ORS Partners

Payer Service Management Lead

Job Locations US-PA-Philadelphia
# of Openings
Customer Service / Call Center


JOB SUMMARY: The Payer Service Management Lead is responsible for overseeing all service interactions for healthcare payers from inception through implementation and post go live support.  The Payer Service Management Lead shall ensure customer success through strategic engagement with key payer stakeholders to effectively utilize InstaMed’s solutions and collaborate on changes to InstaMed’s solutions. 


Essential Functions:

  • End-to-end accountability for all InstaMed Payer Customer Service interactions
  • Manage service escalations
  • Address negative service and utilization trends
  • Create contacts with Payers to gather requirements for Charters and SOW options, managing with appropriate internal departments, to ensure Customer Success
  • Control Issue Management, Change Management and Scope Management with Customer
  • Defects and enhancements prioritization and positioning
  • Utilization of new InstaMed features and solutions, release communications and coordination
  • Facilitate regular client facing meetings, SLAs oversight and reporting
  • Resolve conflicts and develop solutions with Payers for all customer ‘issues’ that arise before, during and after Implementation
  • Maintain close communication contact with JPM Bankers updating temperature and any issues / solutions with Payer – regularly reporting and meeting to discuss progress


  • Bachelor’s Degree or higher
  • Extensive healthcare technology and healthcare workflow experience
  • InstaMed product knowledge
  • Understanding of Customer Success philosophy
  • Extensive customer relationship experience interacting with customer executives
  • Ability to facilitate business requirements gathering with customer stakeholders
  • Ability to support Solution Engineering’s solution analysis and recommendations
  • Ability to verify that deliverables meet documented requirements through testing



InstaMed, a J.P. Morgan company, powers a better healthcare payments experience on one platform that connects consumers, providers and payers for every healthcare payment transaction. InstaMed’s patented, private cloud-based technology securely transforms healthcare payments by driving electronic transactions, processing payments and moving healthcare data seamlessly, and improving consumer satisfaction. Consumers, providers and payers benefit from InstaMed’s exclusive focus on healthcare, integration into any healthcare IT system, robust analytics and proven scale.



At InstaMed, we invest in our people because people are among our most important assets. We currently have open positions for individuals with sales, marketing, customer relationship and technical skills. We offer an exciting and rewarding work environment for people who want to grow their professional skills and gain experience in a high-technology career in the healthcare industry.



We are committed to providing a comprehensive set of benefits choices to meet different employee needs and lifestyles.  Employees can take an active role in designing a personal strategy to help meet their short-term and long-term “health care and insurance” and “retirement savings” objectives.  Benefit plans include medical, dental, vision, spending accounts, short & long term disability, basic life insurance, employee and dependent supplemental life insurance, business travel accident insurance, group personal excess liability insurance, group legal services, and 401(k) savings.


In addition to health & welfare benefits, a variety of employee programs are offered to eligible employees including paid sick, personal and vacation time away, parental leave, back-up child care services, discounts on banking services, electronics, arts and entertainment, fitness programs, travel and more.



Compensation plays a critical role in our ability to attract, retain and motivate our workforce.  Our compensation framework is designed to align the long-term interests of our employees with those of our shareholders by generating sustained value and reinforcing personal accountability.


InstaMed is an Equal Opportunity Employer.


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