Customer Success Lead (US Healthcare)
Share
Job Location:
Taguig - Philippines
Monthly Salary:
PHP 28000 - 31000
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
- Directly manage support and mentor a team of Customer Success Specialists including but not limited to monitoring attendance and daily performance; facilitating onboarding and ongoing training; providing regular coaching and feedback; distributing and prioritizing workload; addressing team concerns and issues; and reporting on individual and team performance outcomes and progress.
- Hold CSS accountable for established performance standards and team-based metrics and be measured on the achievement of those metrics.
- Partner and collaborate with all internal and client-facing teams to ensure a seamless consistent and high-quality patient journey.
- Organize prioritize and manage workload effectively while maintaining punctuality and preparedness for all scheduled meetings and deliverables.
- Demonstrate strong organizational skills self-motivation problem-solving abilities and consistent follow-through on assigned responsibilities.
- Define implement and continuously refine performance measurement systems to support operational excellence and team effectiveness.
- Support and actively participate in all aspects of client program delivery including proactive communication issue identification issue resolution and timely reporting.
- Effectively multi-task and problem-solve in a fast-paced environment while managing competing priorities.
- Complete all tasks with a high level of attention to detail a sense of urgency and clear effective communication to keep clients informed of relevant updates and developments.
- Manage client expectations by maintaining a thorough understanding of client agreements and ensuring OpenLoop services align with contractual obligations.
- Enter accurate complete and timely updates in internal support systems ensuring data accuracy integrity and security compliance.
- Collaborate cross-functionally with OpenLoop teams including Clinical Non-Clinical Patient Support and Customer Success to support program and client success.
- Gather and assess complex client needs and coordinate appropriate internal resources to support clients care delivery systems.
- Continuously evaluate and improve existing processes to enhance service delivery product offerings and operational efficiency.
- Identify operational gaps and provide training and guidance to internal teams on requirements necessary to effectively deliver services.
- Ensure technical workflows remain effective and efficient and proactively identify document and escalate issues when systems or processes are not functioning as intended.
- Demonstrate strong written and verbal communication skills in all internal and external interactions.
Requirements
Experience & Education
Leadership Experience: Proven track record of managing and developing teams in a fast-paced environment (Customer Success Healthcare or Operations preferred).
Industry Knowledge: Familiarity with patient journeys clinical workflows or healthcare service delivery is a significant plus.
Work Setup: Able to start by February 27 2026. Must be amenable to a Hybrid setup in BGC (at least 2x weekly) and willing to work shifting night hours between 8:00 PM 8:00 AM PHT.
Technical & Functional Skills
Performance Analytics: Ability to implement measurement systems and interpret metrics to drive team performance.
Project Management: Strong organizational skills with the ability to manage competing priorities and meet tight deadlines.
Systems Proficiency: Experience working with internal support tools CRMs and ticketing systems with high attention to data accuracy.
Core Competencies
Communication: Exceptional written and verbal communication skills for both internal teaam-building and external client relations.
Problem-Solving: A self-motivated approach to identifying operational gaps and creating scalable solutions.
Adaptability: The ability to multi-task and maintain a sense of urgency in a rapidly changing environment.
Attention to Detail: Meticulous follow-through on deliverables and a commitment to maintaining high-quality standards.
Benefits
Required Skills:
Leadership Experience: Proven track record of managing and developing teams in a fast-paced environment (Customer Success Healthcare or Operations preferred). Industry Knowledge: Familiarity with patient journeys clinical workflows or healthcare service delivery is a significant plus. Work Setup: Must be amenable to a Hybrid setup in BGC (at least 2x weekly) and willing to work shifting night hours between 8:00 PM 8:00 AM PHT. Technical & Functional Skills Performance Analytics: Ability to implement measurement systems and interpret metrics to drive team performance. Project Management: Strong organizational skills with the ability to manage competing priorities and meet tight deadlines. Systems Proficiency: Experience working with internal support tools CRMs and ticketing systems with high attention to data accuracy. Core Competencies Communication: Exceptional written and verbal communication skills for both internal teaam-building and external client relations. Problem-Solving: A self-motivated approach to identifying operational gaps and creating scalable solutions. Adaptability: The ability to multi-task and maintain a sense of urgency in a rapidly changing environment. Attention to Detail: Meticulous follow-through on deliverables and a commitment to maintaining high-quality standards.
Required Education:
BS Psychology Nursing Admin Management or equivalent
Company Industry
IT Services and IT Consulting
Key Skills
- Revenue Cycle Management
- HIPAA
- Healthcare Management
- PMBOK
- Microsoft Outlook
- Project Leadership
- Data Management
- Project Management
- Affiliate Marketing
- Project Management Software
- Supervising Experience
- Workday
