Transcarent

Operations

• Administer and maintain Salesforce instance, including users, permissions, fields, workflows, and dashboards
• Generate weekly reports supporting pipeline generation, deals won / lost, Sales forecasts and a host of one-off requests inbound from cross-functional business units
• Build and maintain sales reports, dashboards, and performance metrics.
• Serve as primary lead for the Sales Operations team, working closely with the Salesforce engineers to develop new features and functions
• Ensure CRM data accuracy, consistency, and completeness at all times (conducting audits and data cleanup)
• Provide analytical insight to drive the business to action

Senior Manager, Healthcare Sales Operations

Project Manager

• Lead complex, cross-functional projects and workstreams from initiation through implementation and post-launch stabilization.
• Develop and maintain project plans, timelines, milestones, RAID logs, decision logs, and status reporting.
• Translate strategic priorities into clear project scope, objectives, deliverables, timelines, and success measures.
• Drive project execution by managing dependencies, risks, issues, decisions, and action items across multiple stakeholder groups.
• Ensure project teams remain aligned on scope, timing, priorities, and expected outcomes.
• Proactively identify barriers to delivery and escalate risks or decisions with clear options and recommendations.
• Support launch readiness, implementation planning, operational handoffs, and post-launch follow-up.
• Partner with clinical, operations, product, technology, analytics, client success, and leadership teams to drive alignment and execution.
• Facilitate project kickoff meetings, status meetings, planning sessions, working groups, and leadership updates.
• Act as a trusted advisor to Care Delivery leaders by bringing structure, clarity, and accountability to complex initiatives.
• Build strong relationships across teams and influence outcomes without direct authority.
• Support structured decision-making by clearly documenting options, tradeoffs, risks, and recommendations.
• Ensure stakeholders are informed, engaged, and accountable throughout the project lifecycle.
• Support the continued development and standardization of project management processes for the Care Delivery team.
• Ensure projects follow consistent intake, planning, execution, status reporting, launch readiness, and closure practices.
• Track project health and provide accurate, objective status updates using defined green/yellow/red criteria via the bi-weekly status report-out.
• Partner with stakeholders to define success criteria and track progress against key metrics throughout the project lifecycle.
• Identify opportunities to improve project delivery, team efficiency, communication, and execution quality.
• Promote a culture of accountability, urgency, transparency, and continuous improvement.

Senior Project Manager – Care Delivery

Customer Success Manager

• Support the Client Success Executive as the primary point of contact for an assigned portfolio of strategic and enterprise 2nd.MD clients
• Assist with strategic business reviews, quarterly health checks, and annual renewal discussions with HR leaders and key stakeholders
• Monitor client communications and flag potential risks, concerns, or opportunities to the Client Success Executive
• Maintain positive relationships with key decision makers, HR leaders, benefits administrators, and health plan partners
• Assist with coordination of relationships between clients, health plans, insurance carriers, and strategic partnership organizations
• Support program implementation and communication across client organizations and their health plan partners
• Help facilitate meetings and ensure proper documentation and follow-up activities
• Support client retention activities and assist with renewal preparation and documentation
• Help identify potential growth opportunities and communicate findings to the Client Success Executive
• Assist with developing client success plans and tracking progress against established goals
• Provide administrative support for expansion discussions and coordinate with Client Success Executive as needed
• Monitor and analyze client program performance with assistance from Client Success Executive, tracking utilization rates, member satisfaction, clinical outcomes, and ROI metrics
• Prepare standard reports and summaries to help demonstrate program value to clients and health plan partners
• Support implementation coordination of new services, features, or program enhancements
• Assist with cross-functional coordination and help manage project timelines and deliverables
• Serve as a knowledgeable resource on 2nd.MD services, helping clients navigate available programs and resources
• Support client communications including meeting preparation, documentation, and follow-up activities
• Assist with preparing materials and presentations for client meetings and strategic planning sessions
• Help gather client feedback and communicate insights to appropriate internal teams
• Monitor and track client engagement activities including marketing campaigns, communication initiatives, and member outreach programs
• Coordinate with marketing teams to ensure proper tracking of engagement opt-ins.
• Support execution of client-specific engagement strategies and marketing materials
• Assist with election tracking of health fairs and on-site events. (Some travel may be required in attending on-site events.)
• Maintain accurate records of engagement activities, marketing touchpoints, and election outcomes
• Handle routine client inquiries and coordinate escalated issues with the Client Success Executive
• Provide administrative support including meeting coordination, documentation, and project tracking
• Assist with process improvements and help maintain best practices for client relationship management
• Support special projects and initiatives as assigned by the Client Success Executive and leadership team

Senior Specialist, Customer Success

Manager

• Build and own day-to-day health plan relationships to proactively manage product delivery and service expectations.
• Partner with Transcarent teams to represent the voice of the Health Plan and ensure we are delivering on our strategic partnership requirements, as well as member and group satisfaction with Transcarent services.
• Responsible for, along with the Sr, Director, overall, Health Plan Partnership and end group performance, using influence and action to drive results. Strive for 100% partnership and group retention.
• Support Sr. Director, to develop an Annual Strategic Account Plan and successfully execute for each assigned partnership.
• Support Sr. Director in ensuring key stakeholders across our organization have accountability for, and visibility into, Transcarent’s results against key metrics and priorities; ensure they have a solid understanding of overall ROI.
• Partner with Transcarent’s Health Plan Partnership Optimization leader to identify and drive internal cross-functional initiatives that result in improved service delivery, partnership and member outcomes.
• Manage Health Plan partnership reporting delivery and ongoing reporting deliverables.
• Deliver Health Plan performance reports on time with suggestions or insights on trends, opportunities, and values being created through our strategic partnerships.
• Participate in analyzing results or service delivery issues and assisting in identifying the appropriate administrative solution.
• Partner with Activation and Implementation teams on new partnership onboarding and training on Transcarent’s processes such as reporting and ZenDesk (ticketing platform).
• Partner with Health Plan Optimization Leader to influence Operations to address areas of opportunity, drive process innovation and improvement to meet/exceed partnership objectives and maintain contract adherence.
• In partnership with Sr. Director and Health Plan Optimization lead, support cross-functional teams when managing partnership opportunities. Provide support in managing all partnership focused activities to completion across the organization (Product, BI/Reporting, Operational Meetings, Member Engagement, Clinical, Marketing, etc.).
• Plan and execute external status meetings (including agenda development, cross-functional facilitation, and meeting action item follow-up) that are productive and result in moving open items forward to closure in a timely manner.
• Provide partnership support on meeting preparation including logistics, agenda development, meeting notes and follow-up. When appropriate, execute on these items completely and independently.
• Partner with Customer Support team to understand and respond to customer escalated issues, customer specific and business-wide trends.

Senior Manager, Healthcare Sales Operations

Senior Project Manager – Care Delivery

Senior Specialist, Customer Success

Manager, Partnership Success – Health Plan