Customer Success Representative

About TeleMed2U At TeleMed2U, we believe that time is the most valuable resource in healthcare— whether it is time to diagnosis, time to treatment, or time to better health. That is why, since our founding in 2011, we have been dedicated to increasing access to care across 20 medical and behavioral health specialties nationwide. By breaking down traditional barriers to specialty care, TeleMed2U has become a leading technology-enabled healthcare services company, delivering high-quality, convenient, and easy-to-access virtual healthcare solutions. Our integrated approach to chronic disease management empowers both patients and providers, improving health outcomes through seamless care coordination. With a focus on patient-centered innovation, provider collaboration, and data-driven care delivery, TeleMed2U is redefining specialty care—making it faster, simpler, and more accessible for all.

About the Role

The Customer Success Representative – Health Plans is responsible for owning and managing health plan client relationships to ensure successful implementation, strong utilization, and ongoing growth of TeleMed2U services. This role leads day-to-day account management, drives performance against key metrics, and proactively identifies opportunities to expand services within existing partners. The position requires strong project management capabilities, the ability to operate independently, and close collaboration across internal teams to deliver a high-quality client experience.

Key Responsibilities

• Proactively identify and drive opportunities to expand utilization, services, and referral volume within existing health plan partners to support upsell and growth goals.
• Own performance of assigned customers, including utilization, access metrics, and overall client satisfaction, taking proactive action to improve outcomes.
• Lead end-to-end project management for new implementations, service line expansions, and key client initiatives
• Foster positive relationships with referring healthcare providers, serving as their main point of contact and proactively engaging to increase referral volume.
• Monitor appointment availability and wait times by payer and specialty, identifying when delays exceed acceptable thresholds, and collaborate with operations, recruiting, and credentialing teams to implement solutions that reduce wait times and improve patient access.
• Facilitate the timely delivery of monthly client reports and analyze key metrics to ensure service level agreements (SLAs) are being met.
• Monitor reporting for new referring organizations and proactively initiate outreach to foster engagement.
• Develop and deliver branded collateral to enhance referring providers' understanding of TeleMed2U's services.
• Serve as the primary escalation contact for client or referring provider issues, working cross-departmentally to complete thorough root cause analyses and provide resolutions.
• Conduct regular meetings with health plan partners and referring clinics to review performance metrics, discuss challenges, and identify opportunities for growth.
• Respond timely and professionally to emails and inquiries from health plans and referring organizations.

Required Education & Experience Experience in healthcare business development or operations (minimum of 2 years) Minimum of 1 year of experience building and maintaining client relationships, in a healthcare environment. Equivalent experience for customer engagement and relationship management may be considered in lieu of direct experience. Skills & Competencies Understanding of the healthcare industry and healthcare delivery systems. Exceptional and timely communication and presentation skills, with ability to communicate complex concepts effectively to diverse audiences. Demonstrated ability to operate effectively in a highly cross-functional environment while maintaining strong independence, ownership, and accountability Results-driven with a strong work ethic. Preferred Bachelor's degree in business administration, healthcare management, or a related field (preferred) Understanding of telehealth technologies, trends, and market dynamics. Compensation & Benefits Competitive base salary with annual performance bonus Comprehensive health, dental, and vision insurance 401(k) with company match up to $2,000 Paid time off and flexible work environment, offering remote working arrangements with limited travel TeleMed2U is an equal opportunity employer and is committed to providing a workplace that is inclusive and free of discrimination. As an EEO employer, TeleMed2U does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other status protected by applicable law or regulation. We strive to create a diverse and welcoming environment for all employees, where each person is recognized and valued for their unique contributions. All employment decisions are based on merit, business needs, and individual qualifications.