Client Success Coordinator at Doctor On Demand
San Francisco, CA, US / Minneapolis, MN, US / District of Columbia, US

Doctor On Demand’s mission is to improve the world’s health through compassionate care and innovation.  We believe that health is personal, and means so much more than treating illness.  We're proud of the care we've provided over the years and the relationships we’ve developed with our patients, as evidenced by the 5-star reviews we continually receive. People use our service to gain access to some of the best physicians and licensed therapists in the country, all whenever and wherever is most convenient.  It’s as simple as opening the Doctor On Demand app on a smartphone or computer.

Through live video visits, our hand-picked, US-trained doctors take patient history, perform an exam, and recommend a treatment plan. Prescriptions, if needed, go directly to the pharmacy of choice. While insurance isn’t required, tens of millions of Americans enjoy covered medical and mental health visits through employer and health plan partnerships. To learn more about the hundreds of medical issues we treat, visit us at DoctorOnDemand.com.

Job Summary:

We are looking for a resourceful, driven, team player with a knack for analytics and problem solving to support the Client Success Health Plan team. The ideal candidate uses a data-driven approach to identify and execute against opportunities to improve client performance and relationships. The Client Success Coordinator works across all health plan clients to support client satisfaction, retention, profitability and daily account management operations. We are looking for someone who has a natural curiosity for solving complex problems and can compellingly communicate value stories. This position reports to the Senior Director of Client Success, Health Plans and is based in San Francisco, Minneapolis or Washington, D.C.

Duties/Responsibilities:

  • Assists team with day-to-day account management

  • Develop presentations for quarterly business reviews

  • Identify and monitor key metrics driving client success annual goals across client engagement and satisfaction

  • Partner with sales operations  to improve and protect revenue and profitability

  • Provides support in the creation and distribution of seasonal campaigns and incentive based campaigns

  • Administer and analyze bi-annual client satisfaction survey 

  • Identifies and communicates early indicators of risks and opportunities

  • Own and report on the effectiveness of campaigns and programs, analyzing results to move the programs forward and recommend improvements

  • Work cross-functionally with business development, marketing, product, analytics clinical and other departments to develop and implement broad-serving solutions

  • Evaluates customer needs and proactively develops appropriate solutions linking Doctor On Demand's mission, vision and core values

Required Skills/Abilities:

  • Good at prioritization and maintaining focus in a fast paced environment, and flexible to shift when new data surfaces

  • Looks beyond the obvious and doesn't stop at the first answers

  • Strong project management skills

  • Excellent writing ability, and exceptional attention to detail

  • Strong intra-team communication skills, ability to work with many stakeholders and engage cross-functional teams in both one-on-one and group settings

  • Data-driven and comfortable using data to support your points

 

 Education and Experience:

  • 3-5+ years experience in healthcare account management, with experience in digital healthcare a plus

  • Experience working collaboratively with internal and external teams, and experience presenting strategic concepts to senior management

  • Bachelor's degree 

 

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.

  • Must be able to lift up to 15 pounds at times. 

 

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, Doctor On Demand reserves the right to revise the job or to require that other or different tasks be performed as assigned. All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to which will be required in this position, employees may be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis.