Senior Specialist, Partnership Success

Who we are  

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.

We are looking for teammates to join us in building our company, culture, and Member experience who:  

• Put people first, and make decisions with the Member’s best interests in mind 
• Are active learners, constantly looking to improve and grow 
• Are driven by our mission to measurably improve health and care each day 
• Bring the energy needed to transform health and care, and move and adapt rapidly 
• Are laser focused on delivering results for Members, and proactively problem solving to get there 

About this role 

The Senior Specialist, Partnership Success is responsible for supporting 2nd.MD's EMO Health Plan partnerships alongside the Director, Client and Partnership Success. This role serves as the right-hand to the Director, providing comprehensive support across all partnership activities while maintaining direct relationships with select clients. The Sr. Specialist will be a primary point of contact for several Health Plan partners, ensuring services are delivered with excellence while coordinating with internal cross-functional teams to optimize partnership performance and outcomes. 

What you’ll do  

Partnership Management & Support 

• Serve as primary support to the Director, Client and Partnership Success in managing EMO Health Plan partnerships Build and maintain day-to-day relationships with Health Plan stakeholders to proactively manage service delivery expectations Attend partnership meetings, develop comprehensive meeting notes, and ensure timely follow-up on all action items Support meeting preparation including logistics coordination, agenda development, and cross-functional facilitation Collaborate with Director to ensure efficient partnership management across all touchpoints 

Reporting & Analytics 

• Manage PG and SLA report preparation, quality assurance, and timely delivery Own quarterly partnership reports, identifying trends, opportunities, and value creation metrics Pull data and prepare presentation materials for Quarterly and Annual Business Reviews Gather requirements and deliver customer reports (monthly, quarterly, ad hoc) with actionable insights and recommendations Serve as subject matter expert on data and reporting tools, effectively navigating internal systems (e.g., QlikSense and GABI) 

Cross-Functional Collaboration 

• Partner with internal teams to represent the voice of the health plan within 2nd.MD Coordinate with Product, Analytics, Operations, Member Engagement, Clinical, and Engagement teams to drive partnership initiatives Work closely with Customer Support team to manage and resolve customer/member escalations Act as internal point of contact for operational issues impacting service delivery, following through to resolution 

Process & Quality Management 

• Document and standardize Client Success processes across all partnerships Identify gaps in current processes and support action planning for improvements Function as subject matter expert on partnership processes for onboarding, training, and process redesign Maintain internal systems, such as Salesforce and GABI, with pertinent partnership details such as key contacts, referral partners, eco-system partners, etc. 

Strategic Support 

• Assist in the execution of Customer Strategic Plans and Annual Strategic Account Plans Partner with teams to ensure delivery on partnership-specific requirements