Who We Are
Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.
What You’ll Do
As Manager, Product Help Center, you will lead and scale a high-impact support function serving both our internal care teams and, in time, our caregivers and patients, primarily with technical issues. In this role, you will:
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Build, scale, and lead a high-performing support team across multiple channels and user groups by establishing service standards, processes, and support collateral, while supporting and mentoring a team.
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Develop and execute a comprehensive support strategy that serves both internal team members and is prepared to serve external customers (patients and caregivers).
- Continually analyze trends in support data and lead root-cause analyses to identify systemic problems and improvement opportunities.
- Ensure support platform/process compliance with healthcare privacy regulations (HIPAA) and data security requirements
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Partner cross-functionally to identify systemic issues and drive continuous improvement.
- Act as a strong partner to clinical and operational teams by reducing friction and improving response times.
- In partnership with Learning & Development, create self-service resources, knowledge bases, and training materials for internal users
- Partner with technology teams to improve and optimize the platforms you’ll support.
- Collaborate with legal, compliance, and security teams as needed