[Remote] Customer Success Representative
Note: The job is a remote job and is open to candidates in USA. TeleMed2U is a technology-enabled healthcare services company dedicated to increasing access to care across various specialties. The Customer Success Representative – Health Plans is responsible for managing client relationships, ensuring successful service implementation, and driving performance metrics to enhance client satisfaction and growth.
Responsibilities
- Proactively identify and drive opportunities to expand utilization, services, and referral volume within existing health plan partners to support upsell and growth goals
- Own performance of assigned customers, including utilization, access metrics, and overall client satisfaction, taking proactive action to improve outcomes
- Lead end-to-end project management for new implementations, service line expansions, and key client initiatives
- Foster positive relationships with referring healthcare providers, serving as their main point of contact and proactively engaging to increase referral volume
- Monitor appointment availability and wait times by payer and specialty, identifying when delays exceed acceptable thresholds, and collaborate with operations, recruiting, and credentialing teams to implement solutions that reduce wait times and improve patient access
- Facilitate the timely delivery of monthly client reports and analyze key metrics to ensure service level agreements (SLAs) are being met
- Monitor reporting for new referring organizations and proactively initiate outreach to foster engagement
- Develop and deliver branded collateral to enhance referring providers' understanding of TeleMed2U's services
- Serve as the primary escalation contact for client or referring provider issues, working cross-departmentally to complete thorough root cause analyses and provide resolutions
- Conduct regular meetings with health plan partners and referring clinics to review performance metrics, discuss challenges, and identify opportunities for growth
- Respond timely and professionally to emails and inquiries from health plans and referring organizations
Skills
- Experience in healthcare business development or operations (minimum of 2 years)
- Minimum of 1 year of experience building and maintaining client relationships, in a healthcare environment. Equivalent experience for customer engagement and relationship management may be considered in lieu of direct experience
- Understanding of the healthcare industry and healthcare delivery systems
- Exceptional and timely communication and presentation skills, with ability to communicate complex concepts effectively to diverse audiences
- Demonstrated ability to operate effectively in a highly cross-functional environment while maintaining strong independence, ownership, and accountability
- Results-driven with a strong work ethic
- Bachelor's degree in business administration, healthcare management, or a related field (preferred)
- Understanding of telehealth technologies, trends, and market dynamics
Benefits
- Competitive base salary with annual performance bonus
- Comprehensive health, dental, and vision insurance
- 401(k) with company match up to $2,000
- Paid time off and flexible work environment, offering remote working arrangements with limited travel
Company Overview