Amwell

• Qualify, execute and manage partner programs with Amwell key strategic partners • Develop go-to-market and execution plans for current partnerships – joint marketing plans, management of pipelines, partner training • Support product, implementation, sales, contacting and strategy for joint partner offerings. • Work with internal and external stakeholders to identify and support opportunities relevant to both existing clients and prospects

Role Description We are looking to hire a full-time contracts administrator for our supported services, to join our rapidly expanding clinical team. This is a dynamic, purpose-driven role at the heart of our Clinical Operations team. You will be making a real difference daily, helping connect people with the mental health support they need, while ensuring our service runs smoothly, safely, and efficiently. You will play a critical role in the running of the Clinical Operations service. This will involve a variety of tasks that aids the Clinical Operations team and the service via: - Case management - Risk management - Administrative tasks You are the main source of contact between the referrer and the service: - Processing referrals - Reporting procedures, concerns, and outcomes to the referrer - Collecting and managing reports - Involved in risk assessment in conjunction with clinical supervisors - Supporting Behavioural Health Coaches / Supporters in completing their work with reporting, training, and management SilverCloud will support you to: - Respond and follow up on emails and phone calls from referrers - Respond and follow up on emails and phone calls from patients/service users - Process incoming referrals accurately and efficiently through our case management system - Coordinate and manage caseload allocations to Behavioural Health Coaches/Supporters - Monitor client journeys from intake through to discharge - Maintain accurate, up-to-date records and proactively flag any delays or issues - Perform regular data entry and quality checks using case management systems and MS Excel - Compile reports on service performance - Contribute to continuous improvement by identifying trends in service data - Ensure that risks are monitored and allocated to the Clinical team in a timely way - Communicate with referrers regarding risk management - Schedule risk assessment calls and complete case management actions on instruction Qualifications - A bachelor’s degree, preferably in a mental health-related field - Experience with case management systems (desirable) - Previous administrative support experience or completed professional administrative support training - Excellent attention to detail - Excellent communication, writing, and typing skills; able to use written communication in a clear and personal way - Excellent customer service - Excellent time management skills and ability to multitask and meet deadlines - Comfortable using multiple technological tools in your day-to-day; you can adapt and grow with technological developments quickly - Excellent interpersonal skills: you can collaborate with cross-functional teams and stakeholders at all levels of the organisation Benefits - 23 days annual leave + 1 birthday day + 4 Mental Health days - Private Health Care – Irish Life - Pension - Life Insurance - Income Protection - Healthy work-life balance – wellness days and a supportive working environment - Employee Share Purchase Plan (ESPP) - Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program - Free Subscription to the Calm App - Tuition Assistance Program

• Support production systems on platforms such as ESXi, Azure, AWS, and GCP • Utilize configuration management tools for scalable and repeatable systems management including Ansible and Puppet • Design, develop, and maintain automation frameworks, scripts, and operational tooling to improve scalability, reliability, and operational efficiency across infrastructure and platform services. • Configure, maintain, patch, and troubleshoot Linux operating systems with basic knowledge of Windows operating systems • Ensure compliance with security and data handling policies to meet PCI, HIPAA, and other standards • Develop and maintain Infrastructure-as-Code (IaC) solutions using tools such as Terraform, Ansible, and Puppet to support repeatable and standardized deployments. • Collaborate with peers as an accountable and supportive member of Amwell technology teams • Participate in 24/7 call rotation and scheduled maintenance tasks

• Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues, ensure the tickets are being worked appropriately, and escalate internally to ensure contractual SLAs and expectations are being met. • Proactively build strong relationships with key contacts of the customer operations organization throughout the entire partnership. • Support critical incident management efforts by providing case troubleshooting insights and/or Customer information as needed • Balance the voice of the customer with the voice of the business to ensure alignment of expectations are established, tracked, and met in alignment of all parties. • Identify any trends, themes, and issues during post-launch stabilization until customers are stable per established metrics. • Partner with key stakeholders to prioritize process enhancements and product fixes to improve customer experience to address critical business needs. • Develop comprehensive understanding of customer configurations, systems, and integration needs for key accounts. • Drive resolution for escalations, partnering with technical teams to bring issues to resolution while managing lines of communication internally and externally. • Help drive servicing excellence by providing input to knowledge articles and training materials that increase efficiency and effectiveness of Customer Support. • Obtain and maintain technical issue troubleshooting proficiency

