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Associate Service Delivery Manager

Welltok is growing rapidly and is excited for you to join our journey! We are proudly one of only five healthcare companies on the Forbes 2018 Cloud 100 list, ranked on the Inc 5000 fastest growing company list for the 4th consecutive year and ranked #1 on the 2018 Tech Tribune’s Best Technology Startups in Colorado.

Position Summary

The Public & Community market service delivery team manages the delivery of all client reporting, messaging and enrollment activities including providing end user support.  The Associate Service Delivery Manager will be responsible for providing direct support and service to our clients, ensuring client and user requests and inquiries are addressed in both a timely and satisfactory manner.  Reporting directly to the Service Delivery Manager, and based in Washington, DC, the position requires a focus on understanding client and end user experiences and needs.

Position Description & Responsibilities

  • Address all customer requests and issues, and handle in accordance with stated procedures
  • Ensure customer issues are being addressed in a timely manner to meet or exceed client expectations
  • Support all operational and reporting requirements, both for standard reports as well as ad hoc and unique analyses and data requests
  • Manage and maintain trouble ticketing system, providing regular performance and usage reports in addition to looking for ways to leverage the use of the system for expanded use
  • Track and review all open user cases to ensure cases are quickly brought to resolution or to escalation
  • Support other groups as appropriate in testing and verification activities
  • Instruct other support resources in performing complex tests to duplicate issues or uncover additional trouble shooting information
  • Perform case reviews of issues being worked by the support team and transfer technical knowledge related to case resolution
  • Contribute and ensure the team contributes to the company’s internal knowledge space (eg. Confluence)
  • Ensure processes, procedures and system use is properly documented and updated
  • Be capable of understanding and internalizing client processes in order to investigate system configurations to support those processes
  • Be a self-motivated, innovative person with analytical, problem solving, organizational, and interpersonal skills with the ability to adapt to changes and new ideas
  • Enjoy working in a fast-paced, dynamic and collaborative environment

Qualifications & Skills

  • Minimum of 3-5 years of experience in service support / engagement management and/or consulting in a non-sales capacity
  • Proven track record of experience with health plans, MCOs and ACOs
  • BA/BS degree a minimum
  • Fundamental knowledge of service support, reporting and operations
  • Knowledge of, and interest in, the US healthcare market, trends, business needs and digital health products
  • Demonstrated concise and effective written and verbal communication with customers and employees;
  • Excellent management and organizational skills including the time management
  • Familiarity with trouble tickets, user communications and reporting tools a plus
  • Excellent verbal and written communication skills
  • Customer centric and user experience focused

Welltok celebrates respects and supports diversity in the workplace. Welltok is an equal opportunity employer. We are committed to considering all qualified candidates regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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