Position: Project Manager

Company: Amalgam Rx, Inc.

Department: Project Management

Company Overview: At Amalgam Rx, our mission is to empower patients and providers to make the best decisions possible - in the provider workflow and in patients’ everyday lives. Through a suite of EHR Solutions and a modular SaMD platform, Amalgam enables the leading life sciences companies, health plans, and provider organizations to collaboratively reimagine healthcare and create lasting change across the ecosystem.

We blend art, science, and technology to create and distribute exceptional – often regulated - digital products, including digital medicine, patient identification, clinical decision support, clinical trial recruiting, and more. Our modular platform enables rapid solution creation and is directly integrated in the EHR workflow - allowing for rapid scale across health systems and around the world. Today, Amalgam's algorithms and applications support nearly 10 million patients across 4 continents and have helped providers make over 50 million decisions.

We seek brilliant minds and passionate individuals to help us realize our vision and continue our rapid growth. We challenge each other, learn from each other, work hard, and have fun together. You’ll come to work every day with an opportunity to break new ground, and if you believe in the limitless potential of digital health, you’ll love the team.

Job Purpose: The Project Manager will help lead some of Amalgam’s most critical initiatives. This role, using the right balance of agility and predictability, will help Amalgam be efficient with both new releases and enhancements to its products. The role relies on a blend of traditional project management practices with an Agile development approach for Amalgam’s projects. We’re looking for a natural leader that is dedicated to leading the team and who exercises strong analytical, planning, and organizational skills in managing multiple competing demands impacting this team.

Position Type: Full-time position

Location: Remote, travel when needed.

Job Responsibilities:

• Coordinate and support digital product development from initiation through completion. Specific activities include:
  • Act as a liaison with the multiple business units: Commercial, R&D, Medical, Regulatory, Pharmacovigilance, Legal, Privacy, and IT to collect inputs and feedback on product requirements.
  • Coordinate the product iteration by owning the Agile/SDLC meetings and providing clear and detailed definitions and priorities that guide the work of the teams: User Experience, Software Development, Quality Assurance, Validation, and Technical Support.
  • Possess a deep understanding of product details to manage the roadmap and assist Product Manager in making tradeoff decisions while continually adjusting direction as the market or client's needs changes.
  • Ensure the product meets a consistent quality standard by adhering to Amalgam's Quality Management System (QMS) and standard operating procedures (SOPs).
  • Work closely with the Product Manager to support the product life cycle and release management.
  • Conduct Regular Project Standup meetings.
  • Coordinate effort from various project departments.
  • Own the Scope of the Project/Sprint.

Desired Attributes:  

• Startup experience in healthcare is a plus.
• Experience managing integration projects with EHRs (Athena, Cerner, NextGen, Epic etc.).
• Experience with startup/early-stage companies.

Knowledge & Experience: 

• Minimum 5 years of experience managing web/mobile software development projects.  
• Experience developing Software as a Medical Device (SaMD) is preferred. 
• Ability to lead discussions among senior stakeholders with various backgrounds and lead into a decision. 
• Detail oriented and capable of leading or directly managing both an individual and a team. 
• Ability to work collaboratively on multidisciplinary and cross functional teams. 
• Hands-on experience with developing and reporting on metrics for engineering development, test development and execution, bugs, issues, risks, and other aspects of project and program management. 
• Clear understanding of agile software development methodologies and key best practices. 
• Strong analytical, problem solving and planning skills. 
• Excellent interpersonal and communication skills. 
• Ability to work in a very dynamic, geographically distributed, and timeline sensitive work environment. 
• Must have a growth mindset and continually be growing one's craft, learning new tools and techniques.  
• Proven experience with software design and development. 
• Experience with software project/program management. 

Required Education: A strong academic background with a bachelor’s degree in business or technology is required.

Compensation Benefits: Amalgam offers competitive compensation, outstanding benefits, plus equity ownership for all employees.

Position: Customer Care Manager

Company: Amalgam Rx, Inc.

Department: Regulatory & Quality

Hiring Manager: VP, Reg & Quality

Company Overview: At Amalgam Rx, our mission is to empower patients and providers to make the best decisions possible - in the provider workflow and in patients’ everyday lives. Through a suite of EHR Solutions and a modular SaMD platform, Amalgam enables the leading life sciences companies, health plans, and provider organizations to collaboratively reimagine healthcare and create lasting change across the ecosystem.

We blend art, science, and technology to create and distribute exceptional – often regulated - digital products, including digital medicine, patient identification, clinical decision support, clinical trial recruiting, and more. Our modular platform enables rapid solution creation and is directly integrated in the EHR workflow - allowing for rapid scale across health systems and around the world. Today, Amalgam's algorithms and applications support nearly 10 million patients across 4 continents and have helped providers make over 50 million decisions.

We seek brilliant minds and passionate individuals to help us realize our vision and continue our rapid growth. We challenge each other, learn from each other, work hard, and have fun together. You’ll come to work every day with an opportunity to break new ground, and if you believe in the limitless potential of digital health, you’ll love the team.

