Livongo is hiring a

Member Support Clinical Experience Lead

Remote

The Opportunity

We are looking for someone with a healthcare background and a passion for customer service to help bring increased clinical literacy to the Member Support organization while improving member experience. As part of the Livongo program, members utilize our connected devices to remotely monitor their blood glucose, blood pressure, and weight. The Member Clinical Experience Lead will help drive increased member comfort level with Livongo devices (with a particular focus on the Livongo glucometer) while instilling overall member confidence in the Livongo program.


Responsibilities

  • Handle individual member escalations from our frontline Member Support team. These escalations may take the form of scheduled callbacks or warm transfers.
  • Manage time effectively in order to efficiently close out assigned escalation cases
  • Correctly document member interactions within the Livongo CRM according to Member Support best practices & procedures
  • Work to broaden the expertise & qualitative performance of our frontline “accuracy pod” by acting as a trainer, coach, and consultant
  • Help drive measurable improvements to Member Support KPI’s and SLA’s (cost per call, AHT, quality scores, and more)
  • Help create, document, and install new talk tracks, processes, and best practices for member inquiries related to device accuracy
  • Drive a deeper level of clinical understanding within the Member Support Organization
  • Help represent Member Support in cross-departmental clinical initiatives
  • Drive increased efficiencies and coordination between Member Support and the Livongo Coaching Team

 

Candidate Profile

  • Has at least 5 years of professional experience in the healthcare field
  • Must own at least one valid license/certification/registration in the healthcare field. (CDCES strongly preferred, but RN, RD, PharmD, PA or ASCP also relevant.)
  • Previous experience at a medical device company (especially in a consumer facing capacity) strongly preferred
  • A strong background knowledge behind the science and latest up to date treatment options and best practices for managing diabetes
  • Literacy around monitoring guidelines and clinical best practices for managing hypertension and weight/obesity also strongly preferred
  • Robust understanding of HIPAA with a dedication to ensuring HIPAA compliant practices and protocols
  • Assumes responsibility for professional development and continuing education to maintain clinical knowledge and skills
  • Excellent written and verbal communication skills
  • Ability to communicate with members empathetically and according to the Livongo culture
  • Ability to establish rapid member rapport via telephonic interactions
  • Comfortable working with mobile and remote technologies (Salesforce, G-Suite, Outlook, Zoom, Slack, Bridge, Confluence, JIRA, etc.)
  • Bilingual Spanish/English desirable, but not required.
  • Comfort with fast-pace as we are constantly innovating and iterating to business needs; flexibility and adaptability are essential qualities.
  • Work remotely from home
  • 40% travel to external support center required (pending resolution to the COVID-19 pandemic, until then there will be no travel expectations)

Why Livongo?

The Transformative Name in Healthcare:  The transformative industry forces in Community, Content and Commerce are now household names. As Amazon is to Commerce, Livongo is to Healthcare. With our Applied Health Signals engine, AI+AI, we’ve transformed how care is delivered.

Our Work Truly Matters: Livongo’s proprietary, consumer-first technology is revolutionizing the experience of living with a chronic health condition. Our data-driven digital health engine enables our Members to seamlessly manage multiple health conditions on one empowering platform. We use smart, connected devices, personalized digital guidance, and 24x7x365 access to health professionals to make it easier for people to stay healthier.

Make an Impact:  Do you want to accomplish something meaningful? To create results that matter. Livongo’s innovative solution produces industry-leading member satisfaction, measurable clinical outcomes and proven healthcare costs savings. With our growing member base of over 200,000 people with chronic conditions, your work can truly improve lives on a national scale.

The Largest Digital Health IPO in History: We are at a milestone period in our history. On July 25, 2019 we took our company public, in order to elevate and expand the way the industry views us, thus ushering us into a whole new set of mission-critical conversations that will help us accomplish the work still to be done. As we reach new levels of achievement, we accelerate our ability to deliver life-changing services.

Focus on PEOPLE:  Livongo has been voted one of the Best Places to Work in healthcare, by Fortune Magazine and Best Place to Work! Talented, passionate individuals make the difference, in this fast-moving, collaborative and inspiring environment.

Diversity and Inclusion:  At Livongo we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position. 

Growth and Innovation:  We’ve already made healthcare history, yet we remain on the threshold of very big things. Leading the industry with our Applied Health Signals category, we have cracked the code to transforming healthcare. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

See photos, watch videos and learn more about Livongo: follow us on Glassdoor.

#LivongoIPO                                                                                        #appliedhealthsignals

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy (including breastfeeding – we have a mother’s room in both our offices). In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.

 

#LI-Remote

Similar jobs

Other jobs at Livongo