We are a team on a mission, to put accessible and affordable healthcare in the hands of every person on earth. Our mission is bold and ambitious, and it’s one that’s shared by our team who shares our values, to dream big, build fast and be brilliant.
To achieve this, we’ve brought together one of the largest teams of scientists, clinicians, mathematicians and engineers to focus on combining the ever-growing computing power of machines, with the best medical expertise of humans, to create a comprehensive, immediate and personalized health service and make it universally available.
babylon was included in WIRED’s 2016 Top 100 Hottest Startups in Europe and CB Insights 2017 Global ‘AI 100’ list. Fortune Magazine included babylon in their 2017 list of ’50 Companies Leading the AI Revolution’, the only listed company using AI in healthcare delivery.
At babylon our people aren’t just part of a team, they’re part of something bigger. We’re a vibrant community of creative thinkers and doers, forging the way for a new generation of healthcare.
We’re only as good as our people. So, finding the best people is everything to us. We serve millions, but we choose our people one at a time…
We’re looking for a Tools, Systems and Automation Lead who will work intimately with the clinical operational team and across multiple technical teams to drive the strategy, tooling infrastructure and processes to enable us to build the first at scale digital general practice that can support millions of patients.
You will own the internal tools and systems that help power our operational teams. These tools include CRM, email/chat as well as phone. You should have a deep understanding of best in class providers, implementation philosophy and infrastructure requirements to scale. Because we are a start-up and run lean, you should also be able to support the integration and upkeep of these tools independently.
You will manage a diverse range of projects and responsibilities from identification to implementation that are focused on continually improving the experience of our members by focusing on the suite of tools, systems and programs we use to optimise their healthcare journey.
Your role is to:
Champion Member Experience:
Work closely with the product and engineering teams to define and optimise member appointment based on feedback and insights of known pain points and feature requests.
Define and develop a digital support strategy with stakeholders. Understand the different digital customer support journeys and identify improvements
Scope, articulate and optimise the support experience via development of robust set of integrated tooling for agents
Optimising support processes and tools
: Identify areas of business risk and impact for resource allocation and provide input on process/solution design across internal/external tools and systems.
Innovating on Experience
: You will challenge what is possible across our clinical and membership operations team. Innovate, drive, and deliver impactful ideas that will take customer support to the next level via automation and a member-first mentality.
Structure, develop and communicate data-driven, insightful, and compelling theory, hypotheses, tests and recommendations on improving operational issues at the company for senior stakeholders.
: Identify 3rd party tools and service providers to complement internal systems. Own full process from sizing opportunity, to RFP, to vendor selection and integration.
Maximise the value delivered from vendors and push/influence their product development.
Lead and program manage complex, cross-functional initiatives and launches (i.e. set process, deadlines, deliverables) end-to-end
Who fits the role:
High performing work experience in startups, transformational business environments with warp speed growth, strategy, operations, analytics, or a variety of other specialty roles with demonstrated ability in quantitative fields.
Strategic visionary to inform, influence, and execute new strategies and operational tactics for new products / business lines using sound analysis and impact metrics to support positions.
Deep subject matter expertise around support and operational tools and systems including CRM, email and telephony, knowledge base and information management systems. Solid understanding of tooling ecosystem and infrastructure requirement to support 10x growth international business.
Highly intelligent, numerate and analytical- with a data-driven decision making mentality, sound business judgment, and the ability to back your analysis up with deep analytical thinking.
Experience planning, developing and growing the systems and processes to support a complex logistical B2C services business containing elements of online, phone, video and face to face delivery to end users.
Ability to take initiative in a constantly-changing work environment and adopt a do-what-it-takes mindset. You’re not afraid of getting your hands dirty and have a do whatever it takes attitude to getting things done in the name of a better healthcare experience.
Must also have strong interpersonal skills and work in a non-hierarchical manner across multiple teams. You love people and working in teams. You are collaborative to a fault, understanding that none of us are successful unless all of us are.
Competitive salary package including share scheme
Free babylon for you and your family
One of the nicest offices you’ll ever see, located in the heart of Chelsea
Free healthy breakfast, and snacks
On site table tennis and video game competitions
Regular social gatherings and an intimate, collaborative environment
A real entrepreneurial spirit and drive to make a tangible difference in the world
Free weekly yoga or football sessions
BUPA health and life insurance
Tagged as: Digital Health, Health, Healthcare
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