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!
This is a full-time, on-site position based in our Pittsburgh (Robinson Twp.) office.
What will you do:
Manage a growing team of Patient/Customer Support Specialists, ensuring operational excellence and adherence to SLAs. You will play a critical role in overseeing day-to-day operations, analyzing performance data, optimizing workflows, and driving continuous improvement initiatives.
- Review and analyze team and individual performance data to meet and exceed structured performance targets.
- Monitor and manage queues, backlogs, and workflows, making necessary tradeoffs to maintain optimal performance.
- Collaborate with cross-functional stakeholders to implement company and department initiatives. Drive operational improvements and productivity gains that support business objectives and team growth.
- Utilize customer insights and your expertise to identify workflow and process improvements to enhance the overall customer experience.
- Leverage your business expertise and judgment to resolve complex and ambiguous escalations, ensuring customer satisfaction.
- Foster a collaborative, cohesive, and enjoyable team dynamic, promoting professional growth and a positive work culture.
Requirements:
- Bachelor’s Degree in Communication, Business Administration, or equivalent field or experience.
- 3+ years of leadership experience in a fast-paced environment, preferably in call center/ customer support.
- 2+ years of experience in customer service, healthcare, pharmacy, or other relevant areas.
- Proven ability to lead, mentor, and provide critical and timely feedback and coaching to team members and business partners.
- Ability to analyze and leverage data to make informed decisions independently.
- Strong problem solving-skills, especially when working with ambiguous information.
- High level of precision and organization, with a knack for attention to detail.
- Confident, patient, respectful, and a clear communicator, able to convey information effectively across various levels of the organization.
- Bilingual in Spanish is a significant plus, with the ability to effectively communicate with Spanish-speaking customers and team members.
