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Manager, IVR and Platforms

Blink Health

Blink Health

United States
Posted on Wednesday, September 6, 2023

Blink Health is a digital health company dedicated to making prescription medications affordable and accessible for everybody. The patient experience is at the heart of everything we do. We are the world’s first cloud-based, pharma-to-patient platform that dramatically improves affordability, transparency, convenience and accessibility to prescription medications.

Blink Health’s proprietary technologies (BlinkRx and Quick Save) offer a dramatically more efficient prescription delivery system that enables patients to receive their medications at the lowest possible price.

We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!

  • Drive the strategy, design, and implementation of our contact center platform workflows
  • – including IVR and contact flows, call ticketing, chat, and email.
  • Continually analyze and explore opportunities to drive efficiencies and automation;
  • develop and iterate on platforms roadmap to meet or exceed business goals.
  • Work closely with Product, Engineering/IT, and Operations leads to define, prioritize, and
  • execute on the platforms roadmap.
  • Take ownership of your platforms by defining capabilities (present and future),
  • understanding how these capabilities advance the enterprise business strategy and
  • objectives.
  • Accountable for platform vendors, including serving as point of contact with vendor for
  • day-to-day management, contract renewals, and customer support needs
  • Develop and maintain platforms documentation, including SOPs, schemas, and
  • requirements documents.
  • Implement ad hoc changes to platforms and manage backlog, working with all
  • departments to ensure that they have what they need to be successful.
  • Collaborate with Product and Engineering teams in an agile environment
  • See the big picture and connect how your work ties to broader business goals versus working in isolation.
  • Bachelor’s or Masters in technology or quantitative field
  • 3+ years of experience with IVR and related technologies in a call center environment
  • Experience with Amazon Connect, LivePerson, Zendesk, and/or other similar platforms
  • Experience with self-sourcing data through Tableau, PowerBI, or other related programs
  • Highly analytical; ability to identify trends and tell a story with data
  • Strong problem solving skills, especially when working with ambiguous information
  • Attention to detail with a knack for precision and organization
  • Clear communicator; able to present technical information succinctly to wide audiences.

Why join us:

At Blink, we put humans first. We want everyone at Blink to be able to do the best work of their lives. We are a relentlessly learning, constantly curious and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers. We care about the future of healthcare and are looking for people who share our passion.