• Own the business area for Data and Outcomes - accountable for portfolio performance, value realization, and delivery outcomes • Define and drive the multi-year roadmap and enterprise investment strategy including prioritization, sequencing, and tradeoff decisions that maximize data impact and ROI • Define portfolio-level north-star metrics and KPI’s, ensuring investments translate into measurable customer value (outcomes, adoption, time-to-value, reliability, utilization) • Build and maintain a portfolio operating plan: capacity allocation, headcount planning, vendor/tooling investment, and roadmap commitments • Establish and run a product investment governance model (e.g., annual planning, quarterly reforecasting, business area reviews), ensuring transparency and accountability • Develop business cases for new investments including market sizing, customer value, expected benefits, risks, and implementation plan • Partner with Finance and Commercial leadership to own and report business outcomes tied to Data investments (e.g., revenue enablement, margin, retention impact) • Serve as Amwell’s senior product leader for Health Plan data (population health, claims, eligibility, provider, risk, quality, utilization) and related outcomes frameworks • Champion fluency and strategy around Health Plan data including claims, eligibility, provider, risk, quality, and utilization data • Translate customer needs and requests into clear product strategies and holistic requirements that are scalable, repeatable capabilities (vs. one-off solutions) • Consult on internal, cross-functional initiatives across Product, Clinical, Services, Engineering, and Sales leveraging industry acumen and expertise to optimize implementation feasibility and cost-to-serve • Partner with Legal, Privacy & Security to manage data rights, regulatory constraints, and compliance considerations associated with product use • Ensure successful delivery across multiple teams by setting clear priorities, removing blockers, and holding stakeholders accountable to commitments • Evangelize data product strategy, roadmap, and investment priorities in customer meetings, executive briefings, and strategic sales conversations • Serve as a key voice in enterprise customer engagements, building credibility and trust while shaping roadmap direction through disciplined discovery • Ideate within multiple layers of the organization including leadership and working teams; tailor level of detail and message to audience • Engage with customers and customer-facing teams to validate product strategy, direction, and build influential customer relationships • Incorporate direct customer feedback and market insights into ongoing product discovery and roadmap evolution • Build, lead, and develop a high-performing team of Product Managers; set expectations for Product rigor, accountability, and data driven decisions. • Uplevel broader Product team on customer data needs, industry trends, and translating data investments to customer value • Operate as a hands-on product leader while directly managing and developing Product Managers • Provide coaching, mentorship, and clear direction to support individual growth, strategic thinking, customer engagement, storytelling, and execution excellence

Role Description The Senior Software Engineer – Full Stack will play a critical role within the Engineering organization at Amwell. We are looking for a passionate, results-driven engineer to contribute to the development of Amwell’s cloud-based healthcare platform. - Design and implement new functionality for Amwell’s next-generation software platform. - Drive software quality and engineering best practices through design reviews and code reviews. - Actively contribute throughout the entire software development lifecycle, including design, development, release, and operational support in cloud environments. - Collaborate effectively with Architecture, Product, Visual Design, and UX teams. - Mentor and support junior and mid-level engineers through technical guidance and collaboration. - Evaluate processes, tools, and engineering approaches to continuously improve product development practices. - Work independently with minimal supervision while managing assigned objectives and deliverables. - Operate effectively within a fully remote engineering environment. - Contribute to scalable backend services and modern frontend applications. - Support cloud-native development and operational initiatives. Qualifications - 5+ years of full-stack software development experience. - Strong experience with JavaScript and TypeScript ecosystems. - Hands-on experience with Angular, NodeJS, and modern frontend development. - 3+ years of experience building and delivering highly scalable cloud-based applications. - Enterprise-level experience working with relational and NoSQL databases such as PostgreSQL, MongoDB, Redis, and DynamoDB. - Strong experience writing unit tests, integration tests, and component tests. - Experience developing microservices using Java Spring Boot or NestJS. - Experience managing and supporting cloud-based applications within AWS or similar cloud platforms. - Proven track record mentoring engineers and supporting technical growth within teams. - Strong understanding of software engineering best practices and scalable system design. - Excellent time management skills with the ability to manage multiple priorities and changing requirements. - Strong communication and collaboration skills within distributed engineering environments. Benefits - Medical Plan Coverage provided by Colmédica. - Plan Coverage provided by Pan American. - Hybrid Allowance. - Additional Paid Time Off. - Maternity Leave 18 weeks. - Parental/Paternity Leave 2 mandatory weeks + 4 weeks. - Mental Health and Resiliency. - Virtual Second Opinion with the Cleveland Clinic Coverage. - LinkedIn Learning. - Rewards and Recognition. - Service Anniversaries. - Annual Bonus. - Referral Program. - Amwell tuition reimbursement benefit.

