First Stop Health

• Lead back-end architecture and development for a modern healthcare platform using NestJS and TypeScript • Partner with Product and Design to translate business requirements into scalable technical solutions • Make thoughtful architecture and system design decisions for a greenfield product environment • Contribute hands-on across the stack, including React and React Native applications as needed • Drive engineering best practices around code quality, testing, documentation, observability, and performance • Conduct code reviews, mentor engineers and contractors, and provide technical guidance across the team • Help identify and resolve technical blockers while improving team delivery velocity and collaboration • Support and maintain portions of our legacy Django/Postgres platform as needed • Collaborate closely with Product Managers, Designers, QA, and Engineering leadership to deliver high-quality features • Act as a technical anchor for the team, helping prioritize work and align technical decisions with business goals • Partner with offshore and contractor teams to support delivery and maintain engineering standards • Contribute to process improvements across SDLC, AIDLC, release management, and engineering operations

• Serve as the first point of contact for members, clients, providers, pharmacies, and clinicians, delivering comprehensive customer support—including technical assistance—with empathy and efficiency • Proactively manage and maintain all assigned work queues, including internal cases, emails, faxes, voicemails, and follow-up actions, ensuring timely resolution • Independently prioritize and execute tasks in a fast-paced, deadline-driven remote environment • Demonstrate advanced proficiency in Microsoft Office, Salesforce Service Cloud, and other relevant platforms to support daily operations • Adhere strictly to all applicable state and federal regulations regarding the handling of personal health information (PHI) • Investigate and resolve service-related issues using helpdesk platforms, with a preference for Salesforce Service Cloud • Collaborate cross-functionally with internal teams to ensure accurate and timely resolution of customer concerns • Document all customer interactions thoroughly and contribute to continuous improvement by escalating unresolved issues, missed opportunities, or process gaps to leadership • Maintain a high standard of responsiveness and professionalism across all communication channels, including verbal, written, and digital platforms such as Microsoft Teams, Outlook, and Service Cloud

• Research designated market and identify key decision makers at relevant employee benefit firms • Organize, implement and manage creative and innovative lead generation campaigns with both inbound and outbound communications • Network and engage via cold call, email, LinkedIn, marketing emails to contacts with the objective of scheduling meetings • Work toward quota of outreach, meeting, and pipeline KPIS, including virtual and in-person meetings when appropriate • Work toward quota of closed won business through strategic pitching and closing directly to benefits brokers and client contacts (HR/CFO) • Stay informed on related industry trends, news stories and the competitive landscape • Maintain and improve processes by following standards, policies and procedures, as well as recommending new approaches

• Drive utilization of telehealth services and client ROI and retention • Design, implement and scale multi-channel strategy to engage members • Manage a small department central to company growth • Develop data-driven CRM strategies focused on customer segmentation and engagement optimization • Translate behavioral science principles into scalable communication strategies • Identify engagement barriers and develop proactive strategies • Lead initiatives to improve foundational CRM performance metrics • Own and execute strategies to improve customer reachability across multiple channels • Pair with Analytics & Data teams to define key data signals • Collaborate with Clinical/Medical stakeholders to incorporate trust-building elements in strategies • Develop multi-channel engagement programs and customer journeys aligned to cohorts

• Assess, diagnose, and generate treatment plans to deliver mental health treatment • Ensure outcome collection and analysis • Prioritize whole-person care by collaborating with cross-disciplinary teams • Maintain and improve processes by following standards, policies and procedures, and recommending new approaches • Stay informed on mental health related research, news stories and the competitive landscape

• Define and own the product vision, strategy, and roadmap for Client Support and Revenue-enablement capabilities • Treat internal tools and workflows as first-class products, with defined success metrics and continuous iteration • Partner deeply with Client Success and Client Operations leadership to understand pain points and future-state needs • Serve as subject matter expert for Salesforce, with depth in Service Cloud and strong working knowledge of Sales Cloud • Own integration strategy between Salesforce and the First Stop Health platform, ensuring data integrity and clear system-of-record governance • Define and manage integration requirements supporting client contracting, service activation, and help desk workflows • Own the Client Manager experience as a two-sided product supporting internal teams and client-facing workflows • Productize client reporting into scalable, standardized delivery models that reduce operational burden • Improve census file intake processes to reduce manual effort and error rates • Lead discovery efforts to translate operational needs into clear product requirements

• Research designated market and identify key decision makers at relevant employee benefit firms • Organize, implement and manage creative and innovative lead generation campaigns with both inbound and outbound communications • Network and engage via cold call, email, LinkedIn, marketing emails to contacts with the objective of scheduling meetings • Work toward quota of outreach, meeting, and pipeline KPIS, including virtual and in-person meetings when appropriate • Work toward quota of closed won business through strategic pitching and closing directly to benefits brokers and client contacts (HR/CFO) • Stay informed on related industry trends, news stories and the competitive landscape • Maintain and improve processes by following standards, policies and procedures, as well as recommending new approaches

• own the architecture and optimization of our enterprise software ecosystem • design and govern the DevOps lifecycle for business applications • prioritize the development backlog by balancing urgent changes with long-term strategic projects • drive scalability by building repeatable deployment patterns • develop and execute a long-term roadmap for business applications • lead end-to-end project lifecycles • manage relationships with third-party vendors and consultants • perform complex system configurations • audit and refine system permissions, validation rules, and data structures • lead and mentor a small team of analysts/admins

• Design, develop, and maintain advanced dashboards and reports, including embedded analytics within SharePoint and web-based applications • Build and optimize semantic models to support scalable, high-performing analytics • Administer the Power BI environment, including workspace management, dataset refreshes, deployment pipelines, security (RLS), and capacity monitoring • Leverage AI capabilities such as Power BI Copilot to accelerate report development, modeling, documentation, and insight generation • Apply data visualization, UX, and accessibility best practices to deliver intuitive, business-ready analytics experiences. • Design, develop, and maintain Snowflake data models and views optimized for BI and self-service analytics • Write, optimize, and maintain complex SQL for data transformation, performance tuning, and analytics workloads • Utilize Snowflake Intelligence, Cortex, or related AI/ML features to support advanced analytics, data exploration, and automation use cases • Implement automation for data pipelines, quality checks, and reporting workflows using AI-driven or programmatic methods where appropriate • Partner with upstream data engineering and source system teams to support reliable, governed data integration • Serve as a hands-on contributor within the Business Intelligence Analytics, helping define standards, best practices, and reference architecture for analytics and AI-enabled BI • Support data governance, compliance, security, and data quality standards across Power BI and Snowflake environments • Identify and evaluate opportunities to apply AI, automation, and emerging analytics capabilities to improve efficiency and insight delivery • Provide guidance and mentorship to analysts and business users on modeling, visualization, automation, and self-service analytics • Collaborate closely with business stakeholders to translate requirements into scalable, AI-enabled analytics solutions • Communicate insights and technical concepts clearly to non-technical audiences using data storytelling and visualization • Support strategic planning by aligning analytics and automation initiatives with business priorities.

• Lead the customer support team in delivering exceptional service within a virtual healthcare environment • Ensure high-quality, timely support for patients, members, employer clients, and partners while maintaining compliance with healthcare regulations (e.g., HIPAA) • Drive operational excellence, team performance, and continuous improvement to support a seamless virtual care experience • Hire, train, and coach customer support representatives in a healthcare-focused environment • Oversee daily support operations across phone, chat, email, and digital platforms • Manage escalations related to care access, referrals, billing questions, and service concerns