Scan.com

Manage support operations and improve customer journey by liaising between CX, Product, and Engineering. | Background in customer support or CX operations with analytical skills and experience in feedback programs like NPS and CSAT. | We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day. We're doing diagnostics differently, with solutions tailored to both patients and providers, all backed by our technology and world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers. We're looking for a Customer Experience Lead at an exciting time -- we've successfully launched multiple platforms and products, raised over $70m in VC funding, reached profitability, and have a growth trajectory of over 100% YoY. WHAT YOU WILL BE GETTING INVOLVED IN The CX Experience Lead sits within our Customer Experience team, reporting to CX leadership and acting as a critical liaison between Customer Experience, Product, Engineering, Operations, and Enablement. This role is responsible for improving the end-to-end customer experience through support operations, issue resolution, process optimization, and voice-of-customer insight — ensuring that both patients and providers have a consistently excellent experience with Scan.com's platforms. As a scaleup business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in: Customer Support & Issue Resolution Managing incoming customer support requests across email, Slack, phone, and shared inbox channels, including portal support, practice onboarding, and third-party setup requests Serving as a primary point of contact for customer issues, escalations, and service-related inquiries, ensuring timely resolution or appropriate escalation Troubleshooting and resolving customer and partner issues related to workflows, access, portal requests, and operational support needs Identifying recurring issues, support risks, and escalation themes, and communicating patterns to leadership with recommendations for resolution or prevention Promoting consistency in customer support by sharing best practices and helping standardize team responses Creating, maintaining, and optimizing standard operating procedures (SOPs) for customer support workflows, portal issue resolution, and shared inbox management Establishing and managing SLAs for support channels including Front.com — covering response expectations, triage standards, and performance reporting Documenting support workflows, request types, resolution paths, and process dependencies including flowcharts and intake-to-resolution process maps Building and maintaining a centralized CX knowledge base in Notion to support team efficiency, onboarding, and process consistency Driving adoption of updated workflows, intake processes, and operational standards across the CX team and cross-functional partners Knowledge Management & Enablement Maintaining and improving help center content, troubleshooting guides, FAQs, and internal support documentation Identifying documentation gaps and recommending new content based on support trends, product changes, and recurring customer questions Partnering with Enablement to develop training materials, support playbooks, and process documentation for CX tools and workflows Creating tailored support resources for different audiences including referral partners, attorneys, and third parties Customer Insights, Feedback & Voice of Customer Tracking customer issues, support trends, and recurring themes by analyzing support volume, ticket categories, and feedback sources Collecting, synthesizing, and communicating customer feedback to identify pain points and opportunities to improve the experience Leading or supporting NPS, CSAT, and other survey programs to gather actionable insights Developing voice-of-customer reporting, customer journey documentation, and trend analysis to inform CX strategy and cross-functional decision-making Cross-Functional Collaboration Partnering closely with Product, Engineering, and Operations to surface recurring workflow issues and support resolution of systemic problems Contributing to the testing, rollout, and refinement of new support workflows, onboarding improvements, and retention-focused initiatives Acting as a CX advocate across the organization by bringing forward customer feedback and operational insights that improve the overall customer experience THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR 1. Build and document SOPs across all key CX support workflows — so the team operates consistently, customers get reliable responses, and gaps are eliminated. 2. Launch and grow a centralized Notion knowledge base that the CX team, and cross-functional partners, genuinely rely on day-to-day. 3. Stand up SLA standards for Front.com and other support channels, with clear triage standards and reporting that holds the team accountable. 4. Deliver voice-of-customer reporting that directly shapes a product or operational decision — demonstrating that the customer's voice has a real seat at the table. 5. Earn trust as a cross-functional partner to Product, Engineering, and Operations — someone those teams proactively loop in because of the value you bring. WHAT YOU MIGHT BRING TO THE TABLE You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value: A background in customer support, SAAS, CX operations, or a customer-facing operational role — with hands-on experience driving process improvement An analytical mindset: comfortable identifying trends, root causes, and opportunities from support data, ticket themes, and customer feedback. Not being afraid to experiment with solutions Experience with customer feedback programs such as NPS and CSAT, and a genuine interest in understanding and improving the customer experience Skilled at creating SOPs, knowledge base articles, FAQs, and troubleshooting guides that are clear, consistent, and actually used HOW WE WILL INTERVIEW YOU: We keep our interview process short and sweet, and we’re a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability: Introductory call/interview with our Talent Partner. The call is via telephone and will last around 30 minutes. Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 60 minutes. This is a more structured interview that will deep-dive into the role. All of our roles will have an assessment stage. This might be in person, a take-home assessment, or further video calls. Length varies, but we’re mindful of your time and try to keep it as simple as possible. Offer! BENEFITS: We go beyond the basics with our benefits package. Here’s what you can expect from us: Salary range of $88,000- $98,000 per year 401k Healthcare, Vision, and Dental All the equipment needed for you to do your role effectively Flexible working Remote or hybrid working options (where possible) Personal Development budgets 18 days PTO plus public holidays 10 paid sick days Inclusive policies designed by our team, for our team Diversity at SCAN.COM Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees, and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences. We are opposed to all forms of unlawful treatment and discrimination. Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

Lead and improve end-to-end customer experience through support operations, issue resolution, process optimization, and voice-of-customer insights. | Experience in customer support or CX operations, analytical mindset for identifying trends and root causes, experience with customer feedback programs, skilled in creating SOPs and knowledge base content, and healthcare industry experience. | We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day. We're doing diagnostics differently, with solutions tailored to both patients and providers, all backed by our technology and world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers. We're looking for a Customer Experience Lead at an exciting time -- we've successfully launched multiple platforms and products, raised over $70m in VC funding, reached profitability, and have a growth trajectory of over 100% YoY. WHAT YOU WILL BE GETTING INVOLVED IN The CX Experience Lead sits within our Customer Experience team, reporting to CX leadership and acting as a critical liaison between Customer Experience, Product, Engineering, Operations, and Enablement. This role is responsible for improving the end-to-end customer experience through support operations, issue resolution, process optimization, and voice-of-customer insight — ensuring that both patients and providers have a consistently excellent experience with Scan.com's platforms. As a scaleup business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in: Customer Support & Issue Resolution • Managing incoming customer support requests across email, Slack, phone, and shared inbox channels, including portal support, practice onboarding, and third-party setup requests • Serving as a primary point of contact for customer issues, escalations, and service-related inquiries, ensuring timely resolution or appropriate escalation • Troubleshooting and resolving customer and partner issues related to workflows, access, portal requests, and operational support needs • Identifying recurring issues, support risks, and escalation themes, and communicating patterns to leadership with recommendations for resolution or prevention • Promoting consistency in customer support by sharing best practices and helping standardize team responses • Creating, maintaining, and optimizing standard operating procedures (SOPs) for customer support workflows, portal issue resolution, and shared inbox management • Establishing and managing SLAs for support channels including Front.com — covering response expectations, triage standards, and performance reporting • Documenting support workflows, request types, resolution paths, and process dependencies including flowcharts and intake-to-resolution process maps • Building and maintaining a centralized CX knowledge base in Notion to support team efficiency, onboarding, and process consistency • Driving adoption of updated workflows, intake processes, and operational standards across the CX team and cross-functional partners Knowledge Management & Enablement • Maintaining and improving help center content, troubleshooting guides, FAQs, and internal support documentation • Identifying documentation gaps and recommending new content based on support trends, product changes, and recurring customer questions • Partnering with Enablement to develop training materials, support playbooks, and process documentation for CX tools and workflows • Creating tailored support resources for different audiences including referral partners, attorneys, and third parties Customer Insights, Feedback & Voice of Customer • Tracking customer issues, support trends, and recurring themes by analyzing support volume, ticket categories, and feedback sources • Collecting, synthesizing, and communicating customer feedback to identify pain points and opportunities to improve the experience • Leading or supporting NPS, CSAT, and other survey programs to gather actionable insights • Developing voice-of-customer reporting, customer journey documentation, and trend analysis to inform CX strategy and cross-functional decision-making Cross-Functional Collaboration • Partnering closely with Product, Engineering, and Operations to surface recurring workflow issues and support resolution of systemic problems • Contributing to the testing, rollout, and refinement of new support workflows, onboarding improvements, and retention-focused initiatives • Acting as a CX advocate across the organization by bringing forward customer feedback and operational insights that improve the overall customer experience THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR 1. Build and document SOPs across all key CX support workflows — so the team operates consistently, customers get reliable responses, and gaps are eliminated. 