Director of Care Concierge
Allara
Date: 3 days ago
City: Remote, Remote
Contract type: Full time
Remote
About Allara
Your health is not one thing; it's everything, and when it comes to hormonal health no two people are exactly the same. We built Allara to provide effective solutions and consistent 1:1 medical support for the countless women who felt unheard, rushed, or overlooked in traditional care models. Allara is not just one appointment—or three, or ten—it's a long-term plan with real access, attention, and understanding, where our care teams can drive solutions and manage your needs over time. We're listening to you, and your body, so you can live your healthiest, fullest life.
About the role:
We're looking for a dynamic and compassionate individual to lead and scale our Care Concierge team, which owns patient care coordination and provider support across Allara's platform. This role will be the senior leader responsible for delivering exceptional customer and provider experience at Allara and designing our model to scale across significant growth. Your primary focus will be on providing leadership and direction for our Concierge Team and centering an excellent experience and high quality performance at the center of the team's daily operations. This role requires a strong and unique blend of leadership, strategy, analytics, healthcare knowledge, and exceptional communication skills. This is a high-impact role with the opportunity to grow and shape a critical business function. This role will report to the Director of Clinical Operations.
This position can be based in New York or Remote.
Key Responsibilities:
Your health is not one thing; it's everything, and when it comes to hormonal health no two people are exactly the same. We built Allara to provide effective solutions and consistent 1:1 medical support for the countless women who felt unheard, rushed, or overlooked in traditional care models. Allara is not just one appointment—or three, or ten—it's a long-term plan with real access, attention, and understanding, where our care teams can drive solutions and manage your needs over time. We're listening to you, and your body, so you can live your healthiest, fullest life.
About the role:
We're looking for a dynamic and compassionate individual to lead and scale our Care Concierge team, which owns patient care coordination and provider support across Allara's platform. This role will be the senior leader responsible for delivering exceptional customer and provider experience at Allara and designing our model to scale across significant growth. Your primary focus will be on providing leadership and direction for our Concierge Team and centering an excellent experience and high quality performance at the center of the team's daily operations. This role requires a strong and unique blend of leadership, strategy, analytics, healthcare knowledge, and exceptional communication skills. This is a high-impact role with the opportunity to grow and shape a critical business function. This role will report to the Director of Clinical Operations.
This position can be based in New York or Remote.
Key Responsibilities:
- Provide leadership on the direction and growth of the entire Concierge Team
- Directly supervise the Manager, Concierge who supports a team of ~15 indirect reports and growing
- Represent Concierge needs on organizational leadership meetings and planning initiatives
- Overall responsibility for setting and achieving Concierge goals and outcomes
- Strategic growth planning, modeling and forecasting:
- Align Concierge resourcing needs with overall Allara growth models
- Continually innovate ways to gain efficiencies by streamlining or automating processes and / or reducing task generation at the root cause
- Partner with Clinical and operations leadership to ensure Concierge team is meeting the support needs of our growing provider network, including scheduling efficiency, visit and charting support, and optimizing external partnerships for labs, radiology, etc.
- Design and continually monitor metrics and goals for the Concierge team in critical areas, innovating on process and tooling to scale our operation without compromising in quality. Key metrics include areas like:
- Concierge member productivity
- Message and issue response and resolution times
- Member and provider satisfaction scores
- Provide strategic vision on external partnership development to benefit care coordination needs at Allara
- Partner with our product and engineering teams to define system requirements to build out our practice management and customer support functions to scale
- Keep the patient experience at the heart of what we do and advocate for any patterns amongst patient needs:
- Proactively identify ways to improve the patient clinical experience
- Track patient messaging patterns and suggest solutions
- 5+ years of experience leading customer support/ practice management functions within a healthcare setting; with a strong preference for telehealth and startup experience.
- Proven track record in a leadership role within a customer-facing environment, preferably in the healthcare or telemedicine industry.
- Strong understanding of telemedicine practices and the healthcare landscape.
- Excellent interpersonal and communication skills, with a focus on empathy and active listening.
- Exceptional problem-solving abilities and the ability to make critical decisions under pressure.
- Demonstrated ability to motivate and develop team members to achieve their full potential.
- High level of detail orientation and proficient in analytic thinking
- Ability to manage multiple priorities and work independently in a fast-paced environment
- Compensation: Base salary + Equity
- Medical/Dental/Vision
- 401(k)
- Unlimited PTO
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
GPO National Key Account Manager - Acute Care & Monitoring
Medtronic,
Remote, Remote
2 days ago
At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.A Day in the LifeBring your sales talents to a leader in medical technology and healthcare solutions. Rooted in our long history of mission-driven innovation,...
User Experience (UX) Designer
Robert Half,
Remote, Remote
$47.5
-
$55
per hour
2 days ago
DescriptionWe are seeking a User Experience (UX) Designer to join our team in the Printing/Publishing industry, located in Greensboro, North Carolina. As a UX Designer, you will play a crucial role in leading the design process, ensuring a seamless and engaging user experience across all platforms. This role offers a short term contract employment opportunity.Job OverviewWe are seeking a talented...
Contract Technical Recruiter
Rialtic,
Remote, Remote
5 days ago
Contract Technical Recruiting SupportAbout RialticRialtic is an enterprise software platform empowering health insurers and healthcare providers to run their most critical business functions. Founded in 2020 and backed by leading investors including Oak HC/FT, F-Prime Capital, Health Velocity Capital, and Noro-Moseley Partners, Rialtic's best-in-class payment accuracy product brings programs in-house and helps health insurance companies gain total control over processes...