Service Desk Lead

FORM Health is a virtual obesity medicine clinic delivering multi-disciplinary evidence-based obesity treatment through telemedicine. Obesity impacts more than 40% of the US adult population, and although historically only about 1% of patients received medical treatment for their disease, the field of Obesity Medicine is entering a period of rapid growth. FORM provides high-quality expert care and leverages technology to enhance the patient experience. All FORM patients work closely with their care team, which includes board certified physicians, advanced practice professionals and Registered Dietitians. Through our proprietary mobile app patients engage in regular video visits, as well as text messaging, photo journaling, digital data transmission, and customized educational materials. We hold ourselves to the highest standards of clinical care, and to treating every individual with empathy and respect. 

Founded in 2019, FORM is a venture-backed innovative startup with an experienced clinical and leadership team. Our mission is to empower patients and be leaders in Obesity Medicine driving impact at a national scale. We are deeply invested in our core value to put patients first, and also deeply committed to creating a culture where every employee is valued and we learn and improve together. 

About the Role:

We are seeking a Service Desk Lead who is passionate about patient experience and employee enablement, providing timely solutions, creating self-service capabilities, and likes to nerd out on workflows, data tracking, and reporting. You’ll need strong communication skills and high emotional intelligence to ensure you can empathize with and ask the right questions to your various users and stakeholders, so that you may get to the root cause of any issue. This is a full-time, remote work opportunity with on-call expectations. 

In this role, you will: 

• Help establish our Service Structure, setting up our ticketing system, establishing KPIs and tracking/reporting for those metrics
• Provide timely and effective support to our employees, patients and providers whether it be technical troubleshooting (network connectivity, software setup, etc.), questions about our workflows, or the tools we use including our proprietary application. 
• Respond, track and trend issues received by phone or in our ticketing system, ensuring prompt resolution as well as inform continuous improvement 
• Create and organize support content for users
• Work closely with Onboarding, Learning & Development to identify training and resource gaps and help create documentation to better enable our employees and patients to self-serve Assist with de/provisioning for new and existing users
• Assist with system configuration of key software - e.g. Ring Central, HelpScout
• Be a part of the on-call/rotating after hours support team

We seek applicants who: 

• Resolve problems and provide scalable solutions for our employees, patients and providers – all the way to the root cause
• Experience creating content and organizing Service Center information
• Enable self-service strategies for users
• Have 1-2 years experience in a product support/help desk or similar support/triage role
• Have solid proficiency with MacOS, some experience with Windows
• Understand and are familiar with cloud based platforms & ticketing systems: Google GSuite, Ring Central, Jira/Linear, Zendesk/Help Scout, Salesforce, etc.
• Have strong prioritization skills to ensure the highest levels of support to the business and each user
• Are able to translate “geek” to something that end users can easily understand both in conversation and in written format
• Are able to organize information in ways that are easily searchable, findable by end users. 
• Experience working in a fast-paced, technical and/or healthcare environment
• Ability to maintain flexible hours to provide support for users in multiple time-zones

More about FORM’s benefits:

• Competitive salary and equity in a high growth start-up
• Comprehensive health benefits (medical, dental, vision) 
• 401k
• Paid time off, including paid parental leave

FORM Health’s commitment to building a diverse, equitable, and inclusive work environment:

FORM Health is committed to creating a culture and environment that celebrates diversity and inclusion, while fostering safety and belonging. This extends from our remote patient care to our corporate offices and everywhere in between. We are looking for team members who want to help us further our Diversity, Equity, and Inclusion (DEI) efforts and who share our attitudes for creating an inclusive, safe, and positive work environment.