Role Description

Ash Wellness is looking for an Operations Analyst to bridge the gap between the labs, support and technical teams. This person will be accountable for day-to-day process management of Ash operations. By learning how our systems work inside and out, this person will take on the task of supporting our teams and devising strategies to improve processes where systems don't yet align. This role has immense potential for growth as it is positioned between key stakeholders across the organization.

Key Responsibilities

• Become a subject matter expert in Ash's platform and products. Stay up-to-date on changes to our system that may impact customers.
• Crosstrain on patient support, lab, and basic technical resolution processes.
• Devise process improvement strategies where gaps are identified.
• Implement new processes as needed.
• Support ticketing system data management and devise data processing strategies.
• Monitor lab partner compliance across the network through ticket management and SLA monitoring.
• Perform quarterly audits and organization of lab validation data.
• Perform quarterly audits of reference range database.
• Devise and implement provider services quality auditing process.
• Support common technical process triage and resolution.

Qualifications

• Nimble workstyle with ability to move between clients and projects seamlessly.
• Empathetic and thoughtful with a patient and end-user focus.
• Problem-solver. Thinks through possible solutions before jumping to conclusions.
• Willingness and ability to think beyond the immediate problem at hand to identify larger or more complex issues that may be affecting end-users.
• Self-sufficient. Able to track their own outstanding tasks without direct supervision.
• Comfortable and competent interfacing directly with patients and clients. Personable and enthusiastic, while maintaining professionalism and building trust.

Requirements

• 1-3 years experience, preferably in the healthcare industry or in a technical support role.
• Ability to follow and maintain procedures diligently, especially documentation and escalation protocols.
• Strong written communication, time management, and organizational skills.
• Experience using and learning basic software and data tools (Ash-built systems, HelpScout, Zendesk, Google Suite, CRM).

Benefits

• The opportunity to join a mission-driven team and play a crucial role in shaping the future of the company.
• Inclusive and transparent social culture.
• Challenging work, fast learning cycles, practical training, and meaningful feedback. We want to learn from every member of the team and bring fresh ideas to the table every day.
• Flexible working environment with unlimited vacation time and company-provided team lunches.
• Competitive pay, full health benefits (medical, dental, vision), stock options, 401k program.

Commitment to Diversity, Equity and Inclusion

Our company values diversity and believes diverse teams make innovation possible. We work on complex, difficult problems in making healthcare more accessible and inclusive. We need a diverse team that can bring different perspectives and approaches, and whose experiences reflect the full set of stakeholders we seek to serve. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.