• Responsible for the overall relationship with assigned PBM clients, including managing ongoing client touchbases, contract deliverables, tracking client inquiries and maintaining logs, resolving client escalations when they occur, and ensuring overall client satisfaction. • Maintain regular contact with clients, client representatives, and other internal members of the account team regarding ongoing pharmacy operations. • Serve as the initial point of contact for all day-to-day operational inquiries, either from clients directly or from internal team members on behalf of the client. Lead and facilitate all client meetings, including quarterly and annual business reviews. • Partner with the Implementation Team during new client implementations to ensure a seamless transition from implementation to client management post-launch. • Responsible for gathering all client requirements for the annual open enrollment process, including benefit changes and any customized requirements. • Participate in client webinars, training, and other forums designed to educate their employees on Righway’s PBM solution. Travel to client sites for Open Enrollment or Benefit Fairs may be required. • Identify trends within issues and work with the operations team and vendor partners to take appropriate preventative measures. • Work with operations and vendor partners to ensure all requirements and deliverables are met and sent to the client timely and accurately. Ability to track and identify issues and risks that are not being met per contractual obligations. • Participate in efforts to support standardization across accounts and work in multi-disciplinary teams to design and implement production and operational enhancements. • Provide ongoing support to Rightway partners which may include, but is not limited to, interpreting plan design, researching and resolving phone, written and electronic inquiries, and resolving claims, benefit and enrollment issues. • Maintain an understanding of industry trends and provide clients with insights and recommendations on how Rightway’s solutions work to address those trends.

• Serve as the primary post-sales point of contact for a variety of small business customers • Utilize in-depth product and industry knowledge to drive and increase the adoption and utilization of podium products • Help customers achieve maximum value from products and achieve business objectives • Responsible for identifying opportunities for upselling and cross-selling within existing accounts • Proactively engage with customers during the renewal process to secure renewals and drive customer retention. • Develop a deep understanding of each customer's business objectives and industry challenges. Regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize their usage • Act as the primary point of contact for customer inquiries, issues, and escalations. Proactively anticipate and address potential challenges to ensure a seamless customer experience. • Develop strong relationships with customers and become a trusted advisor. Act as a customer advocate within the company, relaying feedback to the product and engineering teams to drive continuous improvement.

Role Description Estamos em busca de um(a) Assistente de Pronto Atendimento, sendo a linha de frente do nosso relacionamento com clientes. Essa pessoa terá um papel essencial garantindo agilidade, clareza e qualidade no atendimento a corretores, imobiliárias e principalmente incorporadoras, através dos nossos canais de suporte. Aqui, o atendimento vai muito além de responder dúvidas: buscamos alguém que consiga entender o contexto do cliente, resolver problemas com autonomia e fortalecer a experiência com a Órulo em cada interação. - Realizar atendimentos via chat e e-mail garantindo agilidade e qualidade nas respostas; - Garantir o registro das solicitações no CRM de acompanhamento aos clientes; - Atender e apoiar incorporadoras, corretores e imobiliárias, entendendo suas dúvidas e necessidades; - Resolver demandas relacionadas à dúvidas sobre a plataforma, login, uso da ferramenta; - Direcionar e acompanhar solicitações com áreas internas quando necessário (Operações, Comercial, Financeiro etc.); - Garantir uma comunicação clara, empática e objetiva com os clientes; - Identificar padrões de dúvidas ou problemas recorrentes e sugerir melhorias de processo; - Apoiar na organização e priorização dos atendimentos conforme urgência e impacto; - Contribuir para a melhoria contínua da experiência dos usuários na Órulo. Qualifications - Experiência prévia com atendimento ao cliente, suporte ou Customer Success; - Excelente comunicação escrita (principalmente) e verbal; - Capacidade de lidar com múltiplos atendimentos simultaneamente; - Organização e senso de prioridade; - Agilidade no raciocínio e na resolução de problemas; - Proatividade e autonomia no dia a dia; - Facilidade para lidar com diferentes perfis de clientes. Requirements - Experiência com ferramentas de atendimento (ex: Digisac, Movidesk, Bitrix, etc.); - Vivência em empresas SaaS; - Conhecimento do mercado imobiliário (especialmente lançamentos); - Experiência prévia com incorporadoras, corretores ou canal de parcerias; - Conhecimento básico de métricas de atendimento (SLA, tempo de resposta, CSAT, etc.). Benefits - Vale Refeição; - Auxílio Home Office; - Oportunidade de crescimento e desenvolvimento; - Ambiente dinâmico, colaborativo e em constante evolução. Company Description A Órulo é o maior marketplace de lançamentos imobiliários do país. Conectamos incorporadoras a corretores e imobiliárias por meio do canal de parcerias, organizando e qualificando informações para facilitar a venda de imóveis novos. Nosso objetivo é tornar o mercado mais eficiente, transparente e escalável para todos os players.

