About Babyscripts

Babyscripts exists to solve the problems generated by the critical shortage of obstetrical providers in the U.S. Babyscripts was founded to rethink the delivery of pregnancy care through the power of technology and remote patient monitoring. Babyscripts offers comprehensive virtual maternity care that, through managing various levels of risk, addresses an outdated model for pregnancy care that has not moved the needle in decreasing maternal morbidity and mortality; an inability to address social determinants of health; and the critical need to transition care outside of the clinic.

Babyscripts is a leading innovator in digital health, dedicated to transforming the landscape of maternal care. Our digital platform and virtual care management team engage people who are pregnant to help them through their journey, particularly those with complications related to hypertension, diabetes, and mental health.

We monitor point-of-care device-generated data to trigger personalized interventions while simultaneously informing providers and payers of addressable risks. Babyscripts takes on the tasks related to human-based interactions as required for RPM reimbursements, eliminates excess costs for OB practices to take this added work on themselves, and improves patient engagement, satisfaction, and outcomes across the continuum of maternal care. We are ushering in a new era for women’s health. Remote monitoring is a smarter way to care.

About the Role

In this role, you will play a pivotal role in implementing and scaling up Babyscripts’ solutions across our customers in a defined territory. You will work closely with clients to understand their unique needs, deliver exceptional service, and set customers up for success upon launch. You will be responsible for building strong relationships with health care providers and patients, providing exceptional program support, and driving adoption of our Remote Patient Monitoring (RPM) program.

This person will primarily wear two hats:

1. Lead customer onboarding initiatives on-site from kickoff to 90 days post-launch for each practice / clinic with minimal guidance to achieve predicted scale-up volumes within the first year.
2. Manage the overall account relationship by monitoring program adoption, compliance, and reimbursement activities after Proforma ramp goals have been achieved, both on-site at the practice and remotely.

This person will report to the Head of Customer Experience and work closely with and in support of the Senior Implementation Manager. A successful candidate is highly motivated, entrepreneurial, energetic, agile, flexible, comfortable with ambiguity and operating in fast-paced, small-team environments, and ultimately isn't afraid to roll up their sleeves to get the job done.

Responsibilities

Onboarding Clients: Coordinate and execute Implementation Playbook for new Customers through completion of key activities and requirements, including but not limited to:

• • Preparing workflow documentation, configuring platform and content, leading user testing and readiness activities, and delivering, marketing materials and other assets needed to support go-lives, with particular emphasis on patient identification and onboarding activities performed by practice staff (e.g., Medical Assistants, RNs, and front desk staff)
  • Providing virtual and in-person product and functionality overviews and demos for all aspects of the Babyscripts program, including supporting Sales team with closing deals
  • Leading on-site training for providers, clinicians, and staff → You are responsible for coaching and developing a strong user base of Babyscripts advocates and champions.
  • Addressing client inquiries, red flags, and concerns and owning the solutioning by working with internal teams (e.g. troubleshooting technical issues with Product and Engineering team, activating Support and Care Management teams post-launch)

Program Success and Support: Build strong relationships with client stakeholders through regular communication and follow-up.

• • Tracking program health and serving as “boots-on-the-ground” to ensure successful program adoption and ramp → You are responsible for expertly navigating the complexities and challenges around change management to ensure adherence to account health KPIs.
  • Leading Customer-facing project meetings that include internal stakeholders and external stakeholders (clinical, operational, IT, care management, and billing) to provide regular program updates on key metrics and share insights and recommendations for improvement.
  • Analyzing program data to identify trends and opportunities, developing and implementing corrective action plans, and collaborating with cross-functional teams to optimize and improve program delivery and technology.
  • By being on the ground and leveraging data insights, proactively identifying and addressing any potential issues or concerns and providing timely and effective solutions to client inquiries and requests.
  • Working closely with Sales, Implementation, Product and Engineering, Customer Success, and Operations teams to ensure alignment against expectations and reality → You will serve as the primary voice of the Customer in the post-Sales space and be responsible for uncovering insights to improve the customer experience.

Implementation and Account Support: Provide ad-hoc implementation and project management support for Implementation and Customer Success teams, including clients that are not part of your defined territory.

• • Following project management processes and protocols to provide clear documentation, visibility, and status reporting for all projects.
  • Identifying areas for process improvement and implementing the “next better version” of internal policies and procedures, always evolving best practices and thinking ahead to scale.
  • Providing ongoing feedback on the user experience to inform product development and future iterations.

Qualifications

Education:

• • Bachelor's degree or equivalent experience

Experience:

• • 2+ years of experience in implementation, customer success, account management, or a related field
  • Strong understanding of health care and remote patient monitoring technology
  • Experience working with or in an OB practice (preferred)
  • Experience in digital health, start-ups, women’s health space (preferred)
  • Strong customer service skills, a “customer-first” background, and a passion for helping others

Project Management:

• • Understanding of methodologies like Lean and Six Sigma for continuous process improvement
  • Ability to continuously monitor processes in an OB practice to make necessary adjustments to maintain efficiency
  • Ensuring that process changes improve the experience for provider/clinic customers and their patients in relation to the Babyscripts RPM solution
  • Strong ability to communicate process changes and improvements clearly and concisely to stakeholders at the practice and at Babyscripts
  • Competence in working with cross-functional teams at the practice to gather input and gain buy-in for process implementations
  • Expertise in identifying the underlying causes of workflow issues
  • Ability to document and visualize current workflows to identify areas of improvement with familiarity with workflow management and analysis tools, such as Microsoft Visio, Lucidchart, and various project management software

Location:

• • We are hiring for two openings in two separate regions, with initial priority given to candidates based in Southern Nevada and surrounding areas
    • First role: Preference to hire in Southern Nevada area with expansion throughout Southwest territory (Southern CA, AZ, and Las Vegas metro)
    • Second role: Preference to hire in Houston area with expansion throughout South Central territory (metropolitan areas in Texas, Oklahoma, Louisiana)
  • Willingness to travel for work (up to 80%)
    

Other:

• • Excellent communication, problem-solving, and interpersonal skills
  • Proactive, hands-on, and “move-fast” mentality
  • Experience using Google Suite, Microsoft, HubSpot and other tools to track project progress and assess go-live readiness
  • Ability to learn new technologies quickly
  • Strong organizational and time management skills

Compensation & Benefits Information

• • The expected base salary range for this position is $65k to $95k.
  • Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications, and geography.
  • Employees may be eligible for equity and quarterly discretionary, performance-based bonuses in addition to base salary.
  • All full time Babyscripts employees are eligible for our benefits package, which includes medical coverage with employer contributions, dental and vision coverage, flex spending accounts for health and dependent care, and employer-paid short-term disability and life insurance. We also offer a comprehensive leave program, which includes unlimited PTO, 10 company holidays, and parental leave. Other benefits include a 401(k) plan, employee recognition reward program, and a 'work where you live' culture with a stipend to help set up your work-from-home space.

Babyscripts is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Applicants must be authorized to work lawfully in the United States. We encourage candidates from all backgrounds to apply.