Full-Time Director of Care Concierge

About AllaraYour health is not one thing; it's everything, and when it comes to hormonal health no two people are exactly the same. We built Allara to provide effective solutions and consistent 1:1 medical support for the countless women who felt unheard, rushed, or overlooked in traditional care models. Allara is not just one appointment—it's a long-term plan with real access, attention, and understanding, where our care teams can drive solutions and manage your needs over time. We're listening to you, and your body, so you can live your healthiest, fullest life.

About the roleWe’re looking for a dynamic and compassionate individual to lead and scale our Care Concierge team, which owns patient care coordination and provider support across Allara’s platform. This role will be the senior leader responsible for delivering exceptional customer and provider experience at Allara and designing our model to scale across significant growth. Your primary focus will be on providing leadership and direction for our Concierge Team and centering an excellent experience and high quality performance at the center of the team’s daily operations.

Key Responsibilities

• Provide leadership on the direction and growth of the entire Concierge Team
• Directly supervise the Manager, Concierge who supports a team of ~15 indirect reports and growing
• Represent Concierge needs on organizational leadership meetings and planning initiatives
• Overall responsibility for setting and achieving Concierge goals and outcomes
• Strategic growth planning, modeling and forecasting
• Align Concierge resourcing needs with overall Allara growth models
• Continuously innovate ways to gain efficiencies by streamlining or automating processes and reducing task generation at the root cause
• Partner with Clinical and operations leadership to ensure Concierge team is meeting the support needs of our growing provider network
• Design and continually monitor metrics and goals for the Concierge team in critical areas
• Provide strategic vision on external partnership development to benefit care coordination needs at Allara
• Partner with our product and engineering teams to define system requirements
• Keep the patient experience at the heart of what we do and advocate for any patterns amongst patient needs
• Proactively identify ways to improve the patient clinical experience
• Track patient messaging patterns and suggest solutions

Experience & Skills

• 5+ years of experience leading customer support/practice management functions within a healthcare setting
• Proven track record in a leadership role within a customer-facing environment
• Strong understanding of telemedicine practices and the healthcare landscape
• Excellent interpersonal and communication skills
• Exceptional problem-solving abilities
• Demonstrated ability to motivate and develop team members
• High level of detail orientation and proficient in analytic thinking
• Ability to manage multiple priorities and work independently in a fast-paced environment

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