Senior Technical Implementation & Accounts Manager (Clinical Operations)

Job description

Everlywell is a digital health company pioneering the next generation of biomarker intelligence—combining AI-powered technology with human insight to deliver personalized, actionable health answers. We transform complex biomarker data into life-changing insights—seamlessly integrating advanced diagnostics, virtual care, and patient engagement to reshape how and where health happens. Over the past decade, Everlywell has delivered close to 1 billion personalized health insights, transforming care for 60 million people and powering hundreds of enterprise partners. In 2025, an estimated 1 in 94 U.S. adults received an Everlywell test, solidifying our spot as the #1 at-home testing company in the country. Fueled by AI and built for scale, we’re breaking down barriers, closing care gaps, and unlocking a more connected healthcare experience that is smarter, faster, and more personalized. ### What You'll Do: Client Partnership & Strategic Account Management (60%) - Own the end-to-end post-sale relationship for an assigned portfolio of Diagnostics Solutions and enterprise clients, serving as the **primary point of contact** for program needs, performance, technical questions, and clinical operations topics. - Lead structured discovery and ongoing strategy conversations to deeply understand client objectives, success metrics, and constraints; translate those into clear account plans and roadmaps. - Plan and facilitate **recurring business reviews (e.g., QBRs)** with client stakeholders, including performance readouts, insights, and recommendations for optimization and expansion. - Proactively monitor account health (utilization, SLAs, clinical quality signals, and satisfaction) and drive action plans to address risks, performance gaps, or emerging needs. - Own regular internal coordination, escalation, and execution of corrective action plans to swiftly resolve issues and minimize incident recurrence. - Provide timely, transparent communication on issues, incidents, and changes, ensuring clients feel informed, supported, and confident in our partnership. - Partner closely with Sales/BD, Clinical, Product, Implementations, Engineering, and Care Team leadership to ensure programs are meeting client KPIs and contractual commitments. - Proactively identify and qualify opportunities for **upsell, cross-sell, and expansion** (e.g., new programs, new populations, additional services) that maximize client value by **fully utilizing existing clinical workflows and platform resources**, and collaborate with Sales/BD to execute, thereby delivering on **strategic business development** goals. - Establish and maintain strong, multi-level relationships (clinical, operational, and executive), acting as a **trusted advisor** on both program design and day-to-day operations. ### What You'll Do: Technical Solutioning & Implementation Oversight (25%) - Translate client requirements and use cases into **platform configurations and workflows**, partnering with Implementations, Product, and Clinical to ensure feasibility and alignment with best practices. - Own the client-facing side of configuration timelines, milestones, and deliverables for new programs and major changes; manage expectations and surface risks early. - Coordinate and communicate **change management** for configuration updates (e.g., clinical rules, routing logic, reporting changes), ensuring changes are documented, tested, and clearly communicated to clients. - Develop a working understanding of underlying systems (e.g., proprietary platforms, EHRs, integrations, order/result flows, consult workflows, reporting pipelines) to effectively troubleshoot and triage issues. - Collaborate with technical teams on integration-related topics (e.g., data mapping, file layouts, error handling) and help ensure client requirements are accurately captured and validated. - Maintain accurate, client-specific documentation for configurations, workflows, SLAs, and edge cases to support consistent operations and scalable onboarding of new internal team members. ### What You'll Do: Insights, Reporting & Continuous Improvement (15%) - Define and deliver **standard and client-specific reporting** that tracks funnel performance (orders → results → consults), clinical outcomes, SLAs, and operational quality for your accounts. - Analyze trends to identify drivers of fallout, friction, or underperformance (e.g., rejection reasons, consult completion, address or data issues) and partner with clients and internal teams on corrective action plans. - Synthesize structured feedback from clients and frontline teams into clear, actionable input for Product, Clinical, and Operations roadmaps (e.g., feature requests, workflow enhancements, reporting needs). - Contribute to the design and evolution of **standard operating procedures, playbooks, and templates** that improve consistency, reduce operational complexity, and shorten time-to-launch for new clients and programs. - Partner with Clinical, Data, and Operations teams to pilot and refine **AI- and automation-supported workflows** that improve quality, reduce manual effort, and scale support across the client portfolio. ### Who You Are: - A **client-obsessed, solutions-oriented partner** who is energized by building long-term relationships and turning complex requirements into practical, scalable programs. - A confident communicator who can engage comfortably with **clinical leaders, operations teams, and technical stakeholders** at large healthcare and diagnostics organizations. - A systems thinker who enjoys mapping end-to-end workflows, identifying failure modes, and designing processes that are robust, compliant, and easy to operate. - A collaborator who thrives in fast-paced, high-growth, mission-driven environments and is comfortable navigating ambiguity while still driving clarity and outcomes. - Equally comfortable **getting into the details** of a configuration or report and **zooming out** to connect those details to client strategy and business value. ### What You Bring: - **5-8+ years** of experience in roles such as **Technical Account Management, Customer Success, Enterprise Implementations, or Clinical Solutions/Operations** within healthcare, digital health, or health tech. - Demonstrated experience owning **post-sale relationships** with enterprise clients, including leading QBRs, driving renewals/expansion, and managing issue escalations. - Strong understanding of **care delivery models, clinical pathways, and clinical workflows**, with the ability to translate them into technical and operational requirements. - Experience working with **healthcare technology platforms** (e.g., EMRs, labs, telehealth, order/result interfaces, HL7/API integrations, FHIR, HIE/QHIN sources) and comfort partnering with technical teams to resolve issues. - Proven ability to interpret and present data (dashboards, performance metrics, quality measures) and turn insights into clear recommendations and action plans. - Excellent **communication and documentation skills**, with the ability to simplify complex concepts for both clinical and technical audiences and create clear client-facing materials. - Bachelor’s degree in science, healthcare, engineering, or related field; an advanced degree or clinical credential (e.g., RN, NP, PA, MPH, MHA) is a strong plus but not required. - Comfort operating in a highly cross-functional environment and balancing multiple accounts, priorities, and timelines with a high bar for quality and follow-through.