Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 140 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

As a Clinical Program Manager, you will be responsible for the success of our solutions by driving patient and care team engagement, building trusted relationships with our clients, driving best practices and ensuring that the programs meet the success measures set out during the implementation.  You will work with our clients to drive program improvements and partner with internal Content Strategy, Clinical and Informatics, Data Science and Integration teams to ensure that our programs enhance care teams ability to engage and care for their patients. This role will require you to be proactive, build relationships and follow through on tracking deliverables with the responsible parties.  Customer satisfaction of a program will depend on your ability to communicate clearly and thoroughly, problem solve, and drive action on deliverables to completion.

Core Responsibilities:

  • Be the focal point for the client’s every need and become a trusted advisor with clients by deeply understanding their business and aligning their needs with our solutions.
  • Deep understanding of client/clinical workflows to ensure Chat adoption.
  • Meticulously monitor program usage by both clients and patients alike.
  • Track and monitor client status, identifying areas of concern, and pursue growth and upsell opportunities.
  • Act as client advocate while effectively collaborating with internal teams, including product management, clinical, informatics, content, engineering, growth, and finance.
  • Drive the reporting and analytics needs of the client.
  • Identify and resolve operational and services related issues to ensure customer satisfaction.
  • Assess risks at the customer program level so as to develop and execute risk and contingency management plans as needed.
  • Inform senior management and clients on program status, metrics, and key issues on a regular basis.
  • Provide timely responses to all customer-driven performance inquiries.
  • Work with the growth team on contract renewals, extensions, and scope change activities.
  • Manage the work for minor program enhancements

Qualifications:

  • Bachelor’s degree
  • 7+ years experience in account management & client services organizations working with large clients, healthcare provider system clients preferred
  • Experience in healthcare, providing or supporting care to patients
  • Experience in communicating with senior business leaders
  • Experience with healthcare ROI models
  • Experience working in an organization that provides software as a service
  • Experience using Microsoft Office, Google applications, Jira, Confluence, project management tools

Capabilities (skills or knowledge required for success):

  • Excellent written and verbal communication skills
  • Exceptional client relationship-building skills
  • Strong critical thinking and analysis skills with a passion for solving problems that have not been solved before
  • Strong project management skills
  • Ability to communicate well with people at all levels
  • Ability to work cross-functionally in a dynamic team environment
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ability to travel up to 20% of the time (as needed), once travel is safe

Additional information

Your Team:

As a Clinical Program Manager within the Client Operations team your responsibilities will be both to external customers as well as to internal groups as liaison between the customers and our engineering, clinical and product groups. Our department works closely with all groups in the company to deliver clinical programs in an organized, timely and efficient manner that include automated virtual care chats, patient and care team activation plans, system integration and clinical, financial and operational success measures.  Client Operations is a close-knit team that works together to bring consistent process, communication, and issue resolution to our clients by fostering collaboration between all groups both internal and external.

Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic. 

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.

Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!  Amwell has collaboration spaces in Boston, Tysons Corner, Portland, Woodland Hills, and Seattle.

  • Unlimited Personal Time Off (Vacation time)
  • 401K match
  • Competitive healthcare, dental and vision insurance plans

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