Associate – 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.

The Position:

As an Associate member of the Client Operations team, you will be responsible for delivering white-glove customer service and product support to all VirtualHealth customers. 

This challenging and rewarding role sits at the intersection of client operations, product management, and client success responsibilities. The Client Operations team is the face and voice of VirtualHealth to everyday users of the HELIOS platform, while also providing crucial “voice of the customer” insight back to the VirtualHealth organization. You will utilize extensive problem-solving, communications, prioritization, and organizational skills to ensure that all customer issues are tended to with the appropriate level of care, with the understanding that potentially millions of health plan members’ lives depend on you every day. 

Responsibilities:

• Respond to customer issues and requests as a subject-matter-expert (SME) for all HELIOS functions and workflows
• Ensure 100% SLA compliance for all user-reported incident and defects
• Work cross-functionally with customers, VH engineers, product managers, and business analysts to triage and resolve HELIOS defects, incidents, and bugs
• Collaborate with VirtualHealth development teams to enhance and refine HELIOS products and processes
• 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
• Serve as the objective “voice of the customer” to the broader VH organization
• Measure and report on customer satisfaction via formal and informal measurement methods
• Represent VirtualHealth to audiences from the C-Suite down

Must Haves:

• Bachelor’s degree, preferably one in Computer Science, Engineering, or Information Systems
• 2+ years of experience in a customer-facing role
• Excellent problem-solving and critical thinking skills
• Demonstrated experience delivering top-tier results in a fast-paced, complex environment
• Exceptional written and verbal communication skills. You are capable of leading a room and breaking down complex problems into easily-digestible terms on a per-audience basis
• Demonstrated interest in (and passion for) some combination of healthcare technology, customer operations management, product management, or product support
• Aptitude for quickly understanding elaborate systems
• An ownership mentality with a strong bias to action
• You must be US based (work visa/sponsorship is not provided for this position)

Nice to Haves:

• A proven track record delivering complex, technical tasks to completion
• Experience with healthcare technology workflows: FHIR, HL7, Value-Based Care, Appeals/Grievance/Authorizations, LTSS/CM/UM management
• Direct experience with Jira products, particularly in a support and development capacity

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.