Solutions Consultant

Full-time
Location: Oakland, Denver, or remote (PT or MT time zones)
Group: Customer Solutions
Hiring Manager: VP of Product/Head of Professional Services

About LifeLink

LifeLink is pioneering a new class of patient experience technology that’s mobile, conversational, and simple. COVID-19 has forced every healthcare organization to re-think care delivery, and we’re at the forefront of making care more virtual, scalable, and accessible.

LifeLink delivers a powerful combination of patient chatbot, workflow automation, and systems integration capabilities. We work with some of the largest healthcare systems and pharma companies in the world to automate millions of high-value patient touchpoints everything from getting ready for appointments and following up on referrals, to enrolling in clinical trials and managing complex special therapies.

We’re a passionate team that’s built successful enterprise solutions before and we’re pulling off industry firsts. Our success will depend on continuing to attract creative, collaborative, and driven people.

About the Position

A Solutions Consultant is a hybrid between a product manager, a project manager, and a UX designer for LifeLink-powered customer solution deployments. You will lead a small team of solutions engineers through the process of deploying the LifeLink platform and targeted solution templates, to solve specific customer needs. Each deployment typically takes 4-8 weeks, and the work includes discovery, design, implementation, testing, launch, and the iterative improvement of the workflow solution.

Who will thrive as a Solutions Consultant?

Solutions Consultants love to solve customers’ problems. Their communication style engenders trust and confidence. Their genuine curiosity leads them to listen carefully and ask probing questions. They understand that what people ask for, and what they actually want, are often different things. They enjoy turning chaos into order and understand that details matter. They appreciate functional design that elegantly delivers its intended value. They aren’t afraid of technical complexity and enjoy working with engineers to understand technical concerns and limitations. They are effective at balancing competing priorities. They stay calm under pressure.

Key Solutions Consultant Responsibilities

• Lead implementation services engagements for LifeLink’s patient-facing workflow solutions (e.g. pre-appointment prep, referral management, appointment follow up, etc) at major healthcare organizations
• Empathize with our customers and their end users (i.e. patients) and surface alternative, under-represented perspectives as needed
• Manage customer relationships during deployments and engage with a broad spectrum of customer stakeholders, including clinicians, innovation leaders, and business executives
• Work collaboratively with customers to define project scope, design UX workflow, create flow diagrams, design chatbot scripts, and coordinate technical integrations
• Direct the work and set the priorities for a small team of LifeLink Implementation Engineers to ensure customer projects are delivered on time and on budget, according to plan
• Manage deployment execution: write user stories, prioritize the work backlog, conduct acceptance testing, and coordinate the launch process for each customer deployment
• Facilitate agile team processes: project inceptions, implementation planning meetings, retrospectives, and daily standups
• Run user testing to optimize usability and eliminate ambiguity
• Foster a positive, inclusive environment for a team with a diversity of personalities and communication styles

Required Skill Set

• Mature communication and conflict resolution skills
• 3+ years of solutions consulting, product management, and/or project management experience
• Demonstrated capacity to manage customer relationships
• Strong project management skills, with an ability to lead cross-functional teams, organize complexity, and create structure
• Ability to define and prioritize work in a complex technical and business context
• Experience working closely with software engineers and a demonstrated ability to understand technical discussions about architecture and implementation decisions
• Passion for good UX design
• Experience conducting user research
• Exposure to Agile and/or Lean methodologies
• Strong written and verbal communication skills
• Undergraduate degree or equivalent experience

Other Valuable Skills

Prior experience in software engineering, design, or customer success
Prior experience in digital health design or healthcare operations
Experience designing and/or building chatbots
Diversity and Inclusion

LifeLink believes that a team with a diversity of backgrounds, perspectives, and skills increases our potential for valuable insights. We also understand that supporting heterogeneity is hard and requires ongoing effort. We work hard to create a positive environment so that our entire team can thrive.

Compensation and Benefits

Competitive compensation and early stage equity commensurate with experience. Full health benefits package, 3-4 weeks of open PTO, generous parental leave, and a culture that emphasizes work-life balance.

To Apply

Please send a resume and cover letter to [email protected]. Use the subject “[Solutions Consultant]”.