Heartbeat Health

Director

• In this role, you will help develop, define, and partner with our teams to launch and scale patient activation and engagement at Heartbeat Health. You’ll identify where and why patients disengage; design and iterate programs and workflows to improve activation; and partner closely with the Clinical, Product, Marketing, Data, and Operations teams to turn insights into action.
• Help build and launch a more programmatic approach to our patient activation and engagement, including working with the team to define scope, goals, and success metrics.
• Analyze patient journey data to identify drivers of low activation and opportunities for improvement.
• Design and help implement activation strategies across workflows, tooling, and patient communications.
• Partner cross-functionally with Clinical, Product, Data, Growth, and Operations teams to influence roadmap decisions and operational changes.
• Help develop scalable programs, playbooks, and processes to improve patient engagement and follow-through.
• Help establish KPIs and reporting to measure activation, conversion, and program effectiveness.
• Serve as the internal subject matter expert on patient engagement and activation best practices.
• Test, iterate, and continuously improve activation and engagement strategies based on data and outcomes.

Patient Engagement Director

Bilingual

• You’re a heart hero! You’ll be at the center of a wide range of mission-critical initiatives, helping Heartbeat make rapid progress in the experiences we deliver and optimizing the supporting systems
• Own all patient communication, including outreach, engagement, data entry into internal and external systems, scheduling, appointment coordination, pre-authorizations, and billing follow-up
• Schedule virtual visits and outpatient procedures (such as stress tests, echocardiograms, and cardiac calcium scoring) with both Heartbeat and third parties
• Discover and recommend better ways to communicate, connect, and build relationships with Heartbeat patients. Follow up with patients via email, phone, and/or text to drive patient engagement
• Provide technical support and connection assistance to patients
• Compile, verify accuracy, and sort information to prepare source data for reporting. Identify and correct deficiencies or errors in data, processes, and systems
• Document customer and account data and generate standardized reports
• Proactively identify opportunities for improvement and risk mitigation
• Execute policies that promote the best patient experience
• Hours will be 9 am to 5 pm PST

Bilingual, Spanish Clinical Services Coordinator

Business Analyst

• End-User Support and Technical Resolution
• Request Management: Own and manage the lifecycle of all end-user support requests within the ticketing system. This includes triage, prioritization, assignment, escalation, and timely resolution of technical issues in alignment with Service Level Agreements (SLAs).
• Enterprise Application Support: Serve as the primary point of contact for resolving complex technical issues and providing specialized support for all corporate applications, including SaaS platforms, and collaboration suites.
• Identity and Access Management (IAM): Execute timely and accurate end-user provisioning and de-provisioning across all critical systems, ensuring compliance with security policies from onboarding through offboarding.
• Security and Compliance Audits: Conduct comprehensive quarterly access reviews (QARs) to validate that users maintain the appropriate level of access necessary for their roles (Principle of Least Privilege), identifying and remediating any access discrepancies to maintain a strong security posture and meet regulatory requirements.
• Device Configuration and Management: Oversee the entire lifecycle management of all corporate-owned devices (laptops, mobile devices, peripherals). This includes procurement, standardized imaging, deployment, configuration via Mobile Device Management (MDM) solutions, routine maintenance, inventory tracking, and eventual secure decommissioning.
• Technology Operations and Security: Act as the administrator for a diverse portfolio of third-party, cloud-based applications including vendor management, license tracking, configuration changes, integration maintenance, performance monitoring, and ensuring vendor compliance with HBH security standards.
• Security Awareness and Training: Develop, implement, and lead mandatory security awareness programs and training sessions for all HBH employees.
• Standard Operating Procedures (SOP) Documentation: Be responsible for the meticulous creation, maintenance, and continuous improvement of comprehensive documentation, including detailed Standard Operating Procedures (SOPs), knowledge base articles, runbooks, and system architecture documentation to ensure operational consistency and facilitate efficient knowledge transfer.
• Business Systems Ownership: Manage, optimize, and improve the performance, reliability, and security of HBH's core business systems and operational technology stack.
• Strategic Solutions Development: Partner with various business units to develop, implement, and support innovative technology solutions.

Patient Engagement Director

Bilingual, Spanish Clinical Services Coordinator

Technology Solutions Analyst