About Thirty Madison 

Thirty Madison is building the premier healthcare company for people with chronic health issues. Through our novel approach to care delivery, powered by our proprietary platform and brands built around specific chronic conditions, we combine the best of specialist-level healthcare with the convenience of telemedicine.

In just three years, we've built three brands on top of our platform: Keeps (for men's hair loss), Cove (for migraine), and Evens (for acid reflux). We're growing rapidly, recently raised a $47m Series B, and are backed by some of the best healthcare and consumer investors, including Polaris Partners, Johnson & Johnson, Maveron, Northzone, First Round, and Greycroft, among others.

This year, we are honored to be included on Built In's 2021 list of Best Places To Work in New York City and Best Midsize Companies To Work For. This recognition is a true testament to our hardworking team and company culture. As we continue to grow, we pride ourselves on finding passionate individuals who truly embody our core values and mission each and every day.

The Role / What’s the Opportunity?

We’re seeking a patient insights analyst to join the broader Service Operations team and be a critical member of our growing patient insights function. The Service Operations team consists of Customer Experience, Medical Operations, Workforce Management, and Patient Insights. The Service Operations team is essential to the delivery of Thirty Madison’s longitudinal care model. Having a full understanding of our patients through data-driven insights and qualitative trend analysis is key as we continue to scale and launch new conditions. 

In this role, you will be responsible for understanding the patient experience from start to finish and identifying areas of opportunity in workflows, policy, and the overall patient journey. Having the ability to turn data into insight, and build a digestible and compelling narrative around that insight for our business unit partners will be the key to success in this role. 

This role reports to our Customer Insights Strategist.

Comp | Perks | Benefits 

• Competitive salary, equity, and career development opportunities
• 100% coverage on many health, dental, and vision insurance plans
• 401k with a match, commuter benefits, and FSA
• Budget for the technology tools you need — whether it’s a laptop, monitor, or special software
• Annual $750 vacation stipend and $750 wellness allowance

What you get to do every day 

• Develop deep expertise and understanding of the patient journey at Thirty Madison and commit to ongoing learning and development 
• Collaborate with Care Team Leads to understand the impact and benefits of product and process changes that could impact the patient experience and determine data needs to support or measure the impact of changes 
• Identify and work closely with business partners to quickly troubleshoot patient experience pain points
• Uncover new business opportunities within our data and work with the team to develop action plans to activate and impact critical metrics
• Analyze and interpret qualitative and quantitative data to create insights, formulate reports on conclusions of data, and make recommendations to improve the patient experience 
• Own weekly, monthly, and quarterly reporting cadence within the Service Ops team and cross functional partners 
• Look for trends within weekly Service Ops metrics and build analyses that support the 'why' of these trends; come with suggestions for the 'how' to shift those trends
• Build reporting and dashboards in Zendesk and Looker to support daily monitoring and deep-dives into trends or changes
• Contribute to internal tools such as Zendesk and surveying tools to identify areas of improvement on where we can better capture patient voice and data on touchpoints

What you bring to the role 

• 1-2 years of experience in an analytics, research, or customer insights role, with omnichannel support experience strongly recommended
• Empathetic and passionate about delivering the best customer experience
• Ability to multitask, prioritize, and manage time effectively. You excel at navigating grey areas
• Results-driven with exceptional detail and knowledge around metrics
• You are able to summarize complex information through storytelling and data visualization tools 
• Advanced skills in Excel and Google Sheets

Nice to have’s / Bonus points 

• Experience with data visualization or business insights tools, such as Looker, Tableau, or Google Analytics
• Experience with Zendesk or similar CRM software 
• Experience with SQL or a willingness to learn
• Health tech background is a plus

How we are managing through the COVID pandemic and its impact on our team?

These are unprecedented times and we understand COVID-19 is impacting everyone differently. Our primary goal from the beginning of the pandemic has been to ensure employee safety. We went from optional to mandatory work-from-home very quickly in early March, and we have told employees that they can work remotely through July 2021 to allow them to plan accordingly. 

We have also rolled out several initiatives to help our team successfully navigate the uncertainty associated with COVID-19. These initiatives have included providing funds for home office improvements, medical reimbursements, free meditation/mindfulness tools, mandatory “Me Days” away from work, company-wide Refresh days off, and fun opportunities to connect live with teammates each week (such as virtual escape rooms). We continue to examine different benefits, tools, and processes that best support our employees as we continue to work remotely and eventually begin transitioning back to the office.

Benefits:

• Competitive salary, equity, and career development opportunities
• 100% coverage on many health, dental, and vision insurance plans
• 401k with a match, commuter benefits, and FSA
• Budget for the technology tools you need — whether it’s a laptop, monitor, or special software
• Annual $750 vacation stipend and $750 wellness allowance

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions. Please contact us to request accommodation.