Client Operations Associate
The Client Operations Associate will be a customer-facing role responsible for supporting our clients — from the individual provider to the large enterprise. This includes supporting onboarding and implementations, helping clients grow and optimize their use of the platform, and providing ongoing account maintenance and support. ReferWell works with some of the largest healthcare systems and payers in the United States and the Client Operations Associate will be expected to represent ReferWell while interfacing with the leaders of these companies.
This role will be primarily focused on onboarding/training new clients, providing customer support, and serving as the client advocate within ReferWell. You will work with provider offices (both the physicians and their office staff) on a daily basis and must be able to foster a positive, results-oriented client relationship. You will be responsible for reporting on key usage statistics and taking proactive/corrective action to ensure that our clients are maximizing the effectiveness of the software. In addition to being customer facing, this role will be responsible for helping to scale our internal operational effectiveness including reporting, and streamlining workflows and processes.
It is important that you can “convey a smile through the telephone,” maintain calm in the face of objections or adversity, and project the best possible image of the company at all times. While working closely with other teams across the organization, including the leadership team, the right candidate for this role will be able to work well autonomously, make key decisions on their own, and manage their time/output with minimal supervision. The Client Operations Associate will report to the Director of Client Operations. We have a hybrid in-office/work from home model for our employees, which is subject to change as we monitor the COVID-19 situation.
Primary Responsibilities include (but are not limited to):
- Learn and become an expert in the system’s capabilities; be able to demonstrate the system, resolve users’ issues, and engender confidence in users’ ability to use/maximize the system.
- Participate in daily proactive outbound provider calls to specialists to help providers manage their referrals on the system, handle the patient’s needs and close the loop with the referring provider.
- Determine a client’s specific needs, develop an appropriate project plan and ensure the onboarding/implementation stays on schedule.
- Ensure that inbound client phone calls, emails, chat messages and texts are promptly and professionally handled with the resolution logged in our service tracking system 100% of the time.
- Develop reports/dashboards to track manage key product usage statistics and develop scalable processes to improve client’s adoption and use of the system.
- Work with large sets of data to analyze and create custom reporting based on client needs.
- Delegate/escalate issues to the Manager or Director of Client Operations, as appropriate, in order to facilitate rapid resolution with maximum client satisfaction.
- Work with the marketing team to ensure ReferWell is developing materials that serve our clients’ needs while simultaneously promoting ReferWell. This could include training guides, best practices, case studies, etc.
- Perform any additional or ad hoc tasks to help ensure the success of the Company.
- Work closely with the leadership team to, based on the client experience, inform the sales process, business model and overall direction of the company.
- Maintain an unwavering positive, professional demeanor toward clients, prospects and all staff.
The successful candidate will have:
- Ability to be unflappable and to remain poised in the face of client objections, tight deadlines, etc.
- Tenacity and proficiency at developing ‘trusted advisor’ status with customers and internal staff.
- Ability to think independently and problem-solve, including technical components, to satisfy client.
- Strong organization skills and attention to detail through to issue completion; a thorough thinker.
- Strong professionalism in written and verbal communication and strong interpersonal skills.
- Ability to thrive in a fast-paced, start-up environment.
ReferWellSM is a venture-backed, rapidly growing, innovative, award-winning health technology company located in Stamford, CT. We are working hard to solve the last mile challenge in health care — scheduling patients, getting them to follow through with their appointments and helping specialists close the loop. Our vision is revolutionary health care delivery that effectively manages care. Our mission is to drive efficient care transitions through the last mile.
ReferWell has a dynamic and fast-paced start-up vibe, where contribution is more important than rank and results are everything. We have assembled a strong, diverse team of curious, creative people who want to find purpose in their work and support each other in the process.
ReferWell offers a comprehensive health plan and benefits plan. ReferWell is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation or genetic information.