[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.ResponsibilitiesProactively identify and drive opportunities to expand utilization, services, and referral volume within existing health plan partners to support upsell and growth goalsOwn performance of assigned customers, including utilization, access metrics, and overall client satisfaction, taking proactive action to improve outcomesLead end-to-end project management for new implementations, service line expansions, and key client initiativesFoster positive relationships with referring healthcare providers, serving as their main point of contact and proactively engaging to increase referral volumeMonitor 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 accessFacilitate the timely delivery of monthly client reports and analyze key metrics to ensure service level agreements (SLAs) are being metMonitor reporting for new referring organizations and proactively initiate outreach to foster engagementDevelop and deliver branded collateral to enhance referring providers' understanding of TeleMed2U's servicesServe as the primary escalation contact for client or referring provider issues, working cross-departmentally to complete thorough root cause analyses and provide resolutionsConduct regular meetings with health plan partners and referring clinics to review performance metrics, discuss challenges, and identify opportunities for growthRespond timely and professionally to emails and inquiries from health plans and referring organizationsSkillsExperience 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 experienceUnderstanding of the healthcare industry and healthcare delivery systemsExceptional and timely communication and presentation skills, with ability to communicate complex concepts effectively to diverse audiencesDemonstrated ability to operate effectively in a highly cross-functional environment while maintaining strong independence, ownership, and accountabilityResults-driven with a strong work ethicBachelor's degree in business administration, healthcare management, or a related field (preferred)Understanding of telehealth technologies, trends, and market dynamicsBenefitsCompetitive base salary with annual performance bonusComprehensive health, dental, and vision insurance401(k) with company match up to $2,000Paid time off and flexible work environment, offering remote working arrangements with limited travelCompany OverviewTeleMed2U is a telehealth platform making Specialists more accessible to individuals, providers, and organizations. It was founded in 2010, and is headquartered in Roseville, California, USA, with a workforce of 51-200 employees. Its website is https://www.telemed2u.com/.