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Program Manager

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Remote, US or Boston, MA

At Wellframe, a HealthEdge company, we reimagine healthcare relationships through a new approach that uses high-tech to deliver the high-touch support people need, when and where they need it. We call it Digital Health Management. Our comprehensive suite of Digital Health Management solutions for care management, advocacy, and navigation help organizations forge more meaningful connections with members, across their healthcare journey. 

Wellframe was founded to counter a pressing industry problem: the healthcare system has struggled to find ways to support people in between care settings, at scale. We believe health plans are in the best position to advocate for their members as they navigate their health and care, but know that technology alone can’t help us achieve this ambition. That’s why our team of physicians, clinicians, public health experts, data scientists, engineers, and healthcare industry experts ensure our patented technology works in service of the person-to-person connections that make healthcare work best.

Role Overview

The Program Manager at Wellframe supports our health plan, provider, and partner customers to achieve success during the implementation and throughout the customer life cycle.  The Program Manager will be the primary operational point of contact for his or her assigned customers, working within a multidisciplinary, team-based customer delivery model.  Reporting to the Manager or Senior Manager of Customer Operations within the Customer Success Organization, the Program Manager will own the program implementation, ongoing day-to-day operations, and assist with account management strategy and corresponding relationships for 3-6 customer accounts.
The Program Manager will work closely with the customer and the internal Wellframe teams to ensure key program milestones are met on time and that the customer is positioned for success with respect to their Wellframe utilization and engagement metrics (e.g., customer staff adoption, member/patient onboarding, etc.).  At Wellframe, the Program Manager will be the expert source of knowledge about that customer’s program attributes, operational trends, analytic needs and challenges. S/he will be a voice of the customer and a customer advocate, relaying the customers experiences and feedback internally and deriving opportunities for product and service support and enhancement.  This role will marry consultative thinking and planning with strong operational execution.

Areas of Responsibility: 

The areas of responsibility for the Program Manager are as follows:

Provide customer operational leadership and advocacy with customer accounts and within Wellframe
  • Serve as the primary, daily point of contact to customer operational teams, building strong and lasting relationships with customer counterparts
  • Coordinate project/program resources and requirements needed for initial execution, ongoing success, and operations
  • Specific tasks include project management, leading customer calls, training customer staff, ensuring deliverables are met on time and of the highest quality, and quickly identifying and communicating potential risks as they emerge that may impact timeliness and success
  • Serve as an intermediary between customers and Wellframe teams to share insights from our end-users

  • Lead the on-going operations for our customers on the Wellframe platform and assist in the creation and active management of Customer Success Plans
  • Lead regular status calls and communication regarding Wellframe enhancements
  • Identify new product and technical opportunities within the current customer base
  • Continually monitor and analyze customer program utilization and performance through quantitative review and interpretation of daily and weekly internal reports
  • Qualitative assessment through regular customer check-ins. Ad hoc reporting as requested by the customer.
  • Work with other internal teams to help improve customer workflow and processes

  • Wellframe's remote-friendly culture means that we operate a hybrid office for employees in the Boston area, and also hire fully remotely across the country.

    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.

    This posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee and any percentages listed are approximate. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

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