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Director, Value Delivery (Benefit Support)

Firsthand

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Customer Service

United States · Remote

Posted on Jul 27, 2024

firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians, which focuses on meeting each individual where they are and walking with them side by side as a trusted guide, partner, and first call on their journey to wellness.

firsthand's team members use their lived experience to build trust with these individuals and support them in obtaining socio-economic assistance and in reconnecting to primary and behavioral care. Support like this creates substantial savings for managed care organizations (Medicaid providers) and taxpayers by decreasing inappropriate healthcare utilization. This enables us to build solutions that scale and, as a result, change the way our society supports those most impacted by SMI.

We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun.

firsthand’s ‘Activation’ period spans the first 60-90 days that an individual is engaged with our services. In this Activation period, we help individuals understand their full clinical picture and get enrolled in the right benefit programs. This is especially important when their health conditions are so disabling that they prevent individuals from working or earning substantial income. With our Benefit Support (“BenSupp”) offering, firsthand helps individuals access basic income, one of many keys to stability and recovery. This is a unique opportunity to build a cutting-edge line of business that could shape the future of our industry, while also doing right by the individuals we serve.

As Director of Value Delivery (BenSupp), you will join our Activation leadership team. You will be responsible for developing and leading a business roadmap; collaborating with Product, Data, and Operations to unlock new business potential; and supporting Leadership closely on commercialization strategy. This role reports into the VP/GM of Activation and will be an individual contributor role without people management responsibilities for the foreseeable future.

As a Director of Value Delivery (BenSupp), you will:

Build and execute a business roadmap to develop an industry-leading BenSupp product offering, collaborating with your dyad partners on Data, Product, and Engineering
Partner closely with other Activation Team, Business Operations and Community Operations leaders to drive analytics and performance management of BenSupp, including highlighting risks and opportunities to firsthand’s Leadership
Support Leadership on commercialization strategy for the BenSupp offering

You will be a good fit if you have:

Strong business judgment with strategic and analytical mindset: Ability to approach complex business problems in a structured way, independently synthesize insights using data, and influence decision-making
Ability to collaborate cross-functionally with a diverse range of internal and external stakeholders, leveraging strong communication, interpersonal, and organizational skills
Fast, flexible, and outcomes-focused: able and excited to thrive with rapid cycles of analysis, decision, and action in an ambiguous environment
Embrace the details: energized by rolling up sleeves with a bias for action to get the job done and deliver value
Cultural humility, empathy and growth mindset: seek understanding and remain teachable, using candor and kindness

The required experience you bring to this role includes:

5-7 years of healthcare-specific strategy, operations, consulting, or high-growth startup experience
5-7 years experience and familiarity with BI tools, such as Snowflake, MySQL, QuickSight, etc

Bonus points for:

Familiarity with enrolling individuals into appropriate Medicaid benefit programs in different states, such as SSI and SSDI, HARP, etc
Bachelors or Masters Degree in business, finance, management, analytics, or equivalent
Professional or personal lived experience serving individuals with complex SMI or SUD

Benefits

For full-time employees, our compensation package includes base, equity (or special incentive program for clinical roles) and a bonus potential. Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, flexible vacation, and a supportive and inclusive culture.

Unfortunately, we are not able to offer sponsorship at this time.

Vaccination Policy

Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law.

New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed.