Vice President of Operations

Company Description

Founded in 2017, blockit is a leading healthcare software company transforming the industry by restoring the valuable connection between providers and their patients. Some of the largest and most reputable health systems use blockit’s cutting-edge SaaS solution for patient scheduling and closed-loop referral management. These health systems have meaningfully improved access to care for their patients, as evident from these examples:

• At a large for-profit health system, ED referral follow-through rates increased from 25% to 82%
• At a large not-for-profit health system, the time to schedule a patient in the call center dropped from 8 min to under 2 min.

By reducing administrative and technological distractions, the solution helps patients find the care they need seamlessly. blockit’s mission is to create a patient-centric journey that is easy to navigate for patients, advocates, community members, and healthcare providers.

Job Description

We are seeking a dynamic and experienced Vice President of Operations (“VP of Operations”) to join our executive team to drive operational excellence, scale operations, and ensure the delivery of high-quality products and services. This role requires a strategic thinker with robust leadership skills, a deep understanding of operational processes, and a commitment to exceptional client experience. The VP of Operations will oversee a dynamic team of implementation experts and client success professionals, ensuring seamless implementation of our SaaS solution while providing top-notch support to healthcare clients. Reporting to the CEO, the VP of Operations will collaborate with cross-functional teams to enhance operational efficiency, boost customer satisfaction, and drive the organization towards achieving critical business objectives.

Key Responsibilities:

• Strategic Leadership
  • Develop and execute operational strategies aligned with the Company's growth objectives.
  • Collaborate with the executive team to define and achieve short-term and long-term goals.
  • Drive continuous improvement initiatives to enhance operational efficiency and effectiveness.
  • Stay abreast of industry trends, market dynamics, and the competitive landscape to inform strategic decision-making and drive innovation in client operations and success.
• Operational Management
  • Oversee the daily operations of the Company, with an emphasis on customer support, and service delivery.
  • Implement and optimize processes to ensure scalability and sustainability.
  • Develop and monitor key performance indicators (KPIs) to measure the effectiveness of client operations and success initiatives, and take corrective actions as needed.
• Team Leadership
  • Build, lead, and mentor a high-performing client operations and success team.
  • Foster a culture of collaboration, accountability, and continuous improvement.
  • Ensure the team is aligned with the Company’s vision, mission, and values.
  • Collaborate with sales, project management, product, and support teams to ensure seamless client onboarding and ongoing support.
• Customer Focus
  • Ensure the delivery of exceptional customer service and support.
  • Collaborate with the sales and marketing teams to understand customer needs and improve customer satisfaction.
  • Cultivate and sustain robust client relationships by understanding their goals and formulating effective strategies to meet their needs.
  • Develop and implement strategies to enhance client satisfaction, retention, and expansion.
  • Serve as the primary point of contact for executive-level client stakeholders, providing strategic guidance, resolving escalations, and ensuring overall client satisfaction.
  • Monitor and analyze client feedback to identify areas for improvement and drive product enhancements.
• Financial Management
  • Develop and manage the operational budget, ensuring cost-effective operations.
  • Monitor financial performance and implement measures to improve profitability.
  • Collaborate with the finance team to ensure accurate forecasting and reporting.
• Compliance and Risk Management
  • Ensure compliance with healthcare industry regulations and standards.
  • Implement risk management strategies to mitigate operational risks.
  • Stay abreast of industry trends and regulatory changes.

Qualifications

​​​​​​Skills and Abilities:

• Strategic Mindset: Focus on driving results, fostering innovation, and continuously improving processes and practices.
• Healthcare Expertise: Deep understanding of he