Customer Success Team Lead

Job Title: Customer Success Team Lead 

Posting Date: 03/29/2023 

Location: Hybrid – Charlotte, NC 

Our client is a high growth healthcare technology company that improves patient access to care by delivering real-time cost estimates, administrative requirements, and approvals through their leading technology platform. This is a unique opportunity to help patients gain access to healthcare. Our client serves payors, providers, and laboratories by providing benefits eligibility, cost estimates and prior authorization determination, specifically for diagnostic testing. 

Duties and Responsibilities 

• Expert on Lab Accounts- understand who is who in the account, what tests they send, and what is most important to that account 

• Fast customer issue resolution 

• Push issues through clinical operations and supervisors to get better QA 

• Build and manage relationships with key personnel at accounts 

• Help with onboarding of new customers 

• Conduct weekly calls for new start customers for first 90 days and at least 30 days post launch • Conduct monthly calls with Tier 1 and 2 clients 

• Main point of contact for Tier 1 or 2 clients 

• Main point of contact to coordinate with various depts- operations/clinical operations/sales 

• Identify and push leads to sales team 

• Identification and review of trends Required Experience and Qualifications 

• Sense of urgency • Excellent attention to detail 

• Excellent written and verbal communication skills 

• Ability to relate well and resolve customer issues via phone and email • Ability to work across departments to help identify and improve efficiencies in the system 

• Proficient in Excel and data driven 

• Good understanding of portal and case submission process 

About our client: Our client is a healthcare technology company. By automating the impossible they are able to solve the most complex problems in the healthcare industry in real-time: prior authorizations and financial transparency. created a complete technology platform that increases patient access to care by delivering cost estimates, administrative requirements, and approvals in real time. Our client began with a laboratory focused approach, and their mission is to support patients, providers, and payors with total access to healthcare.