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.

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.

​​​​​​Skills and Abilities:

• Strategic Mindset: Focus on driving results, fostering innovation, and continuously improving processes and practices.
• Healthcare Expertise: Deep understanding of healthcare industry-specific processes, particularly scheduling and referral workflows, EMRs, PMs, compliance, and standards.
• Servant Leadership: Embrace servant leadership to empower team members, fostering a culture of collaboration, empathy, and trust.
• Technical Acumen: Strong technical skills, with the ability to configure and troubleshoot technical issues.
• Customer Commitment: Unwavering commitment to exceeding customer expectations, demonstrating innovative thinking to enhance client experiences.
• Analytical Capabilities: Strong analytical skills to interpret data and support client strategy and ongoing initiatives.
• Communication Skills: Excellent communication, interpersonal skills, negotiation, and problem-solving abilities, with the ability to effectively collaborate and influence stakeholders at all levels

Education and Experience:

• Bachelor's degree in Business Administration, Healthcare Management or related field preferred.
• 10+ years of experience in client operations, client success, or related roles working in a SaaS, healthcare technology, or healthcare B2B environment required.
• 7+ years in a leadership role with a proven track record of driving operational excellence and client satisfaction within a healthcare organization.
• Extensive experience in healthcare technology, including familiarity with standards such as HL7 and FHIR, reflecting a deep understanding of the industry's EHR, EMR and API intricacies.
• PMP Certification, Lean Six Sigma or additional project management certification is preferred. 
• Experience working in a startup environment is desirable.

Company Culture and Success Factors:

• Collaborative team players with strong critical thinking and problem-solving skills
• Leadership presence with an ability to engage and influence key stakeholders across the organization and make an impact 
• Thought leaders that cultivate a culture of out-of-the-box thinking and innovation
• Self-driven and motivated with a desire to succeed in a fast-paced, changing environment
• Team collaboration is encouraged to build strong meaningful relationships, while freely exchanging thoughts and ideas
• High emotional IQ with an ability to stay calm under pressure
• Keep a learning mindset, while recognizing failures and celebrating successes
• Possess solid data and insights-driven business acumen 

What We Offer:

• Opportunity to shape and deliver cutting-edge healthcare technology
• Competitive compensation package
• Comprehensive health and wellness benefits
• 401K and Matching
• Generous PTO policy
• Cultural focus on work-life balance
• Vacation expense reimbursement
• Flexible hybrid and remote work options
• Opportunities for professional development and training opportunities
• Opportunity to make a significant impact on patients across the country

All information will be kept confidential according to EEO guidelines.