Note: The job is a remote job and is open to candidates in USA. Datavant is the data collaboration platform trusted for healthcare. The Account Associate serves as an operational and customer support partner to the Account Management organization, helping drive customer satisfaction, workflow execution, issue resolution, and account coordination.
Responsibilities
- Provide operational and coordination support for our provider accounts in partnership with Account Managers
- Develop ability to assess customer satisfaction, retention risk identification, and assist with issue communication
- Submission/management of support tickets for issues related to access, IT, site IDs, etc
- Manage customer-facing escalations as initial point of contact and coordinate internal response via emails, setting up meetings, and follow ups to lead to issue resolution
- Monitor and track outstanding customer issues, escalations and operational requests to ensure timely resolution and communication
- Assist in successful execution of projects by coordinating activities across IT/Development, Finance, Growth, Operations, and Account Management teams
- Manage creation/changes to SOPs, workflows, job aids, and operational documentation
- Conduct and review reporting related to KPIs to identify trends, risks, or follow-up opportunities
- Manage provisioning/access for current and new clients during implementation
- Maintain accurate account documentation, health indicators, and risk flags
- Support recurring customer communications including operational updates, issue follow-ups, and outage notifications
- Identify recurring workflow challenges or operational gaps to create opportunities for process improvement
- Manage billing issue resolution in partnership with Finance
- Other duties as assigned
Skills
- Bachelor's degree in Business, Healthcare Administration, HIM, or related field (or equivalent experience)
- 2-4 years experience in account coordination, customer support, customer success, healthcare operations, or related customer-facing operational environments
- Strong communication and relationship management skills
- Strong organizational skills with the ability to manage multiple priorities simultaneously
- Ability to coordinate cross-functional activities and drive timely follow-through
- Demonstrated ability to collaborate effectively across teams and functions
- Ability to interpret performance data and explain outcomes to customers
- Comfort operating in a fast-paced, matrixed organization
- Ability to travel up to 10-25%
- Familiarity with HIPAA-regulated environments preferred
- Proficiency in Microsoft Suite (Powerpoint, Excel, Outlook, etc.) highly desirable
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