2. Launch and grow a centralized Notion knowledge base that the CX team, and cross-functional partners, genuinely rely on day-to-day. 3. Stand up SLA standards for Front.com and other support channels, with clear triage standards and reporting that holds the team accountable. 4. Deliver voice-of-customer reporting that directly shapes a product or operational decision — demonstrating that the customer's voice has a real seat at the table. 5. Earn trust as a cross-functional partner to Product, Engineering, and Operations — someone those teams proactively loop in because of the value you bring. WHAT YOU MIGHT BRING TO THE TABLE You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value: • A background in customer support, SAAS, CX operations, or a customer-facing operational role — with hands-on experience driving process improvement • An analytical mindset: comfortable identifying trends, root causes, and opportunities from support data, ticket themes, and customer feedback. Not being afraid to experiment with solutions • Experience with customer feedback programs such as NPS and CSAT, and a genuine interest in understanding and improving the customer experience • Skilled at creating SOPs, knowledge base articles, FAQs, and troubleshooting guides that are clear, consistent, and actually used • Healthcare Industry Experience Required HOW WE WILL INTERVIEW YOU: We keep our interview process short and sweet, and we’re a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability: • Introductory call/interview with our Talent Partner. The call is via telephone and will last around 30 minutes. • Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 60 minutes. This is a more structured interview that will deep-dive into the role. • All of our roles will have an assessment stage. This might be in person, a take-home assessment, or further video calls. Length varies, but we’re mindful of your time and try to keep it as simple as possible. • Offer! BENEFITS: We go beyond the basics with our benefits package. Here’s what you can expect from us: • Salary range of $88,000- $98,000 per year • 401k • Healthcare, Vision, and Dental • All the equipment needed for you to do your role effectively • Flexible working • Remote or hybrid working options (where possible) • Personal Development budgets • 18 days PTO plus public holidays • 10 paid sick days • Inclusive policies designed by our team, for our team Diversity at SCAN.COM Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees, and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences. We are opposed to all forms of unlawful treatment and discrimination. Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

Architect and build robust, automated systems for patient lifecycle workflows in a healthcare fulfillment platform. | Proven ability with legacy system integration, backend development, API management, and operational reliability. | We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day. We're doing diagnostics differently, with solutions tailored to both patients and providers, all backed by our technology and world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers. We're looking for a Software Engineer, Fulfillment at an exciting time. We've successfully launched multiple platforms and products, raised over $100M in VC funding, reached profitability, and have a growth trajectory of over 100% YoY. WHAT YOU WILL BE GETTING INVOLVED IN: Scan.com's Fulfillment product is the company's core engine. We use an internal portal that manages the entire patient lifecycle, from referral receipt to radiology reports sent. With it, we are able to schedule patients, assess patient preauthorization, handle medical forms, send notifications, route images and reports, generate invoices & claims — all connected to hundreds of imaging centers and health systems operating disparate, often decades-old systems. As a Software Engineer, Fulfillment, you will architect and build the systems that make these workflows robust, automated, and efficient. This problem area requires genuine passion for scaling operational workflows, working collaboratively with internal operations teams, and the discipline to understand the ins and outs of high-throughput workflows. The reality is that we help hundreds of patients get imaging done every day, and our team is passionate about making sure folks get their care with little to no friction. As a scale-up business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in: • Design and implement patient intake workflows. This includes finishing medical forms, scheduling appointments, and receiving relevant reminders. • Architect a monitoring system of patients in their journey at scale for operations leadership. • Develop delightful, efficient dashboards for scheduling, legal operations, and patient services team members. • Own the automation layer for the operations team: automatic referral ingestion, automatic task assignment, AI voice reminder calls, and dashboards that surface issues to operational leads before they affect patient service expectations. THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR: • Deep domain ownership. Within 60 days, you have a complete mental model of our patient journey — every status, every trigger for status change, every role and their tasks, etc. • Resilience uplift. You have identified and remediated the most critical workflows for our internal products. There