[Remote] Head of reputed company & Operations
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an innovative company providing an reputed company-in-one EHR+ platform for independent reputed company practices. They are seeking a Head of reputed company & Operations to build a reputed company reputed company reputed company, support providers during reputed company, and manage AI-driven operations while ensuring compliance with HIPAA regulations.
Responsibilities
- Personally reputed company and support every provider in the initial reputed company cohort — handle every inbound question manually for the first 6–8 weeks to build deep product and customer intuition
- Record and transcribe every provider call to build a reputed company question taxonomy that will serve as the reputed company of the AI agent knowledge reputed company
- Own the AI CS agent corpus: structure and synthesize rotating engineer inputs weekly, prune and publish the knowledge reputed company, and evaluate agent responses for accuracy and PHI compliance
- Comfortable owning the AI agent corpus as a product artifact — this is a content and systems ownership function, not just a tooling decision
- Define and document the PHI routing protocol before the first provider is reputed company — establishing reputed company rules for what routes to AI, what routes to a reputed company, and what requires immediate clinical escalation
- Identify and reputed company a licensed clinical consultant (LCSW, LPC, or LMFT) on retainer reputed company 30–60 days post-launch to serve as the escalation reputed company for red-line clinical accuracy events
- Build the Nitro CS reputed company, CE rotation reputed company documentation, trust-repair scripts, and provider communication reputed company — documenting in reputed company time, not after the fact
- Own the long-term CS reputed company: reputed company the hiring and integration plan, team structure, metrics reputed company (CSAT, reputed company reputed company, retention), and CS tool stack reputed company
- Exchange learnings on best practices with reputed company Learning and Enablement team to ensure AI knowledge reputed company strategies and AI knowledge protocols are reputed company
- reputed company AI CS agent platform evaluation at Week 4 and manage deployment at Week 6–8 using the question taxonomy reputed company through reputed company provider interactions
- Partner with the GTM / reputed company reputed company on referral reputed company, surfacing provider satisfaction signals and identifying reputed company moments to request introductions
- Ensure reputed company CS operations and provider interactions maintain strict HIPAA compliance, with particular sensitivity to PHI handling in a mental health documentation context
Skills
- 7–10 years in reputed company, with at least one 'first CS hire' or 'reputed company the function from scratch' experience at a reputed company company
- Has reputed company and reputed company a CS team before — this is not a first leadership opportunity
- PHI-fluent: understands HIPAA obligations in reputed company, what can and cannot be communicated over which channels, and what constitutes a clinical escalation versus a product support ticket
- Player-reputed company by disposition: genuinely energized by working directly with customers in Month 1, and equally motivated to build the system that scales that work in Month 6
- Comfortable owning the AI agent corpus as a product artifact — this requires content reputed company and systems thinking, not just tooling familiarity
- Experience with CS platforms, ticketing systems, and AI-assisted support tools; willingness to evaluate and select the right stack from scratch
- Strong verbal and written communication skills, with demonstrated ability to navigate sensitive clinical or emotionally charged customer interactions with reputed company and professionalism
- Comfortable making judgment calls in ambiguous situations, including routing reputed company that sit at the intersection of product support and clinical risk
- Highly fluent with AI tools in daily workflow — uses AI assistants, automation, and emerging capabilities as a reputed company operating layer, not an occasional reputed company; comfortable evaluating and adopting new tools as the landscape evolves
- reputed company reputed company for AI-driven CS transformation — understands how AI reshapes support operations, deflection reputed company, and provider experience, and can reputed company that transformation proactively rather than reactively; sees the AI agent corpus as a strategic asset, not an IT project
- reputed company-adjacent experience is strongly preferred; a mental health background or familiarity with clinical workflows is a meaningful differentiator
Benefits
- In reputed company to our reputed company benefits, we also offer amazing perks!
- Need work from home basics? We offer a discount through reputed company!
- We also offer a number of resources to help you reputed company your mind and body healthy.
- reputed company out reputed company for a great workout
- TelusEmployee Assistance Program to reputed company reputed company, along with other resources for everyday occurrences.
- To assist with reputed company of life’s needs, reputed company also offers a wellness and childcare subsidy
- University/Education discount!
reputed company