Job Purpose: The Customer Care Manager is responsible for managing the customer care team to ensure that customer feedback is responded to in a timely manner, appropriately escalated, and triaged to appropriate departments for resolution and continual improvement of the products and services offered by Amalgam Rx, Inc. 

The Customer Care Manager leads the department in developing processes and supporting materials to enhance the customer care process, including but not limited to reporting and monitoring resolution of issues to closure with appropriate documentation; identifying potential or adverse events that require escalation, and analyzing trends in customer feedback to improve users’ experiences. 

Position Type: Full-time position

Location: Remote, travel when needed.

Job responsibilities:

• Contributes customer service information and recommendations to strategic plans and reviews
• Implements production, productivity, quality, and customer-service standards and processes
• Responds to customers’ questions
• Investigates customer concerns
• Detects and resolves problems
• Clearly documents customer feedback to facilitate resolution by cross-functional team
• Studies, evaluates, and re-designs processes based on results
• Provides problem-solving resources, technical resources, and help desk resources
• Prepares and completes actions plans
• Completes audits
• Identifies customer care trends and determines system improvements
• Conducts surveys, focus groups, and audits and initiates corrective actions as needed
• Communicates with RAQS as needed for medical device complaint handling and potential/actual adverse events and advisory notices
• Manages staff through appropriate coaching and evaluation
• Oversees customer care team to ensure workforce is capable and effective

Desired Attributes:

• A minimum of 2 years of experience in customer care management
• Positive attitude and excellent customer service to all customers
• Strong decision-making skills
• Proven problem solver and leader
• Able to develop standards and processes and continually refine them
• Able to manage processes, identify barriers, and suggest resolutions
• Able to clearly communicate complex information
• Able to execute in a fast-paced start-up environment
• Uncompromising commitment to quality
• Team player, good listener, and capable of building strong relationships
• Enthusiasm, high energy, and mind-blowing determination to succeed
• Self-starter, able to work independently or in a team environment
• Unquestionable integrity and ethics

Knowledge & Experience:

• Startup experience in healthcare is a plus
• Proven experience in customer service, operations, or support, ideally within a regulated environment
• Outstanding leadership and interpersonal skills
• Excellent written and verbal communication skills
• Basic understanding of software development
• Knowledge and/or experience in healthcare systems
• Proficiency in customer service software and Office products

Required Education: Bachelor’s degree

Compensation Benefits: Amalgam offers competitive compensation, outstanding benefits, plus equity ownership for all employees.

Position: Senior Customer Success Manager

Company: Amalgam Rx, Inc.

Company Overview: At Amalgam Rx, our mission is to empower patients and providers to make the best decisions possible - in the provider workflow and in patients’ everyday lives. Through a suite of EHR Solutions and a modular SaMD platform, Amalgam enables the leading life sciences companies, health plans, and provider organizations to collaboratively reimagine healthcare and create lasting change across the ecosystem.

We blend art, science, and technology to create and distribute exceptional – often regulated - digital products, including digital medicine, patient identification, clinical decision support, clinical trial recruiting, and more. Our modular platform enables rapid solution creation and is directly integrated in the EHR workflow - allowing for rapid scale across health systems and around the world. Today, Amalgam's algorithms and applications support nearly 10 million patients across 4 continents and have helped providers make over 50 million decisions.

We seek brilliant minds and passionate individuals to help us realize our vision and continue our rapid growth. We challenge each other, learn from each other, work hard, and have fun together. You’ll come to work every day with an opportunity to break new ground, and if you believe in the limitless potential of digital health, you’ll love the team.

Job Purpose: The Senior Customer success manager (CSM) will be responsible for managing relationships with our provider customers. This role’s primary focus is to be the point of contact with our customers and ensure they are maximizing the value they achieve. The Senior CSM will be working closely with our large enterprise customers (top 15 health systems) and small and medium size medical groups. The CSM will bring with them direct experience and knowledge from working within the healthcare industry with an emphasis on value-based care. The Senior CSM reports directly to the General Manager of Avhana. 

Over time, as we grow out the team, the Senior CSM would act as a mentor to other members of the growing Customer Success team.

Position Type: Full-time position

Location: Remote, travel when needed.

Job Responsibilities:

•  Build strong relationships with our executive team's members of our enterprise customers.
•  Understand new areas of expansion with our customers.
•  Run monthly touch base meetings with enterprise customers.
•  Be the first point of contact for all our customers, and work with the greater Avhana team advocating for the resolution of customer issues. 
•  Generate customer facing presentations at multiple points during the customer journey. 
•  Work with customers to understand feature requests and product enhancement. 
•  Utilizing business intelligence tools to understand customer behavior and help implement best practices. 
• Mentor new customer success team members.

Desired Attributes:

• 8+ years of experience in a customer-facing role in the healthcare industry.
• Experience working with EHR or other tools to support the VBC journey. 
• Demonstrated experience working with clinical staff and health system C-Suite.

Knowledge & Experience:

• Startup experience in healthcare is a plus.
• Experience on a growing customer success team.

Required Education: A strong academic background with a bachelor's degree in engineering, science, nursing, business or related field. 

Compensation Benefits: Amalgam offers competitive compensation, outstanding benefits, plus equity ownership for all employees.