Client Operations Manager

| Greater Boston Area
If you or a loved one has ever experienced a major medical event, you know how overwhelming it is to process the flood of information that follows—whether it’s hastily delivered guidance from your doctor, or a pile of paperwork on managing your recovery. And once you get home, it can feel impossible to know where to start, or how to stay on track to reach your health goals.
At Wellframe, we’re helping healthcare organizations fill this gap, so people can get the holistic resources and support they need to feel their best, outside traditional care delivery settings. Through our patented platform, 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.
The Client Operations Manager at Wellframe supports our health plan, provider and partner clients to achieve success during the implementation and throughout the client life cycle. The Client Operations Manager will be the primary point of contact for his or her assigned clients, working within a multidisciplinary, team-based client delivery model. Reporting to the Director of Client Strategy & Operations within the Client Delivery team, the Client Operations Manager will own the program implementation, ongoing day-to-day operations, account management strategy and corresponding relationships for 3-6 client accounts.
The Client Operations Manager will work closely with the client and the internal Wellframe teams to ensure key program milestones are met on time and that the client is positioned for success with respect to their Wellframe utilization and engagement metrics (e.g., client staff adoption, member/patient onboarding, etc.). At Wellframe, the Client Operations Manager will be the expert source of knowledge about that client’s program attributes, operational trends, analytic needs and challenges. S/he will be a voice of the client, as well as a client advocate, relaying the clients’ experiences and feedback internally and deriving opportunities for product and service support and enhancement. This role will marry consultative thinking and planning with strong operational execution.
Areas of Responsibility:

Provide client leadership and advocacy with client accounts and within Wellframe (40%):

  • Serve as the primary, daily point of contact to clients, building strong and lasting relationships with client counterparts
  • Coordinate project/program resources and requirements needed for initial execution and ongoing success
  • Specific tasks include project management, leading client calls, training client staff, ensuring deliverables are met on time and of the highest quality, and quickly identifying and communicating potential risks as they emerge that may impact timeliness and success
  • Serve as an intermediary between clients and Wellframe teams to share insights from our end-users

Establish and actively manage customer success plans (30%):

  • Continually monitor and analyze client program utilization and performance through quantitative review and interpretation of daily and weekly internal reports and qualitative assessment through regular client check-ins
  • Produce and deliver high quality, strategic stakeholder meeting presentations on quarterly/bi-annual basis

Identify opportunities to grow the Wellframe business (30%):

  • Work closely with Wellframe Client Strategy & Operations leadership and other senior Wellframe leadership to meet client and internal goals and set strategic plans for organic growth

Education, Experience, & Skills Required

  • Bachelor’s degree, with 4-8 years of experience
  • Experience in health care client management, implementation, and project team coordination roles
  • Experience working with enterprise clients or large, complex projects
  • Strong interpersonal skills with a desire to understand and serve the multi-dimensional needs of our clients - those of their business, their clinical teams and their patient populations
  • Smart, well-organized, and collaborative, with a strong attention to detail & experience in project management and operations
  • Strong understanding of payer, provider, and other key stakeholders in the healthcare market landscape
  • Previous experience in other health information technology or health management software delivery a plus

Behaviors & Traits Required

  • A passion for health, health care, and delivery transformation, including the role of digital technology and technology broadly in this transformation
  • Exceptional written, verbal, and presentation skills
  • A self-starter with a track record of delivering strong performance, professional maturity, and business acumen
  • "No task is too small" attitude, with a passion for service excellence and eagerness to learn
  • Energetic, kind, sincere, patient, and adaptable
  • Must be Boston-based or willing to relocate
  • Must be willing to travel up to 30%

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
  • Product
  • Sales & Marketing
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • SparkFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • 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

CTO

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

Senior Director of People & Culture

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.

Culture
Volunteer in local community
Wellframe participates in quarterly volunteer activities. In the past we've volunteered at More than Words, Community Servings, Boston Healthcare for the Homeless and West End Boys and Girls Club.
Friends outside of work
Eat lunch together
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Interview training is conducted at Wellframe 1-2 a year to minimize bias in the interview process.
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
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Twice a week in-office lunches
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
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