Client Implementation and Operations Manager

San Francisco, CA   |   Full time

[Who We Are]

Spire Health is building the future of remote patient monitoring.  We give physicians insights into their patients health between doctor visits, helping them better manage high-risk chronic disease patients.  In particular, we serve patients in the U.S. who have chronic respiratory diseases (COPD, Asthma) with a novel sensor and algorithm system that identifies changes in a patient's health.

Our customers and partners include Stanford University, Brigham and Women’s Hospital (Harvard), New York Presbyterian and pulmonary disease specialists across the country.

[What the Role is]

You will be responsible for the assembly and delivery of our patient monitoring system to doctors and patients around the country. You will lead the implementation of new clients and support the growth of existing clients. As a start-up in an emerging field, your day-to-day job will be a combination of executing on delivery and developing new processes.

We work with elderly sick patients and our technology and systems are used to help keep these patients healthy and out of the hospital. Making sure our product (which is a combination of different electronic sensors, cellular home hubs and documentation) is reliably delivered to patients in an easy-to-use manner is key to our success and that of our patients and physician partners.

At first, this role will entail managing setup, maintenance, and delivery of end-user devices.  This person would also be responsible for overseeing the tracking of inventory and ensuring proper administration across all of our customers. This person should be able to see the forest through the trees to help us scale, whether that means growing our internal team of account managers and fulfillment specialists or developing third party partnerships to manage different aspects of our product setup and distribution to service our customers and their patients in the best way possible.  

[What You’ll Do]

  • You will be responsible for ensuring that all onboarding aspects are correctly managed, from device preparation and operational set-up on our systems to deployment at customer sites.

  • You will play a key role in improving the onboarding experience of our clients, which means that some of your responsibilities will be project related. You will also be expected to proactively look for innovative ideas in order to enhance the existing process.

  • Communicate implementation status, progress on improvements, and risks/issues to partners and leadership in a timely manner.

  • Identify and act on opportunities that streamline processes, documentation, and overall client experience.

  • Partner with internal product and technical teams to identify and suggest solutions that improve customer experience and operating performance.

  • Work with sales, marketing, and supply to develop forecasting and replenishment plans as well as inventory strategy of home hubs and health tags.

  • Manage inbound/outbound logistics processes, including reverse logistics with focus on minimum cost/lead time efficiency.

  • Manage device kitting and pack creation processes to ensure traceability through the entire chain from factory to warehouse to various points in the field.

  • Manage key relationships with distributors, 3PL and carriers, work with partners to quickly resolve issues and hold them accountable to SLAs.


[Who you are]

  • 5+ years experience, Bachelor’s degree from an accredited university

  • Experience launching and growing customer accounts in a B2B2C business model

  • Strong organizational skills, incredible attention to detail, can manage multiple priorities, and collaborate cross functionally

  • A self-starter attitude, ability to problem solve, work independently and take meaningful responsibility and initiative

  • You are highly organized and a strong communicator (written and verbal)

  • Experience managing third party vendor relationships and have excellent interpersonal skills

  • Demonstrated leadership and decision-making abilities

  • Flexibility to adjust to a diverse work environment and the ability to contribute to a growing team

  • Knowledge of the healthcare industry experience preferred

  • Experience using database reporting tools and collaborative productivity tools to manage communications and drive decisions

  • Airtable, MDM, experience preferred

[Why join us?]

Why join Spire Health? On top of an innovative work atmosphere and a chance to help patients struggling with chronic disease, we offer competitive pay, bi-weekly catered lunches, and an extensive benefits package for all full-time employees (including 99% coverage of medical, dental, vision and 401(k)). In addition, work with a fun, close-knit team and have significant opportunities to grow and truly make an impact on the healthcare system.

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