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Patient Success Lead at HealthMatch

Darlinghurst, NSW

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HealthMatch is a digital health company transforming the way patients connect to clinical trials. Our mission is to allow for faster and more efficient access to innovative therapies and life-saving medication through our sophisticated technology and data insights - ultimately driving healthcare breakthroughs by providing access. 

Having launched in Australia in January 2019, we have expanded to New Zealand and Hong Kong with plans for further rapid global expansion in the coming year. HealthMatch has global ambitions to improve healthcare outcomes for all and, following a recent capital raise, is well-funded to execute on this vision.

At HealthMatch we are patient first, always.

We are seeking a Patient Success & Support Lead to build and drive a world-class experience for the patients and researchers that HealthMatch exists to serve. You will build data-driven frameworks to drive issue spotting and resolution within our trial application processing and support functions, design & implement systems and processes that optimise our processing funnel whilst delivering exceptional service levels to patients and research partners.

You will be responsible for

  • Building and growing a Patient Success & Support function from the ground up
  • Implementing systems and processes that drive better conversion rates from patient sign-ups through to placing patients in our research partners’ clinical trials
  • Leading, growing and developing a team of patient success and support analysts to ensure the delivery of an exceptional patient & research partner experience
  • Developing and driving key success metrics for the patient success team
  • Implementing a reporting rhythm and cadence to support cross-functional visibility of the patient processing function for the business
  • Identifying opportunities for continuous improvement, automation and ensuring the scalability of the patient success operating model as HealthMatch patient volumes grow

We are looking for someone who

  • Has experience leading & growing teams with a focus on effective development of team members and managing to business outcomes/goals
  • Is not afraid to roll up their sleeves and get things done - you are equally happy to set the strategy and direction of your team as you are to jump on the phone with a customer
  • Has an entrepreneurial mindset with experience building systems and processes from the ground up
  • Is highly resourceful, creative and able to thrive in a fast-paced environment
  • Is comfortable with data and loves using it to make informed operational decisions

Desired qualifications/experience

  • 5+ years’ experience in a customer success and support role in a startup environment
  • Experience in both B2C and B2B customer service and support functions
  • Leadership role in a high growth technology company preferred
  • Experience using and implementing CRM systems like Salesforce, Zendesk or other a plus
  • Experience planning and prioritising work for others

Perks

  • Competitive salary + equity options
  • Modern, well-appointed office in Darlinghurst (a stone’s throw to Hyde Park)
  • Office stocked with food, snacks and beverages
  • Personal learning & development fund

About HealthMatch

Office address

  • 223 Liverpool Street, Darlinghurst, NSW, 2010

Company size

1-10 people

Founded in

2019

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