Changing Lives Together

Join The 2nd.MD Team

Technology Lead - Account 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 external clients, our internal team of system developers and the Account 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. Additionally, they will lead discussions with clients regarding our technical interfaces and capacities. The candidate will manage the Account Management team of business analysts and process analysts and oversee the setup of new clients on our proprietary platform. Finally, the candidate will lead discussions and projects with our technology group for all new client work. 
 

Location: Houston, TX 
 

Reports To: Director of Client Operations 
 

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. 
  • Meet service level agreements across all clients. 
  • Identify out of scope work and new opportunities. Assist with providing work and hours necessary to complete the work. 
  • Identify and analyze user requirements, procedures, and problems to improve existing processes. 
  • Identify client needs and provide solutions or alternatives to their specific situation. Lead client requirements meetings as needed. 
  • Proactively communicate issues, knowledge and/or experience with team members. 
  • Manage the Account Management technology team of business analysts and process analysts 
  • 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. 
  • Attend internal and external meetings to ensure client success. 
  • 100% of HIPAA guidelines and other security criteria followed. 
  • Own the system interfaces with carriers and clients and escalate issues to the technology department and leadership. 
  • Exercise discretion and independent judgment in responding to and resolving participant issues. 
  • Responsible for ensuring that the system configuration is accurate. 
     
Qualifications:
  • Bachelor’s degree required with 5+ 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. 
Additional Information:

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

Physical Demands/Working Conditions:

  • This job operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, printers, and filing cabinets.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.  
  • This is a full-time position, and general hours of work and days are Monday through Friday, 8:30 a.m. to 5:00 p.m.  This position requires some flexibility for tight deadlines.
  • Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.