is a measurable reduction in workflow-related operational escalations. • Simplicity by design. You have designed or materially evolved our workflows such that a new operations team member can start working with little to no training. • Turnaround time reduction. Your work has significantly improved our end-to-end turnaround times for scheduling patients and returning reports to referring providers. • AI-enabled scale. You have shipped improvements that drastically reduce the time each operational team member spends serving patients. WHAT YOU MIGHT BRING TO THE TABLE: You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value: • Proven ability to integrate with legacy systems that were not designed for modern interoperability. For example, aging RIS platforms in radiology, core banking systems in fintech, or equivalent legacy infrastructure in another vertical. The underlying pattern of bridging old and new matters more than the specific domain. • Experience with shipping complex internal operations dashboards and creating delightful experiences. • Proficiency in backend development within modern web stacks—particularly Ruby (e.g., Rails) with an emphasis on building reliable, scalable services and maintaining architectural rigor over specific language choice. • Familiarity with RESTful API integration patterns, including schema versioning, backward compatibility, and API contract management • Strong operational instincts: you instrument what you build, you think about failure modes before they happen, and you treat on-call escalations as a signal about systemic gaps • Experience in healthcare is a plus, but not required. We care far more about your engineering depth and legacy system fluency than your industry background HOW WE WILL INTERVIEW YOU: We keep our interview process short and sweet, and we're a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order depending on team availability: • Introductory video call with our Senior Talent Partner, approximately 30 minutes. • Video call with a software engineer on the team, approximately 60 minutes. This will be a live assessment of your technical skill. • Assessment stage, which may be a take-home exercise, in-person session, or a combination of the two.This will be cross functional in nature, and will assess your systems design skills along with your ability to evolve a feature with your future teammates. We will be mindful of your time. • Final round with our Chief Technology Officer and Chief Product Officer. This round will assess alignment with our company values. • Offer! BENEFITS: We go beyond the basics with our benefits package. Here's what you can expect from us: • Salary range of $170,000 - $220,000 • 401k • Healthcare, Vision, and Dental • All equipment needed to do your role effectively • Flexible and remote/hybrid working options • Personal development budgets • 18 days PTO plus public holidays • 10 paid sick days • Inclusive policies designed by our team, for our team Diversity at SCAN.COM Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees, and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences. We are opposed to all forms of unlawful treatment and discrimination. Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

Design and build robust automated systems and workflows, develop monitoring and dashboard tools, and collaborate with operations teams to improve care delivery. | Experience with backend development, API integration, operational monitoring, and dashboard creation, preferably with Ruby and RESTful APIs. | Job Description: • Architect and build the systems that make workflows robust, automated, and efficient • Design and implement patient intake workflows • Architect a monitoring system of patients in their journey at scale for operations leadership • Develop dashboards for scheduling, legal operations, and patient services team members • Own the automation layer for the operations team: automatic referral ingestion, automatic task assignment, AI voice reminder calls, and dashboards that surface issues • Collaborate with internal operations teams to improve care delivery Requirements: • Proven ability to integrate with legacy systems that were not designed for modern interoperability • Experience with shipping complex internal operations dashboards and creating delightful experiences • Proficiency in backend development within modern web stacks—particularly Ruby (e.g., Rails) • Familiarity with RESTful API integration patterns, including schema versioning, backward compatibility, and API contract management • Strong operational instincts: you instrument what you build, you think about failure modes before they happen, and you treat on-call escalations as a signal about systemic gaps • Experience in healthcare is a plus, but not required Benefits: • Salary range of $170,000 - $220,000 • 401k • Healthcare, Vision, and Dental • All equipment needed to do your role effectively • Flexible and remote/hybrid working options • Personal development budgets • 18 days PTO plus public holidays • 10 paid sick days • Inclusive policies designed by our team, for our team

