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Welcome to Precision Prenatal Care

We’re looking for an entrepreneurial candidate looking to join a rapidly growing health care start-up. This role will be responsible for supporting pre- and post-implementation processes for our top-tier enterprise accounts in the Carolinas. This position is where “client support meets customer happiness.” You will touch all customer-facing aspects of our business in support of “go-lives” and customer support after go-live. A successful candidate is willing to hit the ground running and take on new projects and challenges that arise within changing the dynamics of women’s health. No two days are the same in this role, as the Customer Operations and Patient Services (COPS) team is key to working across our customers, patients and organization to drive innovation in the industry.

About Babyscripts: 

Babyscripts is a virtual care platform for obstetrics that allows OBGYNs to deliver a new model of prenatal and postpartum care. The Babyscripts platform is powered by a suite of mobile apps that drive better patient decision making, internet-connected devices for remote patient monitoring, and a host of population health tools to give providers access to patient data in real time. When using these tools, patients experience increased engagement and satisfaction, while OBGYNs are able to identify patient risk more quickly, improve clinic workflow, and enhance revenue.

Roles and Responsibilities: 

This person will serve as the Babyscripts “eyes and ears on the ground” by working closely with practice and clinical management leaders in implementing new products/services and supporting their usage after roll-out. This entails responsibilities in the pre-go-live and post-go-live spaces:

·       Pre-go-live: Supporting deployment efforts of Babyscripts products/services through product configuration, workflow discovery, content review, and training and education sessions

·       Post-go-live:

o   Supporting scaling efforts of Babyscripts products/services through re-education and re-trainings, workflow refinements, and continued content management

o   Tracking enrollment and usage metrics in DIANA to generate customer reports

o   Building a scalable process around outcomes and ROI review

o   Collecting practice-level feedback and working with customer IT, Operations, Business, Innovation, and Clinical teams to share feedback, iterate, and build best practices

Primary Duties

·       Implementation Support: Become an expert on the Babyscripts product suite with a deep understanding of our technology and content. Learn and teach new functionality, perform training, and provide technical and operational support. Work closely with COPS and Product teams as needed to ensure appropriate resolution and follow-up of customer needs. Regularly assess and collect customer feedback.

·       Account Reporting: Provide COPS team with regular updates on all aspects of customer support and key metrics supporting account health. Using data analysis and compilation, create internal and external reports. Perform in-depth analysis of practice-level trends and generate reports to influence new growth and utilization.

·       Strategic Data Analysis: Provide ongoing support for practices to gather operational and clinical data to build a process around evaluating business objectives for outcomes and ROI.

·       Documentation and Assets Management: Provide internal and external documents/deliverables for customers in support of new product roll-outs, feature enhancements, re-trainings, and ad-hoc customer needs.  Refine and continually garden customer-facing knowledge base, including customer-facing collateral for implementation.

·     Ad-hoc Support: Support COPS and Product teams with projects as they arise, particularly with pre-go-live readiness activities, on-site support, and marketing-related efforts. Work closely with Product team on end user optimization efforts, product testing,  A/B testing, platform-wide communications, etc.

Desired Skills/Qualifications:

This candidate must be able to manage a diverse workload in a fast-paced environment to meet key performance metrics.

Education: A bachelor’s degree in business, communication, social sciences, liberal arts or equivalent (Required)

Work Experience: 2 – 5 years of success in implementation, customer success, or account management, preferably within health care in a customer-focused and analytical role

Hard Skills:

·       Communication skills: Ability to condense and communicate “technical speak” into actionable steps in a customer support setting. (Required)

·       Project Management: Ability to juggle diverse needs and requests from our customer portfolio and manage communications, deliverables, and project plans effectively in support of implementation activities (Required)

·       Computer skills: Exceptional use of the Microsoft Office Suite, Google Suite, Keynote, and Pages (Required). Experience with Help Scout, Adobe and other design tools, and analytical and other project management tools. (Preferred)

·       Familiarity with technology in the health care space. Expertise (or the ability to learn quickly) with in-house tools, product management tools, browser-based services, and/or mobile technologies. (Preferred)

Soft Skills

·       Solve difficult customer situations creatively and efficiently – you LOVE solving pain points and teaching new things

·       Must be data-, detail-, and process-oriented – you LOVE data and use data to inform your work

·       Highly self-motivated and willing to go above and beyond what is expected

·       Strong interpersonal skills with impeccable written and verbal communication skills

·       Strong desire and commitment to creating and improving best practices

·       Independent thinker yet effective in collaborative environments

·       Effectively communicates with external and internal teams across multiple communication platforms

·       Must be organized, efficient, and thorough