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Client Operations Associate, Health Plans

| Greater Boston Area
Wellframe helps healthcare organizations support every aspect of health beyond the four walls of care delivery. We provide care transformation services, a patented engagement platform, clinical programs that support the clinical and social determinants of health, and rigorous measurement.
Wellframe translates evidence-based, peer-reviewed guidelines and literature into an interactive daily checklist delivered to patients through the Wellframe mobile app. As patients engage with the Wellframe app, their data is shared in real time with their care team through the care team dashboard, which utilizes advanced algorithms to generate early intervention alerts. With secure two-way messaging, Wellframe facilitates long-term, trusted relationships between patients and care teams.
Department Overview
The Client Services team leads the transformation of clinical services with our clients through our mobile-enabled technology, analytics, and innovative approaches to workflow redesign - either directly with payers and providers or through medical device, behavioral health, and other health care partners. This team is responsible for successfully implementing the Wellframe solution with new clients, managing ongoing client relationships, and identifying opportunities for account growth and expansion. We continuously work to improve the experience of client staff and patient end-users of the Wellframe solution and to exceed overall account metrics of success. As a team, we have a lot of fun in what we do, are data-driven in our approach, have a passion for health and health care, and never stop working to make our clients successful in their path to innovating services for their patients.
Position Overview
The Client Operations Associate will support Wellframe’s health plan clients at launch and throughout ongoing management, such that the platform is deployed in a timely fashion and positioned for success with respect to client staff adoption, patient acquisition, and enhancing patient care. This individual will play a critical role in integrating client workflows with platform capabilities, building staff trainings, and supporting overall project management activities. Throughout the course of the contract, the Client Operations Associate will be an expert on that account. S/he will relay the clients’ experiences and feedback to the Wellframe internal teams, derive opportunities for product and service enhancement, and coordinate Wellframe resources to enhance the relationship. Deployments will vary in scope and complexity but the Client Operations Associate will consistently demonstrate exceptional project management skills and a commitment to client success and relationship building.

Responsibilities:

  • Coordinate all resources and requirements needed to support efforts across early stages of the client lifecycle, in order to ensure a successful client launch and adoption, including:
  • Owning client-specific project plans
  • Gathering client requirements and communicating them to internal teams for execution
  • Supporting on-site, remote, and web trainings for client and clinical staff
  • Quickly identifying and communicating potential risks as they emerge that may impact implementation timeliness and success
  • Build strong relationships with clients
  • Manage clients through continual analysis of program performance, using data to illustrate stories and identify trends to drive routine communication with clients
  • Work closely with Wellframe Client Services directors and managers to execute strategic plans for organic growth with clients and to meet client and Wellframe goals
  • Research key health care issues of consequence to clients 
  • Serve as an intermediary between clients and Wellframe product team to share insights from the field and push the product development process

Ideal Candidate:

  • Bachelor's degree
  • 0-2 years of work experience in consulting, implementation or account management, professional services, quality improvement, or project management 
  • Experience in health care, ideally working with hospitals, providers, or life sciences companies
  • Strong project management skills, organization, and attention to detail
  • Strong interpersonal skills with a desire and curiosity to understand both the needs of our clients’ clinical teams and patients
  • Interest in using data to build strategic recommendations, illustrate program performance and identify opportunities for improvement
  • Exceptional written, verbal, and presentation skills
  • “No task is too small” mentality
  • Willing to travel up to 20%

Wellframe, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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Technology we use

  • Engineering
  • Sales & Marketing
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • SparkFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Located in the Seaport, we are a short walk from South Station and surrounded by great lunch spots and coffee shops.

An Insider's view of Wellframe

What are some social events your company does?

Wellframe’s social events go beyond the regular happy hours (which we also do). Earlier this week, my team went bowling; with the Women of Wellframe group, we watched Ocean’s 8 together and have a potluck picnic coming up; and later this summer, we’ll all indulge in a beach day. It’s all made me feel a part of the company even as a new member.

Fabiola

Client Operations Associate

What's the biggest problem your team is solving?

Wellframe's engineering team is passionate about blending data, cutting edge technologies and security to build products that have a direct positive impact on patients' quality of life. To that end, we are currently designing the next generation of our architecture while expanding our infrastructure.

Mohammad

VP, Engineering

How has your career grown since starting at the company?

Since I joined Wellframe my career has taken shape, growing from a broad interest in healthcare to embracing a mission-driven path to build technology to help patients. This team has encouraged my growth at every turn, supported my transition from Client Services to Product, and enabled me to dive fully into solving challenging problems.

Eleanor

Product Marketing Manager

What is your vision for the company?

We see an opportunity over the coming years to work with more and more organizations that allow us to impact more patients more profoundly, and so we are investing a lot to not only grow commercially and bring on more clients and new partnerships, but to take on more ownership over helping our partners engage more with their patients or members.

Jake

President & CEO, Co-Founder

What makes someone successful on your team?

Tenacity: We go the extra mile to make our partners successful and inspire each other with our thirst for excellence.
Collaboration: We work constructively across disciplines to solve hard problems together.
Humility: We are never finished learning and growing, and we value the perspective and experiences of those around us.

Evan

Director of Talent

What are Wellframe Perks + Benefits

Wellframe Benefits Overview

Wellframe recognizes that an employee benefits program is necessary for the health and well-being of our employees and their families. We are pleased to offer our employees one of the most competitive and comprehensive benefits packages in the industry.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Twice a week in-office lunches
Happy Hours
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