Client Operations Specialist

📋 Description

• • Are you a highly organized and proactive individual with a passion for client success and operational excellence? Scale Army is seeking a dedicated Client Operations Specialist to join a rapidly growing tech startup that is revolutionizing how organizations connect with vital medical expertise. This is a fully remote, 30-hour per week position, requiring availability during U.S. business hours (9 AM – 1 PM MST), and is open to candidates based in LATAM, Africa, and Eastern Europe.
• • Our client operates at the forefront of medical expert engagement, providing a cutting-edge platform that bridges the gap between healthcare providers, insurers, legal teams, and top-tier doctors and nurses. They facilitate the delivery of fast, reliable medical opinions, fundamentally transforming the expert review process. By streamlining operations and enabling better, faster decision-making for their clients, they are setting a new standard in the industry.
• • As a Client Operations Specialist, you will be instrumental in delivering exceptional client support, ensuring seamless onboarding experiences, and fostering long-term client satisfaction through proactive engagement. Your role will be central to the smooth functioning of operational processes, meticulous data management, and effective client communication, primarily conducted via email. Maintaining accurate records across all internal systems will be a critical aspect of your responsibilities, ensuring data integrity and accessibility.
• • The ideal candidate is a self-driven, highly organized professional who thrives in a fast-paced, dynamic environment. While a background in healthcare or medical fields is highly advantageous and will be considered a significant plus, it is not a mandatory requirement. What is essential is a keen eye for detail, a commitment to accuracy, and a genuine desire to support clients and contribute to the company's growth.
• • Key responsibilities will encompass a blend of crucial operational and data management tasks. You will be responsible for receiving, meticulously organizing, and maintaining client provider lists within structured spreadsheets. This includes ensuring that provider data is consistently and accurately updated in internal tracking documents and directly within the product platform. A significant part of your role will involve managing ongoing provider list updates, efficiently handling moves, adds, and changes (MACs) to ensure data remains current and relevant. Furthermore, you will be tasked with setting up new client organizations within the platform, ensuring their matching dashboards are fully functional and ready at launch. Maintaining clean, accurate, and up-to-date client records across our CRM and various support tools is paramount. You will also send out scheduled reminder emails and follow-ups to clients, ensuring timely data submissions and updates, which are critical for operational efficiency. Supporting contract documentation will also be part of your duties, which may involve editing agreements, adding required data, and drafting addendums as needed, ensuring all legal and operational requirements are met.
• • In terms of client support, you will serve as the primary point of contact for our clients, engaging with them primarily through email. Your support during the onboarding phase will be crucial, involving the organization of provider lists, their translation into the platform’s structure, and ensuring proper configuration to meet client needs. You will be expected to respond promptly and professionally to client inquiries, troubleshoot any issues that arise, and guide clients on best practices for utilizing the platform effectively. Proactively tracking client usage and engagement will allow you to identify potential risks, emerging issues, or opportunities for growth, enabling us to provide even better service. Success in this role means contributing to seamless onboarding experiences, building strong, trusted relationships with client stakeholders that drive retention and growth, and continuously optimizing client journeys to enhance product adoption and overall satisfaction. Your timely and effective client communication will anticipate needs and resolve issues efficiently, underpinned by accurate and up-to-date client data accessible across all internal systems.
• • This is a unique opportunity to join a rapidly expanding company and play a pivotal role in shaping the client experience. As a Client Operations Specialist, you will directly impact client satisfaction, retention, and operational excellence. There is significant potential for growth into more strategic responsibilities over time within a mission-driven, fast-paced, and collaborative environment. If you are ready to make a tangible impact and grow your career in a dynamic tech startup, we encourage you to apply.