Service Delivery Associate

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $55k - $62.5k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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Presence

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

📚 Education

⚕️ Healthcare Insurance

☁️ SaaS

💰 $349.6M Private Equity Round on 2021-11

Education • Healthcare Insurance • SaaS

Presence is a leading provider of live, online therapy and evaluation services for PreK-12 schools. The company offers a range of teletherapy services including speech-language therapy, mental health counseling, psychoeducational assessments, and occupational therapy through its innovative Kanga Therapy Platform. With a network of over 2,000 licensed clinicians, Presence aims to empower children with diverse needs by expanding access to essential services and supporting schools in navigating special education challenges. Their digital platform is designed to help clinicians deliver therapy efficiently while engaging with students in meaningful ways.

📋 Description

• Own the end-to-end operational coordination and health of a portfolio of low-complexity districts, as the primary operational owner. • Serve as the primary operational contact for assigned districts, providers, and internal partners. • Coordinate referral progression from intake through service readiness, ensuring referrals continue moving toward successful fulfillment. • Maintain proactive communication with district partners regarding referral status, scheduling updates, and operational questions. • Identify operational risks early and escalate complex customer, provider, or workflow issues to the appropriate Service Delivery Specialist or Manager. • Coordinate provider engagement, referral acceptance, scheduling, and service readiness activities. • Monitor referral pipeline health and proactively address stalled, aging, or delayed referrals. • Partner with Staffing, Recruiting, and Service Delivery Specialists to support provider alignment and referral fulfillment. • Maintain accurate referral documentation and operational data across company systems. • Ensure referrals meet established service level expectations throughout the referral lifecycle. • Monitor account health, referral progression, and operational performance across assigned accounts. • Resolve routine operational issues while identifying opportunities to improve efficiency and customer experience. • Recommend workflow improvements that simplify processes and increase operational effectiveness. • Maintain operational standards while ensuring data integrity and process consistency. • Resolve routine operational barriers independently and escalate complex customer, provider, or workflow challenges requiring strategic coordination. • Partner with Service Delivery Specialists, Recruiting, and Revenue teams to ensure referrals move efficiently through the delivery process. • Share operational updates, customer feedback, and emerging risks with internal stakeholders. • Support onboarding and service implementation activities to ensure smooth transitions into ongoing service delivery. • Contribute to continuous improvement initiatives that strengthen operational execution and the customer experience.

🎯 Requirements

• 1+ years of experience in operations, customer success, account coordination, project coordination, service delivery, or a related field • Experience managing multiple priorities while meeting service level expectations • Strong organizational, communication, and problem-solving skills • Ability to build productive relationships with internal and external stakeholders • Comfortable working with operational systems, spreadsheets, CRMs, and reporting tools • Demonstrated ability to identify issues, prioritize work, and escalate operational risks appropriately. • Experience supporting K-12 education, healthcare, staffing, or service organizations. • Familiarity with referral management, scheduling, provider coordination, or customer operations. • Experience working within remote, cross-functional teams. • Experience supporting multiple customer accounts simultaneously.

🏖️ Benefits

• Comprehensive benefit plans, including medical with a High Deductible Plan and generous HSA contribution, plus dental and vision coverage • In addition to 11 observed holidays, salaried team members have flexible paid time off and hourly team members accrue 15 days paid time off starting • 401K savings plan with a discretionary company match • $500 home office stipend • Benefits package including company-paid life insurance, AD&D, Employee Assistance Program, and disability benefits • Wellness programs with Headspace, Peloton and One Medical • Paid parental and caregiving leave • Professional Development opportunities - eligibility to apply for our scholarship program • Collaborative, inclusive, and fun culture that is recognized as Great Place to Work certified • Employee Resource Groups to promote shared community and belonging • A meaningful and fulfilling opportunity to join a mission-driven team and help thousands of students unlock their full potential through access to high-quality special education services • Opportunities to give back to your community, including volunteer time off and donation matching