Director of Patient Success

ABOUT SEMPRE When you take your prescribed medication as recommended, your health improves. When you improve your health, the health plan saves on medical expenses. When you pick up your medication, pharma sells more of their product. Sempre aligns patients, health plans, and pharma to address medication adherence. We do this through a behavioral economics based dynamic discount paired with text message reminders that give you a greater discount when you fill your medication on time (slightly less when you fill late). Patients receive texts like, "If you pick up your medication by Sunday you'll pay $20. If you wait until next week, this goes up to $30." Then, wherever they fill, Sempre's integrations with the pharmacy switch, ensure they get the right price. Sempre works with leading national health plans as well as some of the largest pharmaceutical companies. Sempre has raised capital from Social Capital, Rethink Impact, and Blue Venture Fund, which represents the 35 Blue Cross Blue Shield health plans across the country. Why work here? We are looking for an experienced people manager to oversee our growing pharmacy and patient operations teams. These teams sit within our Product org and work together with engineering, data, security, and BD to provide a best-in-class patient experience to the individuals who use the Sempre program to better access and afford their medications. This director will have a solid foundation to build from but will need to be able to continue adapting current processes and structures to successfully lead these teams as we embark on our next phase of growth as a Series B company.  By scaling Sempre’s programs and ensuring highly professional and efficient operations across all 50 states where we operate, your work will have a direct impact on people’s lives.  Responsibilities Motivate & manage a team of pharmacy-facing and patient-facing managers and associates to support Sempre patients filling at pharmacies all across the country. Cultivate a healthy, motivating, and collaborative team culture.  Manage multi-channel, cross-timezone support with a focus on an excellent patient experience.  Conduct regular quality assessments of team's productivity and task and ticket success, tracking trends across teams, and individuals, in order to guide team and  individual performance discussions and solve larger operational inefficiencies.  Utilizes existing dashboard and reporting tools to identify performance management and process improvement opportunities. Collect data-driven metrics on workflow and sources of support requests to assist in identifying quality improvement opportunities, with respect to both our operations processes as well as our internal tools.  Provide structured insights and analysis to product leads to help drive operational improvements and recognize unmet product needs. Comb unstructured data for patterns and insights.  Develop & drive process improvements and protocols focused on continuous improvement of key team and company KPIs.  Support leadership in continually assessing and iterating on data-supported staffing models. Ensure consistent training and development of new team members. Lead development of updated procedures and training materials in response to product changes.  Supports team members to set and track progress towards personal goals that align to broader goals of the Operations team and overall business. Hold regular check-ins for guidance as well as quarterly professional development conversations with team managers. Support team managers in performance management of individual contributors on the team. Facilitate weekly team meetings to discuss business happenings and advise on surfaced knowledge gaps. Orchestrate and attend syncs with cross-functional leads to identify and solve operational and performance-related issues You'll be successful in this job if you: Have previous experience leading or managing a multi-channel support team (5-10 years) Understand the foundation of customer service and operations best practices Strong analytical skills and  track record for using data to make decisions Is a customer support expert through and through Are willing to constantly question the idea that "this is how we've always done it" Able to foster a high level of team engagement and motivation Can lead effectively in a highly dynamic and fast-paced environment Have exemplary written and verbal communication skills coupled with unparalleled follow-up skills Have the ability to remain calm in high-stress situations, and be comfortable working with ambiguity to deliver unambiguously phenomenal outcomes Bonus Points if you have Senior Customer/Experience/Patient Support/Success experience at a start-up and/or a healthcare background Sempre Health pays all employees, regardless of location, SF Bay Area salaries. We benchmark pay against private companies with comparable funding, valuation, and/or revenue.  As a remote-first company we want you to be able to work from any state you'd like and receive the same pay you would if you worked out of our SF office. Ultimately, we will make you a competitive offer within the range below commensurate with your qualifications and experience. US Base Pay Range $130,000 — $176,000 USD WHAT WE OFFER A values-driven culture (“we put patients first” is at the heart of everything we do) A remote-first workplace that doesn’t sacrifice team connectedness Stock option grants so you share in the success of the company Competitive medical, dental and vision coverage for you and your dependents  Generous vacation and parental leave benefits Home office setup allowance, plus monthly cell phone reimbursement Wellness stipend (use it for the gym, a massage, whatever you need!) On-demand learning with Udemy to support your career development 401k retirement savings Virtual happy hours and other social events Sempre Health is committed to an inclusive and diverse workplace. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law, including the San Francisco Fair Chance Ordinance. Applicants have rights under Federal Employment Laws. Family & Medical Leave Act (FMLA)   Equal Employment Opportunity (EEO)  Employee Polygraph Protection Act (EPPA)