HealthMatch is a digital health company transforming the way patients connect to clinical trials. Our mission is to allow for faster and more efficient access to innovative therapies and life-saving medication through our sophisticated technology and data insights - ultimately driving healthcare breakthroughs.
Having launched in Australia in January 2019, we have expanded to New Zealand and Hong Kong with plans for further rapid global expansion in the coming year. HealthMatch has global ambitions to improve healthcare outcomes for all and is growing rapidly in 2020.
At HealthMatch we are patient first, always.
We are seeking a Patient Success Associate to build and drive a word-class experience for the patients & researchers that HealthMatch exists to serve. This is a new role, so to be successful in it, you will possess a strategic mindset with the ability to think and act like an owner. Your strengths lie in communication, empathy & relationship building.
You will be responsible for
Delivering an exceptional experience for both patients & research partners Providing white glove service and support for our patients when requiredFostering relationships with our research partners to ensure seamless patient handovers, but also help improve our commercial relationshipsBeing a trusted advisor for research partners, and key ambassador for our brandBeing the primary contact & advocate for research partners in key internal decisions Working as part of the team to develop strategies to improve the relationships that HealthMatch has with research partnersEnsuring all questions from research partners are satisfactorily responded to, within the set SLAs
We are looking for someone who
Is very customer-centric & passionate about driving successful outcomes for our patients and research partnersIs comfortable building relationships with stakeholders over the phone and in personIs a self-starter who is very organised, knows how to prioritize & loves to problem solveTakes the initiative to solve problems & is innovative when testing different solutionsHas a high level of empathy, grit & is not afraid to roll-up their sleeves to do what it takesHas high attention to detail & can maintain a detailed record of interactions, projects & progressWants to teach the team and wider company your industry findings from working closely with research partnersIs comfortable giving and receiving feedback to everyone, no matter their seniorityIs excited to work across multiple teams in a fast-paced startup environmentThrives in ambiguous environments with a high level of autonomy
Desired qualifications / experience
+1 years experience as either a Customer Success or Account Manager in a high-growth company, preferably a technology startupGood quantitative and analytical background with the ability to tell a story in numbers, synthesise into insights and drive to decisions
Competitive salary + equity optionsModern, well-appointed office in Darlinghurst (a stone’s throw to Hyde Park)Office stocked with food, snacks and beverages
Each member of our executive team is a strong communicator, an effective listener and most of all; commercial. We look forward to you bringing these qualities to the Patient Success team, along with detail and process orientation, methodical behaviour, and high responsiveness.
You will report directly to the Patient Success Lead and will have the opportunity everyday to learn directly from the founder and Senior Management Team.