Senior Client Operations Associate

| 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.
We are looking for a Senior Client Operations Associate to join our Client Delivery team, helping us to support our health plan and provider clients to achieve success during the implementation of the Wellframe platform and for our ongoing partnership management. You will work with multiple members of the team to support implementation activities and ongoing relationship management strategy for 4-8 client accounts. 
You will be supporting Client Delivery efforts to ensure that the Wellframe technology platform is deployed in a timely and high quality fashion, ensuring that the client is positioned for success with respect to client adoption, member/patient acquisition and enhancing member/patient care. You will be playing a critical role in integrating client workflows with platform capabilities, building and owning project plans, setting project scope to align with key stakeholders and using data and analytics to tell compelling stories.
Throughout the course of the client life cycle, you will act as the expert on your book of accounts and will play a key role in managing relationships with key vendors, while relaying the clients’ experiences to the Wellframe internal teams, helping to address client feedback by deriving opportunities for product and service enhancement. Deployments will vary in scope and complexity but you will consistently demonstrate exceptional project management skills and a commitment to client success and relationship building. 
Areas of Responsibility: 

Provide a superior customer experience though the implementation process

  • Support the Wellframe Client Services directors and managers in setting implementation scope and aligning with key stakeholders 
  • Build and own the ongoing management of client-specific implementation project plans
  • Identify key risks that can impact client relationships, timelines and deliverables, and communicate proposed solutions to appropriate stakeholders 
  • Through active listening, identify new opportunities to execute strategic plans for organic growth, and communicate them to the Wellframe Client Services directors and managers

Support customer success plans

  • Manage clients through continual analysis of program performance, using data to illustrate stories and identify trends to drive routine communication with clients
  • Act as the expert on Wellframe key metrics with customer stakeholders, while continually contextualizing how data makes sense for broader partnership goals

Client program operations and communications support

  • Use precise language to independently communicate with internal stakeholders and customer core project teams 
  • Support remote and onsite trainings for client and clinical staff
  • Serve as an intermediary between clients and Wellframe teams to share insights from the field and push any strategic next steps
  • Lead small client presentations, preparing materials independently 

Education, Experience, & Skills Required

  • 3-5 years of work experience in consulting, implementation, professional services, quality improvement or project management roles
  • Strong project management skills, organization and attention to detail, with particular experience setting a project scope with consideration to all key stakeholders 
  • Strong interpersonal skills with a desire and curiosity to actively listen for and interpret client feedback
  • Experience mitigating risk and addressing conflict proactively
  • Clear business writing using precise language, verbal & non-verbal communications and ability to lead presentations 
  • Experience in health care and/or health and wellness benefits, ideally working with health plans, hospitals, providers, or life sciences companies would be a bonus
  • Must be Boston-based or willing to relocate
  • 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.
This posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee and any percentages listed are approximate. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

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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
Intracompany committees
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
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
Wellframe hosts Lunch and Learns once a month.
Cross functional training encouraged
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