Intake Authorization Lead

About the rolePlenful is seeking a hands-on, technical, and customer-obsessed leader to own the success of our Intake Authorization Suite implementations. In this role, you’ll sit at the intersection of technology, healthcare operations, and customer experience, driving outcomes for a fast-growing and strategically critical product line.You’ll serve as both a technical subject matter expert and a player-coach, leading complex implementations, shaping scalable onboarding frameworks, and building a high-performing Technical Customer Success team. This is a highly visible role with direct impact on customer value, retention, and product evolution - ideal for someone who thrives in fast-paced, high-ownership environments and loves solving complex technical problems in healthcare.What you’ll doOwn implementation outcomes and long-term success for use cases in our Intake Authorization Suite, serving as the subject matter expert to guide early alignment, efficient and robust implementations, and scalable support mechanisms for a critical and growing segment of our businessServe as a player-coach on our Technical Customer Success team, balancing hands-on technical leadership with building a high-performing team that can manage Intake Authorization implementations day-to-dayDrive time-to-value for our Intake Authorization customers by designing efficient, repeatable implementation templates and playbooks, and continuously refining onboarding workflowsCollaborate deeply with cross-functional teams, including Account Management, Sales, Product, and Engineering to gather requirements, configure solutions, and ensure ongoing value delivery.Lead technical problem solving—from SQL queries and Python scripts to API/FHIR integrations—directly unblocking implementations when needed.Build tight feedback loops with Product and Engineering, ensuring customer insights shape roadmap priorities and product enhancements.Own KPI outcomes for Intake Authorization implementations including time to value, customer satisfaction, and resolution times, and ensure the team is tracking and exceeding targets.What we’re looking forExperience5+ years of in Solutions Engineering, Implementation, Technical Account Management, or a related fieldAbility to explain complex technical problems in concise communicationExperience in the healthcare industry and preferably within the patient intake, benefits verification, and prior authorization spaceMentored and guided team members in effective implementation and problem-solving. Successfully served as a senior escalation point for complex technical issues, resolving critical roadblocks.Technical skillsProficient in SQLExperience in working with APIs and/or FHIR integrations (JSON, HL7, XML, etc.)Familiarity with code (Python, YAML, etc.)Additional skillsExcellent verbal and written communication skillsStrong problem-solving skills, ability to articulate unstructured problems effectively and with a customer-focused approach to addressing client needs and resolving issuesAbility to serve as a senior technical point of escalation, representing Plenful externally on technical matters and ensuring clear, credible communication with customers during escalations or complex implementationsAbility to work collaboratively across functions, including Sales and Account Management, to ensure a seamless customer experienceHighly organized, able to manage multiple accounts, and prioritize tasks independently.MiscellaneousA genuine interest in healthcare and making the industry more efficientExcitement to see and learn the company-building process firsthand alongside dedicated, hardworking, fun-loving team membersA bias toward action and enjoyment working in a dynamic, fast-moving environmentPlenful perksComprehensive Benefits Package: Enjoy unlimited PTO, fully covered health insurance (medical, dental, and vision), meal stipend, health & wellness stipend, 401(k) matching, and stock optionsMission-Driven, World-Class Team: Join an exceptional group of professionals aligned around a meaningful mission and committed to making an impactOpportunities for Growth: Strengthen your partnership expertise through collaboration with experienced, high-performing leaders across the organization

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