As a Provider Success Manager at Regard, you will own the education process and provider relationship throughout the contract period for assigned client organizations. You will collaborate closely with the Customer Experience team and will be responsible for scheduling education, shadow, and debrief sessions; building relationships with individual clinicians; identifying and escalating barriers to adoption; and recommending opportunities to improve onboarding, clinician communication, and user feedback processes. In addition to client-facing responsibilities, this role actively contributes to improving how the Provider Success team operates by identifying inefficiencies, piloting new approaches, and owning or supporting internal process improvement initiatives that scale education quality and clinician adoption. This role will report to the Director of Provider Success and will work closely with members of the Customer Experience, Sales, Marketing, Product, and Engineering teams to ensure an outstanding experience with Regard. We are seeking candidates based in a major metropolitan area in the Pacific or Mountain Time Zones and within a one-hour drive of a major airport. Please note that this role requires 75% travel. About Regard Our mission is to bring world-class healthcare to everyone. Regard is an AI-powered Proactive Documentation platform that advances how care is delivered by reviewing all patient data in the EHR to recommend diagnoses and surface clinical evidence. Regard drafts a note even before the physician sees the patient, enabling an approach that gets documentation right at the point of care - we call it Proactive Documentation. This improves quality of care, reduces physician burden, and improves hospital finances. We are excited by challenges, mission-oriented work, and meaningful relationships. We work closely with some of the top health systems in the country and are leading the change that healthcare - one of the largest and most inefficient industries in the world - needs. We want you to join us. Responsibilities: - The primary responsibility of the Provider Success Manager is to plan, manage, and oversee the entire user education strategy for the client, including ensuring deadlines are met, adjusting education techniques based on need, monitoring trainer progress to ensure training assignments are completed, and reporting progress to client project team and leadership. - User Acceptance Testing (UAT) phase: Work with client leadership to identify ideal User Acceptance Testers who will first go live on the tool and provide feedback, schedule education/shadow and debrief sessions, complete and post daily recap of each session including observations, issues, feedback and support plan. Monitor utilization and prompt use as needed. Communicate status/resolution of feedback submitted. - Roll-out/Expansion Phase: Obtain names and schedules of all providers who will be using Regard. Schedule education, shadow, and debrief sessions. Complete and post daily recap of each session including observations, issues, feedback, and support plan. Monitor utilization and prompt use as needed. Communicate status/resolution of feedback submitted. Email product updates as they are released - Maintenance: Conduct on-site check-in or refresher sessions quarterly for clients with less than 80% adoption and twice per year for clients with greater than 80% adoption. Complete and post on-site recaps. Monitor utilization and prompt use as needed. Quarterly visits to each site, status/resolution of feedback submitted. Email product updates as they are released. - Operational Innovation: Identify and address gaps or inefficiencies in provider education, onboarding, and adoption workflows. Own or support internal process improvement initiatives that evolve the Provider Success operating model. Partner cross-functionally to test and refine training methods, tools, and feedback loops. Use adoption data and feedback to recommend improvements to training strategy and team processes. Minimum Qualifications: - 4+ years of experience in healthcare, software application end user education, or related field - Demonstrated operational proficiency with either Epic or Cerner EHR platforms - Experience working with physicians or in a hospital setting - Able to confidently interface with physicians - Experience contributing to or leading process improvement initiatives in a fast-growing or evolving organization - Must be within an hour driving distance from a major airport in the Pacific or Mountain Time Zones and able to travel 75% of the time Preferred Qualifications: - Familiarity with adult learners, in-person and virtual training - Experience as an EHR (Epic or Cerner) Principal or Credentialed Trainer - Exceptional organizational skills and project management experience Perks & Benefits - 99% employer paid health benefits (Medical, Dental, and Vision) + One Medical subscription - 18 PTO days/yr + 1 week holiday break - Annual $750 learning & development stipend - Company-sponsored team retreat + social events - A sabbatical program Our goal at Regard is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. Regard is proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws. We celebrate diversity and are proud of our supportive, inclusive workplace. All candidates must successfully complete a background check as part of the hiring process.