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Patient Success Lead

Journey Clinical

Journey Clinical

Remote
Posted on Monday, June 3, 2024
Journey Clinical is on a mission to transform the growing mental health crisis by accelerating the adoption of frontier treatments that lead to lasting improvements in clinical outcomes. We have built a turnkey healthtech platform to safely and effectively expand access to a powerful modality known as Psychedelic-Assisted Psychotherapy, starting with Ketamine-Assisted Psychotherapy (KAP). In our patient-centered collaborative care model, licensed psychotherapists in the network take on the psychotherapy, while Journey Clinical's in-house medical team takes on patient eligibility, treatment plan and outcome monitoring. Our platform gives psychotherapists passionate about PAP the infrastructure and support required to become empowered KAP providers, while enabling higher standards of patient care and enhanced clinical outcomes.
We have recently closed a successful Series A round led by Union Square Ventures, and are backed by a number of top-tier investors including AlleyCorp, Fifty Years, Able Partners, Gaingels, Palo Santo, PsyMed Ventures, Coalition Operators, Christina Sass co-founder of Andela, ​​Edvard Engesæth, MD co-founder of Nurx and, Hans Gangeskar co-founder of Nurx.
We are building an open-minded and inclusive workplace where you will have the opportunity to grow and collaborate with a diverse team of high performing individuals. Our team combines extensive experience in business and healthcare. We are mission driven and strive to make the workplace stimulating, ethical, rewarding, and fun. Together, we will be working at the cutting edge of a groundbreaking field that is reshaping mental health and we will make a direct impact on people’s lives.
About Journey
Journey Clinical is on a mission to transform the growing mental health crisis by accelerating the adoption of frontier treatments that lead to lasting improvements in clinical outcomes. We have built a turnkey healthtech platform to safely and effectively expand access to a powerful modality known as Psychedelic-Assisted Psychotherapy, starting with Ketamine-Assisted Psychotherapy (KAP). In our patient-centered collaborative care model, licensed psychotherapists in the network take on the psychotherapy, while Journey Clinical's in-house medical team takes on patient eligibility, treatment plan and outcome monitoring. Our platform gives psychotherapists passionate about PAP the infrastructure and support required to become empowered KAP providers, while enabling higher standards of patient care and enhanced clinical outcomes.
We have recently closed a successful Series A round led by Union Square Ventures, and are backed by a number of top-tier investors including AlleyCorp, Fifty Years, Able Partners, Gaingels, Palo Santo, PsyMed Ventures, Coalition Operators, Christina Sass co-founder of Andela, ​​Edvard Engesæth, MD co-founder of Nurx and, Hans Gangeskar co-founder of Nurx. We are building an open-minded and inclusive workplace where you will have the opportunity to grow and collaborate with a diverse team of high performing individuals. Our team combines extensive experience in business and healthcare. We are mission driven and strive to make the workplace stimulating, ethical, rewarding, and fun. Together, we will be working at the cutting edge of a groundbreaking field that is reshaping mental health and we will make a direct impact on people’s lives.
About the role
As the Patient Success Lead, you will play a pivotal role in driving patient engagement, satisfaction, and retention. You will be responsible for scaling and strengthening our Patient Success team, fostering a culture of experimentation, and relentlessly pursuing business goals through data-driven strategies. This role requires a deep understanding of patient journeys, a passion for delivering exceptional experiences, data-driven experimentation, and a bias for action.

What You'll Do

  • Lead a small team of 2-3 Patient Care Specialists, providing coaching, guidance, and prioritization.
  • Own company level patient KPIs; develop, prioritize, execute, and track initiatives to reach (or exceed) company goals.
  • Develop and implement patient engagement strategies to drive activation, retention, and overall patient success.
  • Constantly design and execute experiments to optimize patient experiences, leveraging data and insights to inform decision-making.
  • Collaborate closely with the Growth Marketing team to align patient success initiatives with overall growth objectives.
  • Leverage ActiveCampaign (our CRM platform) to automate and personalize patient communications, nurture campaigns, and track engagement metrics.
  • Analyze patient data and feedback to identify areas for improvement and implement solutions to support patient and business needs.
  • Serve as a subject matter expert and advocate for patient needs, providing insights and recommendations to cross-functional teams.

Who You Are

  • 7+ years of experience at a VC-backed startup or top level consulting firm (or in a similarly fast-paced environment)
  • You are a stellar doer at the IC level, and need minimal guidance to build the programs and resources our customers (and internal teams) need to be successful.
  • You have a track record of driving patient/customer growth and retention through data-driven strategies.
  • Highly technical, with the ability to set up and leverage systems to manage our growth programs, integrating new tools into the process to reduce manual intervention and allow us to scale.
  • Teach us about new tools we should utilize to improve our offerings!
  • Decisive, data-driven leader, with ability to synthesize trends quickly and report out to C-suite
  • Experience managing small teams to drive growth who have a similarly whatever-it-takes attitude
  • You have extensive experience using CRM platforms like ActiveCampaign, with a deep understanding of automation, segmentation, and personalization.
  • You have exceptional communication and interpersonal skills, with the ability to build strong relationships with patients and cross-functional teams.
  • Comfort with (even energized by) environments that lack established structure or playbooks that move at rapid speed and experiment quickly
  • Bias for action and a passion for experimentation, with a willingness to take calculated risks and learn from failures.

What we offer

  • Flexible working hours and competitive compensation
  • A high level of autonomy, and growth opportunities in a cutting edge industry
  • We aim to set our team members up for success and offer a clear path for career advancement and personal growth
  • Work with a team of industry leading experts, who are highly collaborative, disciplined, and who have fun working together
  • The opportunity to change the way we approach mental health by advancing the mainstream adoption of psychedelic assisted psychotherapy and make a positive impact
We recognize healthcare is a universal concern and tackling the mental health crisis will require team members with different strengths from all walks of life. We are an Equal Opportunity Employer and consider applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law.
If you feel discouraged by the job description because your skills don’t exactly match please apply anyway. We likely missed something and are open to expanding our understanding of the role.