Our country is multicultural, but healthcare isn’t.
We’re changing that.
At ConsejoSano, we bring patient engagement to the next level through culturally-aligned content and technology that supports engagement at scale. We support health insurance companies, doctor’s offices, and employers by increasing patient engagement, lowering costs and producing better health outcomes for their members. As a team, we’re constantly pushing the envelope to solve any number of issues for our clients and their patients as they work to improve their own health. Our platform is used by our enterprise clients to enable patients to get the right care, at the right time, in the right place, and in the right way. We take pride in improving health outcomes through interacting with patients in revolutionary ways that are convenient to them and fit into their daily lives. With social determinants of health rapidly becoming an area of focus for our health care system, ConsejoSano strives to address these issues and leverage technology to scale our ability to help people live healthier lives.
ConsejoSano was launched in 2017 and is headquartered in the North Hollywood Arts District of Los Angeles County. Our team is comprised of nationally recognized serial entrepreneurs, clinicians, top notch sales and operations professionals; and an incredible team of care coordinators representing 25+ languages.
The Opportunity
We are looking to bring on a full-time Client Operations Manager to join our operations team in Los Angeles. Our new Client Operations Manager will help the most promising venture-backed, healthcare technology start-up in Southern California grow to the next level.
As Client Operations Manager, you’ll manage the implementation, ongoing engagement, and navigation strategies for the clients in your respective portfolio. We need a consummate team player who will collaborate with account managers, project managers, content writers, care coordinators, and product teams. Our goal is to design and deliver engaging, relevant, and personalized services that help patients live healthier lives and support our clients in achieving their overall performance goals. You’ll play a big role in turning goals to actions.
A technically oriented, flexible, and process-driven team player with excellent client management skills and a passion for improving the client experience will be a strong fit for the Client Operations Manager role. We are developing a product that has already improved and will continue to improve the lives of patients. We have assembled a team of passionate and intelligent individuals who genuinely enjoy coming to work each day. As we look to the next 18 to 24 months and beyond, we’re excited to build out our team and platform. We’re looking for an enthusiastic and driven Client Operations Manager to grow and learn with us along the way.
What you’ll do
- Be the face of ConsejoSano to your client portfolio. You will be their first point of contact for any requests, concerns, or feedback.
- Build strong relationships with and learn to anticipate our clients’ needs before they ask us for support.
- Manage client expectations in line with the capabilities of our current product and speed of future features.
- Oversee the entire campaign process for clients to ensure success on all fronts including but not limited to:
- Collaborating with clients to get the patient data necessary & external vendors to scrub/amend patient contact info.
- Coordinating with the content team leader to ensure campaign content is created and delivered to clients for approval on time.
- Liaising with the Care Coordination Manager to make sure the engagement team is up to speed on new campaigns for your clients.
- Co-create with the Operations Analyst to provide timely and detailed campaign data and results to your clients after campaigns end.
- Work closely with operations leadership to keep all stakeholders aware of any potential issues that may come up with your clients as well as any victories and successes that you/your clients experience (we love to celebrate).
- Work to secure contract renewals and expansions with existing clients.
- Synthesize client and user feedback and participate in internal strategy and product meetings to help us continuously improve and grow our solutions across verticals.
- Facilitate the content writing process for your clients (and sometimes write/edit content) for all of our client engagement campaigns, ensuring that all content writers have submitted their content and completed revisions on deadline.
- Be strategic. Support A/B testing. Look at campaign results. Experiment. Be ready to go full mad-scientist to get the best results possible for our clients. Think outside the box. Throw away the box. Re-envision solutions that aren’t currently working into a new framework that does!
- Work with the Client Operations team to dive in and get up to speed about what makes the patients of new (and existing) clients unique. We call this “community detailing” and it plays a big role in how we approach campaigns and outreach.
- Collaborate with a diverse team and be viewed as a leader who knows their clients and can explain their clients’ perspective.
- Actively participate in weekly departmental meetings and be viewed as an approachable resource.
- Additional responsibilities as per the evolving needs of the organization.
Things you’ll need to be successful
- 4-6 years of client facing experience in the healthcare world.
- The ability to build genuine, effective, and collaborative relationships with clients.
- Strong analytical skills and the ability to gather and present data.
- Exceptional communication and problem-solving skills.
- Ability to be flexible and work independently.
- Be really, really great at implementation in particular and be tech savvy in general. You should already know what SFTP means, how it works, and be able to talk a client through the process, on the phone, without being able to see their screen.
- Open mindedness about working in an unpredictable, fast-paced startup environment.
- Be a problem solver and solution innovator.
- Be mildly obsessed with details.
- A love for delighting the client. Even clients with strong opinions that seem counterintuitive to success.
- A gift for managing expectations and persuading reluctant partners.
- Be self-motivated and have a can-do attitude. Also a love for wearing lots and lots of hats (we’re a start-up).
- Multitasking & project management skills are a must.
- Ability to be flexible and work independently OR collaboratively as needed.
- Bilingual in English and a second language with native proficiency in BOTH languages is a plus.
- Be located in or willing to relocate to Los Angeles area (our office is in NoHo).
- Ability and willingness to travel up to 25% of the time.
We encourage you to apply even if you feel unsure about whether you meet every single requirement. We look for people who are passionate about what we do, not just those who check off all the boxes.
ConsejoSano is an equal opportunity employer and encourages all applicants from every background and life experience without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.