Associate, Product Success

About VirtualHealth HELIOS by VirtualHealth is the first comprehensive care management platform purpose-built to power the entire value-based healthcare ecosystem. Utilized by some of the most innovative health plans in the country to manage millions of member lives, HELIOS streamlines person-centered care with intelligent case-, disease-, and utilization-management workflows, unmatched data integrations, broad-spectrum collaboration, patient engagement, and configurable analytics and reporting. Named one of the fastest-growing companies in North America by Deloitte in 2018 and 2019, VirtualHealth empowers healthcare organizations to achieve enhanced outcomes while maximizing efficiency, improving transparency, and lowering costs. For more information, visit www.virtualhealth.com . The Role: Associate, Product Success at VirtualHealth As an Associate member of the Product Success team, you will be responsible for delivering white-glove customer service and product support to all VirtualHealth customers. This role is ideal for individuals seeking a career in the healthcare, technology, and customer experience + product management worlds. Upcoming (Spring 2023) and recent college graduates (0-3 years professional experience) are encouraged to apply.  This challenging and rewarding role sits at the intersection of customer experience, product management, and client success responsibilities. The Product Success team is the face and voice of VirtualHealth to everyday users of the HELIOS platform, while also providing crucial “voice of the customer” insight back to the VH organization. You will utilize your extensive problem-solving, communications, prioritization, and organizational skills to ensure that all customer issues are tended to with the appropriate level of care, with the understanding that potentially millions of health plan member lives depend on you each and every day.  Responsibilities Respond to customer issues and requests as a subject-matter-expert (SME) for all HELIOS functions and workflows Manage customer accounts to ensure 100% SLA compliance for all user-reported incident and defects Work cross-functionally with customers, VH engineers, product managers, and business analysts to triage and resolve HELIOS defects, incidents, and bugs Collaborate with VirtualHealth development teams to enhance and refine HELIOS products and processes Serve as the objective “voice of the customer” to the broader VH org Measure and report on customer satisfaction via formal and informal measurement methods Represent VirtualHealth to audiences from the C-Suite on down Must Haves Excellent problem-solving and critical thinking skills Demonstrated experience delivering top-tier results in a fast-paced, complex environment Exceptional written and verbal communication skills. You are capable of leading a room and breaking down complex problems into easily-digestible terms on a per-audience basis Demonstrated interest in (and passion for) some combination of healthcare technology, customer experience management, product management, or product support.  An ownership mentality with a strong bias to action Nice to Haves A proven track record delivering complex, technical tasks to completion Experience with healthcare technology workflows - FHIR, HL7, Value-Based Care, Appeals/Grievance/Authorizations, LTSS/CM/UM management, “interoperability”, etc. mean something to you Direct experience with Jira products, particularly in a support and development capacity Compensation The salary range for this role is $60k - $75k base. Unlimited PTO  Health, dental, and vision Insurance 401K participation Rapidly growing technology company with upside potential Equity participation in the form of stock options VirtualHealth is committed to ensuring that information security remains a top priority for everyone. All workers are responsible for the protection of our Information Security and we take the execution of this seriously. Information Security Policies and procedures details and training will be provided during on-boarding. Each candidate will be subject to a background and reference check before beginning employm ent.