Service Delivery Associate

About Our Client

The organization provides teletherapy solutions for children with diverse needs by connecting specialists such as speech-language pathologists, school psychologists, occupational therapists, and mental health professionals to K-12 school districts nationwide. It operates a growing network of over 2,000 clinicians and has delivered more than 8 million teletherapy sessions, aiming to ensure every child has access to the support they require. The organization operates as a remote-first company while valuing in-person connections to support team collaboration and partnerships.

About the Opportunity

The Service Delivery Associate is responsible for coordinating operational service delivery for a portfolio of low-complexity school districts. This role acts as the primary operational contact for assigned accounts, managing referrals from intake through service initiation, coordinating provider readiness, and maintaining communication with customers. The position contributes to efficient service delivery by proactively resolving operational issues and escalating when necessary.

Responsibilities

• Own end-to-end operational coordination and health of a portfolio of low-complexity districts
• Serve as primary operational contact for districts, providers, and internal partners
• Capture referral progression from intake to service readiness
• Maintain proactive communication with district partners regarding referrals and scheduling
• Identify and escalate operational risks and complex issues
• Capture provider engagement, referral acceptance, scheduling, and readiness
• Monitor referral pipeline and address stalled or delayed referrals
• Collaborate with Staffing, Recruiting, and Service Delivery Specialists for provider alignment
• Maintain accurate referral documentation and operational data
• Ensure referrals meet service level expectations
• Monitor account health, referral progression, and operational performance
• Resolve routine operational issues and recommend workflow improvements
• Maintain operational standards, data integrity, and process consistency
• Partner with cross-functional teams to ensure efficient referral movement
• Share operational updates and feedback with stakeholders
• Support onboarding and service implementation activities
• Contribute to continuous improvement initiatives

Requirements

• Minimum 1 year of experience in operations, customer success, account coordination, project coordination, service delivery, or related field
• Ability to manage multiple priorities while meeting service level expectations
• Strong organizational, communication, and problem-solving skills
• Ability to build productive relationships with internal and external stakeholders
• Proficiency with operational systems, spreadsheets, CRMs, and reporting tools
• Ability to identify issues, prioritize work, and escalate operational risks appropriately
• PREFERRED: experience in K-12 education, healthcare, staffing, or service organizations
• PREFERRED: familiarity with referral management, scheduling, provider coordination, or customer operations
• PREFERRED: experience working in remote, cross-functional teams and supporting multiple customer accounts