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Manager, IVR and Platforms
Blink Health
United States
Posted on Thursday, May 30, 2024
Company Overview:
Blink Health is a healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products – BlinkRx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.
BlinkRx is the world’s first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can’t afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn’t have the medication in stock.
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!
Responsibilities:
- 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:
It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. 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 are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.