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.
We are looking for an experienced, quality minded people-centered leader to lead our patient support quality systems. Sitting within our Product and Operations org, this individual will work with team leads to drive optimization in quality, accuracy, and efficiency of our patient success initiatives. This individual will ensure gaps are closed in training and learning by identifying deviations from approved pharmacovigilance protocols and internal patient experience guidelines. Our entire patient success organization will be reliant on this individual to review patient support interactions, to provide feedback to team members, and to create and lead the necessary trainings to facilitate any necessary improvements to our patient support protocols. By playing an integral role in scaling Sempre’s programs and ensuring highly professional and efficient patient support, across all 50 states where we operate, your work will have a direct impact on people’s lives.
Responsibilities:
Provide expertise and support by conducting audits across patient and pharmacy operations. Complete regular quality assessments of patient and pharmacy support interactions as set by leadership.
Provide direct feedback and reports to team members on audit results. Collaborate with management to understand and implement patient support criteria. Lead creation of development plans in alignment with audit results and role expectations.
Analyze information to create recommendations to improve patient experience and operational efficiency. Take necessary action to implement changes.
Identify training needs and lead training as necessary to ensure compliance, both as part of onboarding new team members and as part of continuing education for existing team members.
Oversee Pharmacovigilance and reporting structure, ensuring that we are meeting reporting requirements and standards as dictated by our Life Sciences Partners.
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.
Work closely with team leads to monitor and hold team members accountable to KPIs and individual metrics. Work closely with the department leads to evaluate, test, and implement patient support improvements.
Qualifications:
Outstanding communication skills, both oral and written
Demonstrated ability to implement process enhancements and efficiencies.
Requires extensive customer service experience and organizational skills. This individual will both need to be a customer service expert themselves, as well as someone capable of really teaching others how to provide high quality support.
3+ years professional work experience in a technical and/or customer service-based environment
Comfortable translating expectations into clear rubrics and structured feedback and learning opportunities
Bonus points:
Professional experience in a customer service-based Quality Control environment
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 $81,000 — $110,000 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)
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