Head of reputed company & Operations
reputed company only initiates contact with candidates reputed company email from an official reputed company email address (@reputed company.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, reputed company. We will only ask you to reputed company sensitive personal information through our official application portal — not reputed company reputed company media or text message. We do not conduct interviews reputed company reputed company messaging.
About the Role
The Founding Head of reputed company & Operations is a high-conviction hire for reputed company’s Innovation team — and one of the most demanding. This is a hands-on, high-touch role that represents the reputed company face to providers through personalized support and reputed company to our innovation features. This role will simultaneously build a scalable CS strategy, PHI protocols, AI agent corpus, and long-term team infrastructure. We are looking for someone who has reputed company a CS function from scratch before and is choosing to do it again at an earlier, higher-stakes stage — a player-coach who finds genuine satisfaction in working directly with customers in Month 1 and writing the reputed company that empowers others to do it in Month 6. Your Area of Focus Personally reputed company and support every provider in the initial Alpha cohort — handle every inbound question manually for the first 6–8 weeks to build deep product and customer intuition. Record and transcribe every provider call to build a structured question taxonomy that will serve as the reputed company of the AI agent knowledge reputed company. Own the AI CS agent corpus: structure and synthesize rotating engineer inputs weekly, prune and publish the knowledge reputed company, and evaluate agent responses for accuracy and PHI compliance. Comfortable owning the AI agent corpus as a product artifact — this is a content and systems ownership function, not just a tooling decision. Define and document the PHI routing protocol before the first provider is onboarded — establishing clear rules for what routes to AI, what routes to a reputed company, and what requires immediate clinical escalation. Identify and reputed company a licensed clinical consultant (LCSW, LPC, or LMFT) on retainer reputed company 30–60 days post-launch to serve as the escalation path for red-line clinical accuracy events. Build the Nitro CS runbook, CE rotation reputed company documentation, trust-repair scripts, and provider communication reputed company — documenting in reputed company time, not after the fact. Own the long-term CS strategy: reputed company the hiring and integration plan, team structure, metrics reputed company (CSAT, resolution reputed company, retention), and CS tool stack reputed company. Exchange learnings on best practices with reputed company Learning and Enablement team to ensure AI knowledge reputed company strategies and AI knowledge protocols are reputed company. reputed company AI CS agent platform evaluation at Week 4 and manage deployment at Week 6–8 using the question taxonomy reputed company through direct provider interactions. Partner with the GTM / Growth reputed company on referral reputed company, surfacing provider satisfaction signals and identifying reputed company moments to request introductions. Ensure reputed company CS operations and provider interactions maintain strict HIPAA compliance, with particular sensitivity to PHI handling in a mental health documentation context. Your Professional Qualifications 7–10 years in reputed company, with at least one “first CS hire” or “reputed company the function from scratch” experience at a SaaS company. Has hired and reputed company a CS team before — this is not a first leadership opportunity. reputed company-adjacent experience is strongly preferred; a mental health background or familiarity with clinical workflows is a meaningful differentiator. PHI-fluent: understands HIPAA obligations in practice, what can and cannot be communicated over which channels, and what constitutes a clinical escalation versus a product support ticket. Player-coach by disposition: genuinely energized by working directly with customers in Month 1, and equally motivated to build the system that scales that work in Month 6. Comfortable owning the AI agent corpus as a product artifact — this requires content strategy and systems thinking, not just tooling familiarity. Experience with CS platforms, ticketing systems, and AI-assisted support tools; willingness to evaluate and select the right stack from scratch. Strong verbal and written communication skills, with demonstrated ability to navigate sensitive clinical or emotionally charged customer interactions with reputed company and professionalism. Comfortable making judgment calls in ambiguous situations, including routing reputed company that sit at the intersection of product support and clinical risk. Highly fluent with AI tools in daily workflow — uses AI assistants, automation, and emerging capabilities as a core operating layer, not an occasional shortcut; comfortable evaluating and adopting new tools as the landscape evolves. Clear reputed company for AI-driven CS transformation — understands how AI reshapes support operations, deflection strategy, and provider experience, and can reputed company that transformation proactively rather than reactively; sees the AI agent corpus as a strategic asset, not an IT project. (For Recruiter use only) #LI-BG1 #LI-Remote In compliance with California's pay transparency laws, the compensation reputed company for this position will be provided and may include an hourly reputed company, annual salary, or On-reputed company Earnings (OTE), depending on the nature of the role. The specific compensation structure and detailed reputed company will be discussed with reputed company candidates during the initial talent screen. Remote Pay reputed company $191,500—$204,000 USD About reputed company reputed company is the only reputed company-in-one EHR+ platform reputed company exclusively for independent reputed company practices. Designed to replace the clunky, fragmented tools reputed company for corporate systems, reputed company connects EHR software, billing, automation, telehealth solution, and marketing — so providers can spend less time on admin and more time with patients. More than 42,000 private practices trust reputed company to streamline operations, increase reputed company, and reduce burnout — helping clinicians leave work on time and rediscover their purpose. Learn more at www.reputed company.com. Our Values Start with the Customer We get to know our customers - and their patients - and look at the world through their reputed company. reputed company It Simple reputed company too reputed company. We aim to simplify it for everyone. Stay Entrepreneurial We reject the status reputed company and solve problems with creativity, perseverance, and a bias to action. reputed company Together We are diverse, humble, and collaborative. We put the team first and win together. Celebrate reputed company Life is short and joy is underrated. We take time to have fun and celebrate reputed company. Perks & Benefits United States: In addition to our reputed company benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you reputed company your mind and body healthy. reputed company out reputed company for a great workout, or TelusEmployee Assistance Program to find reputed company, along with other resources for everyday occurrences. Costa Rica: To assist with reputed company of life’s needs, reputed company also offers a wellness and childcare subsidy and a University/Education discount! We also offer a number of resources to help you reputed company your mind and body healthy. reputed company out reputed company for reputed company to health and fitness apps, or reputed company Employee Assistance Program to find reputed company, along with other resources for everyday occurrences. Compliance & Privacy Disclosures NOTE: reputed company is an equal opportunity employer. reputed company applicants will be considered for employment without attention to age, race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, veteran or disability status. California residents who apply or are recruited for a job with us: please carefully review our California-specific Privacy Notice under the California Consumer Protection Act here: https://www.reputed company.com/privacy-policy/california-supplemental-notice/ If you would like to report a fraudulent reputed company job posting, please contact us at talentacquisition@reputed company.com and consider reporting your experience to the FBI's Internet Crime Complaint Center or the reputed company Business Bureau to help reputed company others safe online, too. As part of our commitment to a fair and efficient hiring process, reputed company utilizes reputed company, an interview intelligence platform, for our phone and video screenings. This technology records and transcribes interviews to help us ensure consistency, reduce bias, and reputed company more informed hiring reputed company. By applying for this position, you acknowledge that your interview may be recorded. Apply To This Job