Customer Support Lead

We’re Scan.com, the digital health scale-up that gives patients and physicians simpler, faster access to medical imaging.

At the heart of Scan.com lies a different way of doing things: empowering patients to make financially smart decisions, enabling live scheduling for patients and providers, and easing clinician workloads through AI. It’s our mission to make medical scans accessible to all.

You’ll be joining us at an exciting time - we’ve recently launched our physician marketplace product in the USA to great success, have raised over $60m in VC funding and are on track to grow over 300% in 2024.

WHAT YOU WILL BE GETTING INVOLVED IN:

We’re seeking an exceptional operator to fill the role of Customer Support Lead for our National virtual TBI (traumatic brain injury) assessment service, Braincussion. You will be the fourth member of the operations team for Braincussion and will be the individual who builds this service from the ground up. We are looking for a highly ambitious and capable person, that is looking for their next step up in their career within Customer Support.

We’re looking for someone who can take our Customer Support Operations to the next level, ensuring we deliver an incredible level of service in the most efficient way and that patients get access to the care they need. If successful in your role, you will be expected to step up into a ‘Head of’ position and scale with the team.

The brand and service are in their infancy. However, we have an incredibly strong pipeline of attorney and referring provider demand that can scale the service up to several thousands of TBI assessments per month. We’re looking for you to be the driving force behind this operational building!

Here are some of the types of things you could be getting involved in:

1. Assist the COO & Co-founder in structuring your team for maximum performance.
2. Manage and lead a small but growing team, building the foundations for workforce planning and team performance.
3. Being present in the office, building relationships with the Braincussion sales team and key stakeholders.
4. Ensuring you understand the flow, product and people from the outset. This will involve you handling patient calls, answering emails and texts, and using the current scheduling and order management system.
5. Establish yourself as a subject matter expert, implementing top-tier operational processes and practices.
6. Standardize reporting, including dashboard optimization and data management.
7. Own those metrics and their deliverability
8. Design and implement efficient operational processes.
9. Collaborate with the Product team to identify product gaps and improve efficiency and patient care.

THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST SIX MONTHS ARE:

1. Have an incredible knowledge of the processes and product.
2. Assume reporting responsibility for a small but growing team.
3. Ensure we have the operational foundations to absorb 10x scale across multiple states.
4. Design, structure and hire the right core team to ensure operational success.
5. Help implement a metrics-focused culture designed around driving patient engagement and operational excellence.

WHAT YOU MIGHT BRING TO THE TABLE:

We strongly prefer an individual based in the Atlanta area, commutable to our central operations hub in Sandy Springs. We believe that spending time with the team and absorbing information from the team is crucial to your success.

You don't need to tick all the boxes to apply for this role. Whether it's your first or fifth role, we believe everyone can add value and should want to learn. However, these might be some of the ways you are currently adding value:

1. You have a track record of exceptional delivery within a regulated industry or healthcare operations role.
2. You may also have experience in Personal Injury medical operations or concussion testing.
3. You have a customer operations background and understand what it means to build a customer service team.
4. You have a proven ability to lead teams and can demonstrate their performance.
5. You have experience delivering efficiencies and are a master of processes and implementation.
6. You have experience with customer service platforms, such as Zendesk.
7. You have experience with applying automation or AI to manual operational processes.
8. You are an effective communicator who can coherently explain complex processes, bringing all organizational stakeholders along for the journey.
9. You have a data-first mindset, are comfortable manipulating numbers, and know how to use them to improve performance.
10. You are comfortable dealing with ambiguity and are not afraid to change your mind or challenge your previous assumptions based on new evidence.
11. You are comfortable working at high speed while not compromising on execution quality.
12. You are forward-looking and constantly pushing yourself and your teams to identify process improvements.

HOW WE WILL INTERVIEW YOU:

We keep our interview process short, and as a lean business, we can move through the stages quickly. Due to availability, there may be a change to the order of the interview process, but generally speaking, this is what you can expect:

1. Introductory call/interview with Sam, our Senior Talent Partner. The call will be via telephone and should last around 30 minutes.
2. Should it feel like there is an initial fit for all, we will invite you to a 45-minute video call with the hiring manager. This is a more structured interview that will deep-dive into the role and technical needs.
3. All of our roles will have a small assessment stage. This might be in person, a take-home assessment or further video calls. Length varies; however, we are mindful that you will have your own work to do and, therefore, try to keep it as simple as possible.
4. Meet the founders and/or other team members. Again, the length varies depending on the number of people and whether in person or via video call.
5. Offer!

BENEFITS:

We divide this into the basics you should expect and the added benefits.

The basics:

• $85k - $95k + variable compensation
• 401k
• Healthcare, Vision and Dental
• All the equipment needed for you to do your role effectively
• Flexible working
• Hybrid working options
• Personal Development budgets
• 18 days PTO
• 10 paid sick days

The benefits:

• Equity
• Wellness budget to spend via a partner platform

DIVERSITY AT SCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

We look forward to receiving your application!