Director of Client Support and Operations

Job not on LinkedIn

🔥 45 minutes ago

🇺🇸 United States – Remote

💵 $150k - $210k / year

⏰ Full Time

🔴 Lead

📁 Client Services

👻 Ghost score 0%

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Helm Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

Healthcare Insurance • SaaS • B2B

Helm Health is a SaaS platform that partners with TPAs and health insurers/carriers to power “Dynamic Copay” health-plan products. The platform uses upfront, guaranteed prices, granular cost and quality data, smart claim bundling, and an intuitive provider search to drive member engagement, enable value-driven benefit design, and reduce plan costs (the company reports 74% of care is shopped through the platform and ~15% plan savings). Helm enables moving beyond traditional deductible-centric plans by creating simple, guaranteed prices for members while preserving provider fee-for-service reimbursement.

📋 Description

• Lead Helm's client support function and manage and grow a team supporting payer and TPA relationships • Deliver a best-in-class client support experience • Define and own SLA commitments for all clients • Work daily with client users, especially member and provider service teams • Build relationships with client operations and IT leaders to implement a high-functioning support model • Partner with Client Delivery on post-launch experiences for clients and their members • Develop a scalable support system and enforce consistency across internal contributors • Establish proactive, concise client communication • Escalate stale or blocked items internally with appropriate urgency • Configure plans and onboard employer groups as they add members to the platform • Establish a consistent employer onboarding process with Product and Engineering • Aggregate client information and product feedback • Provide evidence-based recommendations for product planning and feature prioritization • Raise unresolved issues, push for timelines, and advocate for clients

🎯 Requirements

• 6–9+ years of experience in client support, client delivery, or operations roles within healthcare technology or enterprise SaaS companies • Experience setting up or managing a support team • Strong understanding of technology tools and vendors that support client engagement and support experiences • Preference for direct experience in healthcare or healthtech • Familiarity with payer systems, such as claims administration platforms • Familiarity with healthcare data exchanges, such as 837 EDI • Experience in high-growth start-up environments is ideal • Experience designing and building an enterprise support or consumer support function from scratch is ideal • Direct experience with health insurance payers or third-party administrators is ideal

🏖️ Benefits

• Bonus + equity • Unlimited PTO (mandatory 12 days) • Computer + home office stipend • 401(k) + matching • Medical, dental, and vision insurance • Autonomy and room for career growth • Quarterly company meetups

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