Product Operations Specialist

Summary

Join Babylist Health as a Product Operations Specialist to streamline and improve daily operations, ensuring the best patient experience. Implement and optimize end-to-end system processes, manage the Nikohealth system, monitor order processing KPIs, and leverage healthcare experience to identify process issues. Communicate effectively with stakeholders during product launches, insurance contract growth, and system updates. Utilize strong communication and project management skills to balance automated and manual solutions, increase user experience quality, and identify process efficiencies. Maintain Babylist Health documentation, operational SOPs, and key performance indicators (KPIs). Contribute to reducing order processing time and project manage tests for new products and services.

Requirements

• Experienced in healthcare operations
• Knowledgeable of organizational effectiveness and operations management
• Strong cross-functional skills
• Demonstrated ability to manage multiple projects simultaneously
• Self-motivated and enthusiastic
• Excellent communication skills
• Outstanding organizational skills and attention to detail
• Able to quickly analyze and identify themes in quantitative and qualitative data
• Comfortable communicating openly, clearly, and regularly with the team
• Able to efficiently learn systems/processes and flag potential process failures
• Able to understand and communicate technical features to end-users
• Strong reporting and presentation skills: ability to communicate information effectively to stakeholders

Responsibilities

• Regularly evaluate team processes and technical ecosystems to ensure efficient workflows for order processing
• Help identify new processes that will need to exist in order to support Babylist Health customers through Babylist systems, especially as we add new services
• Flag potential issues to key stakeholders and help to determine who should own any new tasks added to our regular operations
• Support the Billing and CS Managers in finding the appropriate balance of implementing systems / automated vs manual solutions
• Find ways to increase the quality of our user experience by streamlining the cross functional work of the Billing and Customer Support teams
• Periodically shadow engineers, billing specialists, and customer support specialists to learn where efficiencies can be gained
• Help to ensure product, insurance rule, or process changes are communicated to the proper teams and stakeholders
• Own the EMR system to ensure products, pricing, payer rules, permissions, and reporting is set up properly; setting up audit processes to ensure accuracy over time
• Own the operational processes behind adding new payers, products or services to our system
• Own order reporting and data gap resolutions within our EMR system
• Own analysis, flagging, and reporting of operational KPIs as well as proposed solutions
• Average order processing time (including overall, Customer Support, Benefits Investigation, Claims)
• Order processing SLA
• Cancelation rate
• Maintain the organization of Babylist Health related documentation
• Own and maintain SOPs for operational processes
• Reduce the amount of time spent on processing new orders; monitor performance to SLA and continually optimize processes as we add new payers
• Project manage and execute tests for new products and services to inform a successful product and operational build (e.g. bringing on Medicaid payers, expanding replacement parts to all etc.)
• Own operational tasks associated with new product launches
• Own the DME product & insurance matrix: This matrix powers our business, outlining the insurance plans we can support, reimbursement levels, coverage by plan and many other details. Keeping this matrix up to date and maintaining matrix hygiene is a critical piece to keep the business running smoothly

Benefits

• We are a remote first company and we invest in the infrastructure you’ll need to be supported and successful: tools, opportunities to connect with colleagues, and a stipend to help you set up your office
• We build products that have a positive impact on millions of people’s lives
• We work at a sustainable pace which means work/life balance is a real thing here
• We believe technology and data can solve hard problems
• We believe in exceptional management
• We are an antiracist organization and doing the work to support differences of all kinds
• We offer competitive pay and meaningful opportunities for career advancement
• We have great benefits like company paid medical, dental, and vision, a generous paid parental leave policy, and 401k with company match
• We care about employee wellbeing with perks for physical, mental and emotional health, parenting, childcare, and financial planning
• In addition, Babylist offers bonus, and benefits, including company paid health, dental and vision insurance, 401(k) matching, flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies