At Wellframe, we reimagine healthcare relationships through a new approach that uses high-tech to deliver the high-touch support people need, when and where they need it. We call it Digital Health Management. Our comprehensive suite of Digital Health Management solutions for care management, advocacy, and navigation help organizations forge more meaningful connections with members, across their healthcare journey. 

Wellframe was founded to counter a pressing industry problem: the healthcare system has struggled to find ways to support people in between care settings, at scale. We believe health plans are in the best position to advocate for their members as they navigate their health and care, but know that technology alone can’t help us achieve this ambition. That’s why our team of physicians, clinicians, public health experts, data scientists, engineers, and healthcare industry experts ensure our patented technology works in service of the person-to-person connections that make healthcare work best.

Role Overview

The Director, PMO will be focused on scaling Wellframe’s customer operations to achieve a sustainable service model, while maintaining the service standards that make Wellframe the partner that it is to our clients. Reporting into the Senior Director of Customer Operations within the Customer Success Organization (CSO), this person will focus on building and/or updating Wellframe’s tools and processes to maximize efficiencies, models for service delivery, and handoffs around said service delivery models, while also working directly with some assigned customers in a project management capacity. A successful Director, PMO will drive measurable improvements for the CSO team while also building and refining a scalable, repeatable delivery model. 

Areas of Responsibility:

Tools and Processes (50%)

• Evaluate existing CSO processes and identify areas of inefficiencies and opportunities for improvements
• Develop and/or maintain standard operating procedures and maintain departmental systems and tools
• Conduct ongoing analyses to continually evaluate performance and impact of tools
• Work closely with the Product and Engineering teams to define the requirements to allow the organization to scale and root out inefficiencies

Support the continuous buildout and refinement of a financially sound service delivery model (20%)

• Focus on client-level costs and revenues - Identify trends, issues, and areas for improvement
• Conduct time analyses and identify/evaluate areas of inefficiency
• Work with leadership to evaluate cross-CSO staffing models based on client types and characteristics
• Partner with Finance and Business Operations on cost-to-implement, staffing needs, and on-going operations

Standardize service components in proposals and contracts (10%)

• Establish processes for review of service and delivery components of proposals and SOWs
• Ensure proposed components can be successfully delivered by CSO
• Work closely with the Growth and Product Marketing teams
• Coordinate internal handoff meetings and expectations.

Client Implementations and Solutioning (20%)

• Spend up to 20% of her/his time leading client implementations in order to ensure field insights are being fed back into Process & Standards work
• This person would work with a small subset of our most strategic, complex clients that require a higher level of experience and expertise
• Cover all areas of implementation from the handoff from Sales to the handoff to Account Management for all Wellframe markets

Education, Experience, & Skills Required [hard skills]:

• Bachelor’s Degree10+ years of experience in healthcare technology project management, client management, and/or process improvement and has helped scale other growing organizations or teams. Experience working with large, complex payer organizations a plus.
• Minimum of 5 years management experience, considerable experience scaling and leading teams in a high-growth organization preferred
• Considerable experience leading large, complex technical implementations, with particular focus on requirements discovery and solution design
• Skilled with requirements drafting, methodology mapping, cost and financial modeling, and template and tool building
• Experience selecting and managing external vendors preferred
• High proficiency with Excel, PPT, Workflow Mapping, and Project Management Tools

Behaviors & Traits Required [soft skills]:

• Eye toward larger picture of scalability and costs
• Ability and willingness to ‘dig in’ on the details, but zoom out to understand the broader strategic perspective
• Focus on process improvement and standardization 
• “Can do” attitude and willingness to think beyond the status quo
• Ability to lead cross-functional project teams and efforts
• High service standards, client management, and relationship management skills

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.