Role Description We are seeking a Senior Full-Stack Engineer with 5+ years of experience to join our engineering team. In this role, you will take part in designing, building, and maintaining both front-end and back-end web applications. The ideal candidate has a strong technical foundation and thrives in a fast-paced, collaborative environment. - Design and development of both client-side and server-side applications. - Architect, build, and maintain secure, scalable backend services and APIs. - Take ownership of end-to-end solutions, from the front-end (Angular) to the back end (Java, Node.js), ensuring seamless integration across the stack. - Conduct code reviews and foster a culture of learning, collaboration, and technical excellence within the team. - Work closely with product managers, UX/UI designers, and other stakeholders to define technical requirements, estimate efforts, and collaborate to build intuitive, user-friendly interfaces. - Work with cross-functional teams to ensure timely delivery of high-quality, scalable products and solutions. - Ability to debug and troubleshoot product support issues. - Ability to operate effectively in a fully remote environment. Qualifications - Bachelor's degree in computer science, Engineering, or a related field, or equivalent practical experience. - 5+ years full stack software engineering experience with deep understanding of back-end development, with experience in Java/NodeJS and front-end JavaScript/Typescript/Angular and RESTful API design. - 3+ years of Relational and NoSQL databases such as Redis / DynamoDB. - Experience writing cohesive and focused microservices using Spring Boot or NestJS. - 5+ years of delivering highly scalable cloud-based applications. - Strong working knowledge of Git, with experience in GitLab ideal. - Experience building multiple levels of automated tests (unit, integration, end-to-end) to ensure high quality code delivery. - Effective time management skills with the ability to juggle multiple tasks and shifting priorities. Benefits - Flexible Personal Time Off (Vacation time) - 401K match - Competitive healthcare, dental and vision insurance plans - Paid Parental Leave (Maternity and Paternity leave) - Employee Stock Purchase Program - Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program - Free Subscription to the Calm App - Tuition Assistance Program - Pet Insurance

• Take calls from pharmacies to assist patients in resolving post-visit issues. • Support the AMG provider network by calling in prescriptions and preparing sick slips on their behalf after receiving their approval. • Work with providers to resolve patient issues. • Manage the Code Blue escalation process to alert emergency services for patients at the direction of providers. • Efficiently process assigned cases and resolve patient and provider issues or requests. • De-escalate situations involving dissatisfied customers by offering assistance and support to both patients and providers. • Stay updated on workflow changes to deliver accurate and effective support. • Identify possible patient system abusers and report them to the appropriate team. • Escalate cases to the appropriate internal departments to ensure resolution for workflows outside the team’s scope. • Participate in ongoing training sessions to continuously improve knowledge and customer service skills. • Communicate with leaders regarding any system, operational, or personnel issues.

• Collaborate and partner with internal and external assigned account teams to develop a strategic and tactical plan to achieve desired sales, engagement and growth targets • Responsible for the sale of Amwell’s core products and clinical programs within key accounts. • Work with third party clinical program partners in the interest of your assigned accounts and support open enrollment and or benefit fairs both in person and remote. • Effectively support implementation and nurture accounts to ensure optimal performance and success of Clinical Partner Programs through or third-party partners • Understand business objectives and vision; share those objectives with the Amwell team • Deep understanding of Health Plans, benefit structures and how Amwell’s products and programs may be implemented and leveraged by the client • Ability to leverage data analysis to identify emerging trends, opportunities for success, and areas needing attention. • Provide input and suggestions to marketing teams based on client feedback • Lead presentations and on-site visits with assigned accounts • Maintain professional internal and external relationships with both the payer account team and the ASO employer benefit team that reflect the core values of Amwell • Develop specific plans on how to grow existing accounts, maintaining a best practice template and guiding each ASO employer toward it. • Demonstrate service excellence • 10-25% travel required

• Support stakeholders with the quoting and contracting process for direct and partner agreements offline or Salesforce CPQ, as appropriate. • Assist the Sales teams with deal crafting, strategies, and best practices to drive growth, deal velocity, and revenue. • Review basic contracts and terms to advise the field sales team on appropriate next steps and escalate as needed. • Proactively support the field sales team on opportunity management (creation, updating, closing). • Process closed contracts for all Business Units within Salesforce.com • Support internal lead to cash processes including (but not limited to) renewals, upsell and cross sell to prospects and existing clients. • Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth. • Troubleshoot and perform data audits to improve data integrity; investigate and resolve data discrepancies. • Participate in change management process. Drive communication efforts across relevant stakeholders and drive adoption. • Monitor and enforce system adoption, data compliance, and oversee governance. • Maintain and evangelize communication best practices for sales and sales support functions. • Own and deliver new process updates and projects, including ideation, requirement gathering, build, support, maintenance and success tracking. • Conduct ad hoc analysis as required.