Job Description

Impact you will make The Manager, Solutions Management is accountable and responsible for the management, oversight, and performance of the Solutions Management team. The Solutions Management team provides product expertise and is a key player in supporting clients during all stages of product post-implementation. They are focused on ensuring customer satisfaction by completing defined client and product support tasks, quickly and correctly, resolving or triaging cases, and interacting with customers via verbal and written communication in a professional manner. What You Will Do Provide leadership and direction for Solutions Management team with strong focus on providing excellent customer service Collaborate and drive consistent best practices across Solutions Management functions and teams to drive consistency within the customer experience Daily/weekly backlog and workload management, ensuring oversight and assistance of case management and backlog Be responsible for staffing and coordinating necessary skill mix and workload balance activities for managing employee performance Meet routinely with team and direct reporting staff to discuss progress and offer assistance in support of client satisfaction Provide feedback, training and guidance to direct reporting staff Assign and review work assignments Oversee management of more difficult clients to promote success and improve client satisfaction Establish performance standards for the quality of work direct reporting staff are expected to achieve Review team metrics weekly to ensure efficient operations and areas of opportunity Interview candidates and make hiring recommendations Orient new reporting staff regarding company or department policies/procedures and what is expected of them in the way of performance results and standards; review their position specific responsibilities with them Create internal and external documentation/communication as appropriate Communicate with client sponsor and senior level management as appropriate Serve as escalation point What You Will Bring 2+ years’ experience in healthcare industry 2+ year’s management experience 2+ year’s business process management or Lean methodologies Supply, Coding or Clinical background Ability to communicate with others, including customers, in a clear, understandable and professional manner on the phone, via email and in person; and the demonstrated use of good written (i.e. good grammar/spelling) and verbal communication skills Complex problem solving and critical thinking skills Experience within the management of people and resources Proven knowledge and experience in customer support including managing multiple or complex client accounts Demonstrated ability to work in a team environment that requires quick turnaround and quality output Self-direction Proficiency in time management Solid knowledge of all MS Office Products What We Would Like To See Bachelor’s Degree in a related field Comprehensive understanding of hospital revenue cycle Salesforce experience About FinThrive FinThrive is advancing the healthcare economy. For the most recent information on FinThrive’s vision for healthcare revenue management visit finthrive.com/why-finthrive. Award-winning Culture of Customer-centricity and Reliability At FinThrive we’re proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture. Our Perks And Benefits FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits. FinThrive’s Core Values and Expectations Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive’s core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities Support FinThrive’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA and other laws applicable to FinThrive’s business practices; this includes becoming familiar with FinThrive’s Code of Ethics, attending training as required, notifying management or FinThrive’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations Physical Demands The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Statement of EEO FinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We’re committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process. 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