Manager, Client Operations

About VirtualHealth:

VirtualHealth’s HELIOS platform is the first comprehensive, purpose-built product for integrated, value-based care. Deployed by some of the most innovative healthcare organizations in the country to manage millions of lives, HELIOS empowers its users to achieve enhanced outcomes while maximizing efficiency, improving transparency, and lowering costs. As an award-winning health tech company, VirtualHealth strives to modernize and improve health outcomes for members of every type of health plan. For more information, please visit www.virtualhealth.com.

Client Operations at VirtualHealth:

At VirtualHealth, customer experience and satisfaction is in our DNA. We believe that shipping great products and providing exceptional customer service is a winning formula for happy customers and sustainable growth. The Client Operations team is at the center of this equation, collaborating directly with customers to solve problems that impact care delivery for millions of lives. You will work closely with cross-functional teams and stakeholders to rapidly address system bugs, field product inquiries, and make customers feel heard and supported; you will capture insights that inform our product roadmap; and you will join a supportive organization that wants you to grow as a thinker, problem-solver, leader, and owner.

Responsibilities:

• Lead, train, and manage the VirtualHealth Client Operations team. In this role you’ll be a player-coach, leading by example
• Analyze and report on key insights, trends, and feedback related to customer satisfaction
• Represent VirtualHealth to customers (from C-suite on down) for all Production-level incidents and escalations
• Ensure SLA compliance for all production-level customers
• Effectively validate and prioritize UAT defects and Production incidents for all HELIOS workflows and product lines
• Work closely with cross functional teams like (Product, Engineering) for incident triage and resolution
• Own all external communication channels for defect and incident management
• Implement customer-specific reports for defects, incidents, and SLAs
• Communicate incident Root Cause Analysis and oversee steps for future prevention
• Manage customer and internal access to HELIOS portals, databases, ticketing systems, and documentation pages
• Provide client training and overview related to production support, ticketing process and and request submission process during the handoff process from our Implementation team
• Facilitate and track the migration of customers’ system configurations across HELIOS environments
• Guide customer transition from Implementation to Client Operations teams through the go-live process
• Hire and onboard Client Operations Associates
• Evaluate Client Operations team performance trends through internal data analysis (quantitative) and client reports (qualitative)
• Work closely with Client Operations leadership on strategic initiatives related to process improvements and client satisfaction
• Cover hours in the Pacific Standard Time zone (if located elsewhere) and holidays on a rotating schedule among other members of the Client Operations team

Must Haves:

• 5+ years of Client Operations experience or Client Support experience
• 3+ years of team management experience
• Strong Jira service Management experience required
• You have a proven track record of solving complex problems and driving consensus among cross-functional stakeholders
• You’re skilled at conveying complex and often-times technical concepts to a diverse audience, including C-level executives
• You have a strong technical understanding of data products and APIs
• You have a strong ability to engage with the minute details of a single issue while also knowing when to zoom out and assess issues from a 30,000-foot view
• You have an ownership mentality with a strong bias to action and preference for being hands on
• You must be US based (work visa/sponsorship is not provided for this position)

Nice to Haves:

• You have clinical or other health-tech experience
• You’ve worked with file-based data integrations and APIs
• You can analyze data yourself by writing SQL queries and using data analysis tools
• You've worked in the Client Support or Client Success function of a startup and care about shaping a high-impact, collaborative organization
• You have a strong ability to adapt your communication styles to specific audiences

Compensation:

• Competitive salary
• Unlimited PTO
• Health, dental, and vision insurance
• 401(k) Participation
• Rapidly growing technology company with upside potential
• Work from home within United States

VirtualHealth is committed to ensuring that information security remains a top priority for everyone. All workers are responsible for the protection of our Information Security and we take the execution of this seriously. Information Security Policies and procedures details and training will be provided during on-boarding.

Each candidate will be subject to a background and reference check before beginning employment. Please note that this position will require US citizenship and submission and further approval of “Public Trust” federal clearance.