Director, Client Strategy & Operations, Health Plans

| Greater Boston Area
Wellframe Overview
Wellframe helps healthcare organizations support every aspect of health beyond the four walls of care delivery. We provide care transformation services, a patented engagement platform, clinical programs that support the clinical and social determinants of health, and rigorous measurement. 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.
Departmental Overview
The Client Strategy and Operations (CSO) team leads the transformation of member-facing services with our clients through our mobile-enabled technology, analytics, and innovative approaches to workflow redesign - either directly with payors and providers or through medical device, behavioral health, and other healthcare partners. This team is responsible for successfully implementing the Wellframe solution with new clients, managing ongoing client relationships, and identifying opportunities for account growth and expansion. We continuously work to improve the experience of client staff and member end-users of the Wellframe solution and to exceed overall account metrics of success. As a team, we have a lot of fun in what we do, are data-driven in our approach, have a passion for health and health care, and never stop working to make our clients successful in their path to innovating services for their members.
Position Overview
The Director is responsible for strategic account management of health plan accounts and will have primary accountability for setting the strategic direction, performance targets, and overall success of the account. The Director will navigate clients through change management and tech-enabled transformation of member-facing services to meet client goals, improve the member outcomes, and enhance effectiveness of member-facing services. This individual will evaluate and communicate client performance relative to mutually defined goals and success measures. The Director will identify opportunities to expand the breadth and depth of our solution offerings within those accounts and share information relative to account performance and market insights to impact product, clinical, and service developments. The Director will excel in relationship-building, strategic thinking, written and verbal communication, problem solving, and navigating complex situations.
Responsibilities

Client Strategic Account Management:

  • Develop and maintain strong relationships with senior client stakeholders to ensure client success, value delivered, and referenceability
  • Partner with Client Operations Managers to drive tech-enabled transformation of clients’ clinical and member engagement service lines by aligning client and Wellframe goals and vision
  • Manage all contracts and contractual obligations for assigned accounts
  • Develop targets for all assigned accounts, track, and manage to them – holding both the client and Wellframe teams accountable to them and regularly report out on progress
  • Proactively identify and execute upon opportunities/strategies to increase client engagement, performance, and account revenue growth
  • Coordinate with Sales lead toward renewal and expansion opportunities

Internal Strategy & Operations:

  • Become an expert in Wellframe’s software, data, and service solutions 
  • Leverage client data and user feedback to share insights with Wellframe team to support Wellframe’s solution innovation 
  • Partner with CSO leadership to develop the tools and processes to build and enable a best-in-class Client Strategy & Operations team
  • Support development of cross-client best practices for client stakeholders and product end users
  • Advocate for client needs internally, create visibility into critical client goals and milestones, and work collaboratively with other internal teams to achieve outcomes

Our Ideal Candidate:

  • Bachelor’s degree
  • 8+ years of experience in client relationship management or consulting 
  • Deep knowledge of health plans as well as the health care landscape trends impacting plans and their stakeholders
  • Accountable, proactive, and thoughtful with high attention to detail and strong strategic and analytical problem-solving capability
  • Strong verbal, written communication and presentation skills
  • Embraces Wellframe values of tenacity, collaboration, and humility
  • Must be Boston-based or willing to relocate
  • Must be willing to travel up to 30%

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.

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Technology we use

  • Engineering
  • Sales & Marketing
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • SparkFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • 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

VP, Engineering

How has your career grown since starting at the company?

Since I joined Wellframe my career has taken shape, growing from a broad interest in healthcare to embracing a mission-driven path to build technology to help patients. This team has encouraged my growth at every turn, supported my transition from Client Services to Product, and enabled me to dive fully into solving challenging problems.

Eleanor

Product Marketing Manager

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

Director of Talent

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.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Twice a week in-office lunches
Happy Hours
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