Account Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide operational and coordination assistance for our provider accounts in collaboration with Account Managers.

• Cultivate the ability to evaluate customer satisfaction, identify retention risks, and facilitate issue communication.

• Submit and manage support tickets for issues concerning access, IT, site IDs, and more.

• Handle customer-facing escalations as the initial point of contact and coordinate internal responses through emails, scheduling meetings, and following up to achieve issue resolution.

• Monitor and track unresolved customer issues, escalations, and operational requests to guarantee timely resolution and communication.

• Aid in the successful execution of projects by coordinating activities among IT/Development, Finance, Growth, Operations, and Account Management teams.

• Oversee the creation and modifications of SOPs, workflows, job aids, and operational documentation.

• Conduct and analyze reporting related to KPIs to identify trends, risks, or follow-up opportunities.

• Manage provisioning and access for current and new clients during the implementation phase.

• Maintain precise account documentation, health indicators, and risk flags.

• Support regular customer communications, including operational updates, issue follow-ups, and outage notifications.

• Identify recurring workflow challenges or operational gaps to create opportunities for process enhancement.

• Collaborate with Finance to resolve billing issues.

• Perform other duties as assigned.

⛳️ Requirements

• Bachelor’s degree in Business, Healthcare Administration, HIM, or a related field (or equivalent experience).

• 2-4 years of experience in account coordination, customer support, customer success, healthcare operations, or similar customer-facing operational environments.

• Excellent communication and relationship management abilities.

• Strong organizational skills with the capacity to manage multiple priorities concurrently.

• Ability to coordinate cross-functional activities and ensure timely follow-through.

• Proven ability to collaborate effectively across teams and functions.

• Capability to interpret performance data and articulate outcomes to customers.

• Familiarity with HIPAA-regulated environments is preferred.

• Proficiency in Microsoft Suite (PowerPoint, Excel, Outlook, etc.) is highly desirable.

• Comfort in operating within a fast-paced, matrixed organization.

• Willingness to travel up to 10-25%.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work hours.

• Paid time off.

• Professional development opportunities.