Customer Success Representative

Jobtailor; California (MO); On-site; USD 70,000 - 120,000; Full time

Job summary

TeleMed2U is seeking a results-driven healthcare business development professional to expand utilization, services, and referrals with health plan partners.

You will own client performance, lead end-to-end implementations, and foster strong provider relationships while ensuring timely reporting and SLA adherence. This role emphasizes cross-department collaboration to drive growth and improve patient access.

Qualifications

• Minimum of 2 years in healthcare business development or operations.
• Minimum of 1 year building and maintaining client relationships in a healthcare environment.
• Equivalent experience for customer engagement or relationship management may be considered.

Responsibilities

• Identify and drive opportunities to expand utilization, services, and referral volume with health plan partners.
• Own performance of assigned customers, including utilization, access metrics, and client satisfaction.
• Lead end-to-end project management for new implementations and service line expansions.
• Foster relationships with referring providers; act as main contact to increase referral volume.
• Monitor appointment availability and wait times by payer and specialty; collaborate to reduce delays.
• Deliver monthly client reports and analyze metrics to ensure SLAs are met.
• Serve as primary escalation contact for client issues; perform root cause analyses.
• Conduct regular meetings with health plan partners to review performance and identify growth opportunities.

Skills

Healthcare Business Development

Client Relationship Management

Project Management

Performance Metrics Analysis

Cross-Departmental Collaboration

Job description

• Proactively identify and drive opportunities to expand utilization, services, and referral volume within existing health plan partners to support upsell and growth goals.


• Own performance of assigned customers, including utilization, access metrics, and overall client satisfaction, taking proactive action to improve outcomes.


• Lead end-to-end project management for new implementations, service line expansions, and key client initiatives


• Foster positive relationships with referring healthcare providers, serving as their main point of contact and proactively engaging to increase referral volume.


• Monitor appointment availability and wait times by payer and specialty, identifying when delays exceed acceptable thresholds, and collaborate with operations, recruiting, and credentialing teams to implement solutions that reduce wait times and improve patient access.


• Facilitate the timely delivery of monthly client reports and analyze key metrics to ensure service level agreements (SLAs) are being met.


• Monitor reporting for new referring organizations and proactively initiate outreach to foster engagement.


• Develop and deliver branded collateral to enhance referring providers' understanding of TeleMed2U's services.


• Serve as the primary escalation contact for client or referring provider issues, working cross-departmentally to complete thorough root cause analyses and provide resolutions.


• Conduct regular meetings with health plan partners and referring clinics to review performance metrics, discuss challenges, and identify opportunities for growth.


• Respond timely and professionally to emails and inquiries from health plans and referring organizations.

Requirements

• Experience in healthcare business development or operations (minimum of 2 years)


• Minimum of 1 year of experience building and maintaining client relationships, in a healthcare environment. Equivalent experience for customer engagement and relationship management may be considered in lieu of direct experience.

Core Competencies

Demonstrates expertise in healthcare business development and client relationship management, with a focus on improving patient access and service utilization. Proficient in project management and performance analysis to drive growth and enhance client satisfaction.

Highest-signal resume keywords

• Healthcare Business Development


• Client Relationship Management


• Project Management


• Performance Metrics Analysis


• Cross-Departmental Collaboration

ATS Optimization Keywords

Hard Skills

• Utilization Metrics


• Access Metrics


• Service Level Agreements (SLAs)


• Root Cause Analysis


• Client Reporting

Soft Skills

• Proactive Communication


• Relationship Building


• Problem Solving


• Engagement Strategies

Industry Keywords

• Healthcare Operations


• Referral Volume


• Patient Access


• Telemedicine Services


• Client Satisfaction