laptop provided by DexCare
• Must have reliable and consistent Internet access
• Business Hours – DexCare supports national accounts that work 24-hour days.  Customer engagements are variable from 5am Pacific to 6pm Pacific, dependent on client location.

Who is DexCare?

DexCare, Inc. is a data-driven intelligence company focused on health and well-being. We were Incubated at Providence, one of the nation’s largest and most innovative health systems with over 50 hospitals across the Western United States. 

DexCare is led by a mission-driven team experienced in building successful, innovative and transformative solutions to healthcare’s biggest problems. We’ve built digital health companies from the ground up and also worked in some of the world’s largest healthcare companies and provider organizations. We are backed by leading healthcare investors, including Kaiser Permanente, Providence Ventures, Define Ventures, Frist Cressey Ventures and SpringRock Ventures.

What is DexCare?

DexCare’s core offering is a Platform-as-a-Service (PaaS) that intelligently orchestrates health system capacity and digital demand across all lines of care.  In a complex and vast sea of virtual “point solutions”, DexCare is the operating system that makes it all work. DexCare’s data-driven intelligence engine allocates, flexes and optimizes resources to best meet both consumer demand and health system business goals—expanding the reach of health system service lines into a new, digital and on-demand consumer arena.  The platform attracts and caters to high-value consumers by providing a fully-digitized, unified experience that routes consumers to the best care options while leveraging existing EMR, caregiver and brand investments. DexCare enables leading health systems across the U.S. to attract 30% more new patients, capture 5x downstream revenue, generate over 20% per patient encounter in costs savings, and deliver a net promotor satisfaction score greater than 90. Discover more at www.dexcarehealth.com.

Why DexCare?

· Mission-driven

· Competitive compensation + equity (Series A stage)

· Flexible work arrangements (remote/in-person hybrid)

· Startup culture

· Accomplished team

· Innovative solution to proven customer need

· Customer and revenue traction

· Venture-backed

DexCare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. DexCare does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex. DexCare provides reasonable accommodation to all applicants who require such accommodation to apply for the position or to perform the essential functions of the job.