Design and build automation solutions integrating with third-party healthcare systems to improve operational efficiency. | Experience with automation platforms, scripting languages like Python, API integration, robust error handling, and strong documentation skills. | We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day. We're doing diagnostics differently, with solutions tailored to both patients and providers, all backed by our technology and world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers. We’re looking for a Software Engineer, Automations at an exciting time – we’ve successfully launched multiple platforms and products, raised over $100m in VC funding, reached profitability, and have a growth trajectory of over 100% YoY. WHAT YOU WILL BE GETTING INVOLVED IN Reporting to Humale, our Chief Product & Technology Officer, you’ll sit at the intersection of engineering and operations, building the automation layer that connects us to external providers. Your primary focus will be designing and deploying solutions that connect with third-party systems to enable scenarios like document transfer. This is a high-impact, high-autonomy role that directly drives operational efficiency and patient throughput across our national network. As a scale-up business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in: • Design, build, and maintain automations that extract data from legacy physician platforms and trigger downstream patient scheduling workflows • Navigate a diverse landscape of legacy systems, building resilient scraping and data extraction logic that handles UI inconsistencies across vendors • Develop robust error handling and exception management architecture, including structured exception queues, retry logic, alerting, and human-in-the-loop escalation workflows • Build data validation and reconciliation layers that verify the accuracy of data transferred between systems, preventing downstream issues like patient mismatches and documentation errors • Partner with operations, engineering, and external partners to gather requirements, understand system stability needs, and plan for solution nuances. • Document all workflows, decision logic, edge cases, and process maps with the explicit goal of creating the foundation for future agentic AI automation THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR ARE • Live integrations running reliably across a significant portion of our providers, with measurable reduction in manual data entry • A scalable, templatized bot architecture is in place that enables new integrations to be deployed in days, not weeks • Exception handling and monitoring infrastructure that maintains 99%+ data accuracy between external systems and Scan.com’s product, with clear escalation paths for failures • Comprehensive documentation of every integrated workflow, decision tree, and edge case, creating a ready-made knowledge base for the transition to agentic AI automation • A clear technical roadmap, built in partnership with the CPO and CTO, for evolving from a deterministic solution to intelligent automation as the company scales WHAT YOU MIGHT BRING TO THE TABLE: You don’t need to tick all the boxes to apply for this role. Whether it’s your first role or your fifth role, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value: • Production experience with platforms such as UiPath, Automation Anywhere, or Power Automate. • Proficiency in Python or similar languages for scripting, data transformation, and extending workflows beyond what native rolling supports. • An API-first mindset paired with pragmatism: you default to HL7, FHIR, or direct API integration where available, but know when and how to fall back to UI automation • Hands-on familiarity with navigating healthcare platforms, with an understanding of how appointment scheduling data is structured and surfaced across different vendor UIs • Strong skills in data extraction from unstructured or inconsistent user interfaces, including building resilient selectors that survive updates. • A track record of designing robust error handling and exception management systems, including retry logic, alerting, and structured escalation workflows rather than automations that silently fail • Experience building data validation and reconciliation processes that confirm accuracy across systems • Strong documentation habits and a mindset oriented toward building for handoff, understanding that your work today creates the foundation for agentic AI automation tomorrow • A testing mindset applied to automation: you write tests for your automations, and validate outputs systematically, and don't consider a workflow done until failure modes are covered • Experience managing automation portfolios across dozens or hundreds of target systems, thinking in templatized architectures rather than one-off builds • Comfort navigating stakeholder relationships to secure system access and technical cooperation from external partners HOW WE WILL INTERVIEW YOU: We keep our interview process short and sweet, and we’re a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability: • Introductory call/interview with Devin, our Senior Talent Partner. The call is via telephone and will last around 30 minutes. • Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 45 minutes. This is a more structured interview that will deep-dive into the role and technical needs. • All of our roles will have a small assessment stage. This might be in person, a take-home assessment, or further video calls. Length varies, but we’re mindful of your time and try to keep it as simple as possible. • Meet the founders and/or other team members. Again, length varies depending on how many people and whether in person or via video call. • Offer! BENEFITS: We go beyond the basics with our benefits package. Here’s what you can expect from us: • Salary range: TBD • 401k • Healthcare, Vision and Dental • All the equipment needed for you to do your role effectively • Flexible working • Remote or hybrid working options • Personal Development budgets • 18 days PTO plus public holidays • 10 paid sick days • Inclusive policies designed by our team, for our team Diversity at SCAN.COM Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees, and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences. We are opposed to all forms of unlawful treatment and discrimination. Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.