CX Senior Analyst, Telemedicine & Pharmacy

Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. We connect consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to sexual health, hair care, mental health, skincare, primary care, and more. 

With products and services available across all 50 states and Washington, D.C., Hims & Hers is on a mission to help the world feel great through the power of better health.  We believe how you feel in your body and mind transforms how you show up in life. That’s why we’re building a future where nothing stands in the way of harnessing this power. We normalize health & wellness challenges—and innovate on their solutions—to make feeling happy and healthy easy to achieve. No two people are the same, so we provide access to personalized care designed for results. At our core, our mission is deeply personal—because we too are customers. 

In January 2021, the company was listed on the NYSE and is traded under the ticker symbol “HIMS”. To learn more about our brand and offerings, you can visit forhims.com and forhers.com.

​​About the Role:

The ​​CX Senior Analyst, Telemedicine & Pharmacy position is vital in supporting the Customer Experience (CX) organization, where the candidate will be the subject matter expert on all telemed and fulfillment operations related cross-functional processes and products. The responsibilities include owning the analysis, documentation, and prioritization of processes and workflows across CX, Telemedicine, and Operations teams. The role will act as a liaison, managing communication effectively, between the CX customer-facing team(s) and supporting program & product teams. Additionally, the role will work closely with the CX project manager to ensure a smooth launch of all telemed/pharmacy operations changes that impact the patient and agent experiences. This role will directly support the CX Enablement Team. 

You Will:

• Manage communication with the pharmacy operations and the telemedicine team and represent the CX org in meetings and across slack 
• Work with CX project manager to ensure the smooth launch of all telemed/pharmacy operations changes impacting the patient and agent experiences 
• Own all cross functional telemedicine/pharmacy <> CX process documentation and resources and ensure that CX teams have accurate and clear resources
• Analyze trending issues and surface them when necessary to help improve workflows and efficiencies
• Act as expert on all CX related pharmacy operations & telemed subject matter
• Manage updates/changes to EMR tool and ensure effective communication to all impacted teams 
• Ensure effective resolution of all pharmacy escalations within SLA
• Iterate on and manage escalations processes and reporting 
• Manage complex customer pharmacy operations and telemed related escalations through to completion

You Have:

• A Bachelor’s degree
• 3-5 years of experience supporting customer-facing teams
• 2+ years of experience managing multiple mid-to-large size projects concurrently
• Excellent judgment under pressure -you know when to bring in key stakeholders
• Demonstrated ability to spot trends and surface them when necessary to help improve workflows and efficiencies
• Ability to anticipate process updates and team needs around pharmacy ops
• Excellent problem solving and communication skills with a high attention to detail and quality
• Self-starter mindset who also thrives when collaborating with working teams
• Strong intrinsic commitment to giving and receiving feedback to/from peers, cross-functional team members, and your direct manager
• Strong planning, organizational and time management skills and manage/adapt to changing priorities easily
• Ability to balance attention to detail with efficient execution in a fast-paced environment with concurrent deadlines
• Excellent problem solving and proactive communication skills with a high attention to detail and quality

Our Benefits (there are more but here are some highlights):

• Employee Stock Purchase Program
• An inclusive culture where we are always looking for improvement and cherish your input
• Great compensation package, including equity
• Unlimited PTO (10 holidays off), Mental Health days (1 day off per quarter)
• Generous Parental Leave
• High-coverage medical, dental & vision
• Mental health & wellness benefits
• Offsite tea