Event Ops Specialist in Boston, Massachusetts at Heed Health

About Heed Health

Heed Health coordinates first aid and medical support for events by connecting venues and organizers with the right personnel, planning, and oversight to keep things running smoothly. Our internal team works behind the scenes to manage logistics, staffing, and client relationships, ensuring each event is supported by a well-organized and reliable medical presence. We’re a collaborative, fast-paced company that values clear communication, adaptability, and accountability. If you’re excited by meaningful work, a growing organization, and playing a key role in helping events happen safely and successfully, Heed Health offers a place where your work makes a real impact.

Role Description: The Event Operations Specialist is a dynamic and crucial position that bridges client relationships with operational excellence. This individual manages clients from initial onboarding through event completion. They do so by thoroughly understanding clients' needs, tailoring services effectively, managing and preparing medic assignments, and actively participating in medic network expansion efforts. Serving as the main point of contact for clients, this individual is responsible for handling any client or medic needs with a sense of urgency and professionalism during events. The ideal candidate for this role will have a proactive approach to managing their book of business and a commitment to delivering optimal services in support of fostering long-term client relationships.

Client Management: Expectations of Client Relationship Management - Onboarding, Set-Up, Follow-Up, Check-In

• Take ownership of the entire client journey, from receiving new client accounts from the sales team, through seamless onboarding, event execution, and ongoing support, ensuring a comprehensive and exceptional client experience.
• Gather event details, conduct onboarding calls with clients as necessary, order supplies and coordinate add-on service needs.
• Provide clients with pre-event details and complete post-event follow-ups to evaluate satisfaction and identify event improvements.

Event Coordination and Oversight: Logistics of Event Set Up, Oversight,

Pre Event

• Oversee all aspects of event services setup, including staff assignments, supply distribution, client and medic preparedness, and post-event expectations
• Finalize event assignments and setup at least 7 days prior to the event start date
• Communicate all necessary details to assigned staff, such as client expectations, anticipated injuries, point of contact requests, parking and reporting details
• Send a client-medic introduction email before the event, reiterating assignment details and arrival/medic expectations to ensure alignment between clients and medics
• Confirm all assigned medics for shifts 24 hours prior to the event start

During Event:

• Respond to urgent client or medic needs during assigned events.
• Coordinate immediate coverage solutions for call-outs or no-shows.
• When off-hours coverage is in place, ensure clients are aware of the appropriate on-call contact and escalate urgent needs accordingly.

Post-Event

• Review and approve all medic time sheets for assigned events, ensuring accuracy and confirming with the client when reported times exceed scheduled shifts.
• Track the return of AEDs and any other leased equipment following the event's completion to prevent loss.
• Conduct post-event follow-ups with clients to evaluate service satisfaction, identify areas for improvement, and discuss future opportunities.
• Conduct post-event follow-ups with medics to gather feedback on their assignment experience and identify areas for improvement.
• Submit the final event report, including final medic hours for payment and any additional services or hours to be invoiced to the client, to leadership for event closeout.

Recruitment and Hiring:

• Post job openings for events in areas with limited medic presence on relevant platforms.
• Conduct comprehensive interviews for medic applicants and referrals, ensuring alignment with established assessment processes.
• Guide new medics through onboarding, ensuring all required licenses, credentials, and HR documentation are accurately filed and recorded in their profiles.
• Proactively identify opportunities across existing medic volumes and geographic staffing demands to propose target markets for expanding the medic network

The ideal candidate for this role possesses the following qualities:

• Demonstrates a strong sense of ownership, accountability, and organization.
• Proven track record of serving as the main point of contact for clients, acting with urgency and taking ownership of assigned accounts.
• Maintains an organized event calendar to support proactive coverage of client events.
• Independent thinker capable of making decisions to ensure optimal services for clients.
• Experience using the Google Suite, HubSpot and HR Platforms preferred
• The ideal candidate brings flexibility and strong ownership of assigned accounts, with professional judgment to recognize urgent client needs and the ability to address or escalate time-sensitive issues as needed to ensure exceptional service delivery.

Benefits

• 100% Remote Work
• Opportunity to join an early-stage startup during a phase of rapid growth

Schedule:

• Sunday - Thursday or Monday - Friday, exact schedule and hours to be discussed in the interview