Changing Lives Together

Join The 2nd.MD Team

Operations Manager for Outreach - Client Management
Company Description:

2nd.MD is an innovative, fast-growing, technology-driven healthcare services company that has rapidly become the largest provider of second opinion services in America. We provide our members the ability to connect to the best doctors in the world via our proprietary technology platform, rendering expert medical second opinions to anyone battling pain or disease. Our internal team delivers a concierge experience, from initial contact through medical records retrieval and storage to video consult scheduling and post-consult follow-up. And our clients include Fortune 50 companies and some of America's largest healthcare plans. 

Over the past twelve months, we've grown by 80% in revenue and consult volume, and we are expecting even more rapid growth over the next twelve months. Our growth is the direct result of our ability to outperform our competitors in the marketplace in terms of both speed and quality.  We have a panel of over 400 specialists who are some of the best doctors in their fields in the world, and we have strategic institutional partnerships with some of the top medical facilities in the world. And our proprietary internal technology platform powers our member experience, our case management, and our video consults, enabling us to deliver quality consults much more quickly than our competition. We have a significant full-time technology team on staff, and we're constantly innovating and improving our platform. In fact, we're as much a technology company as a we are a healthcare company!

As a result of our people and our technology, we provide our members a superior service to other second opinion offerings, with an average net promoter score of 87 (higher than that of Apple and Nieman Marcus) for the first four months of this year. And members get their consult summaries - accessible to them via our website portal - less than twenty-four hours after the consult happens. Everything we do is digital, driven via our web portal or our app ... no mailed opinions or paper-based services! Digital is in our DNA, and we're taking every opportunity to leverage technology as we move forward.

Though we are a profitable company, we recently secured a strategic investment from a well-known family office in order to give us additional capital and expertise to power our future growth. We've recently had great success in bringing on some of America's largest health plans as our clients, and they have been critical partners in expanding the distribution of our service. 

We are a passionate group of individuals who get excited about using technology to revolutionize healthcare.  And it is a fascinating time in our company’s history as we scale up for rapid growth.

Our company mission is to make it unthinkable to battle pain or disease without the help of 2nd.MD. Our purpose is to save and improve lives, every day. In everything we do, we strive for our service to be warm, effortless and momentous in the lives of those we help. If this speaks to your character and interests, we would love to hear from you.

Job Description:

Summary/Objective:  This role will serve as a link between our internal team of system developers, the outreach team and the Client Management department. The successful candidate will be effective at summarizing and compiling large quantities of data to provide digestible and informative slices of information to clients and our internal teams, including, but not limited to, implementation status, statistics on successful outreach and other metrics. Additionally, they will lead discussions with the technology team regarding our technical needs and priorities. Requests to technology will be summarized and tracked by this candidate. The candidate will also manage new implementations and work to make our current workflows efficient and running smoothly. 

Responsibilities: 

  • Perform various analysis and interpretation to link business needs and objectives for assigned function. 
  • Support business initiatives through data analysis, identification of implementation barriers and user acceptance testing of various systems. 
  • Identify and analyze user requirements, procedures, and problems to improve existing processes. 
  • Proactively communicate issues, knowledge and/or experience with team members. 
  • Manage the Client Management technology team projects for the Outreach group. 
  • Research issues and cases to determine root cause and provide analysis for ongoing issues and change requests for new functionality. 
  • Test issues as they are released by technology and adhere to ticking resolution system procedures. Assist with regression testing as needed. 
  • Collect and maintain accurate notes and procedures. 
  • Track and deliver on new outreach implementations and ongoing workload. 
  • Own the operational workflow for the IRIS specific process. 
  • Support outreach file review, standard outreach file layouts and client communications as applicable. 
  • Attend internal meetings to ensure client success. 
  • 100% of HIPAA guidelines and other security criteria followed. 
  • Exercise discretion and independent judgment in responding to and resolving participant issues. 
     
Qualifications:
  • Bachelor’s degree required with 3+ years of experience 
  • Ability to work both independently and with teams, including virtual co-workers with members in different geographic regions. 
  • Solid interpersonal skills and a client service mindset 
  • Strong organizational abilities and flexibility to work in a performance driven environment managing conflicting priorities. 
  • Sense of accountability and commitment to quality and continuous improvement. 
  • Strong knowledge of Microsoft Office tools including Outlook, Excel and Word 
  • Communication skills, time management, organization, attention to detail, quality focus, professionalism, productivity, analytical and problem solving skills, documentation skills, critical thinking, customer service skills, interpersonal skills, self-starter and an intellectual curiosity. 
  • Experience with test plan creation, testing procedures and test plan execution. 
  • Knowledge of the Healthcare Industry is preferred. 
  • Knowledge of JIRA and communicating with technical teams is preferred. 
Additional Information:

All your information will be kept confidential according to EEO guidelines.