Manager, Clearinghouse Delivery (Remote)

Company: Olive
Location: Portland
Posted on: May 10, 2022

Job Description:

Description

Olive's AI workforce is built to fix our broken healthcare system by addressing healthcare's most burdensome issues -- delivering hospitals and health systems increased revenue, reduced costs, and increased capacity. People feel lost in the system today and healthcare employees are essentially working in the dark due to outdated technology that creates a lack of shared knowledge and siloed data. Olive is designed to drive connections, shining a new light on the broken healthcare processes that stand between providers and patient care. She uses AI to reveal life-changing insights that make healthcare more efficient, affordable and effective. Olive's vision is to unleash a trillion dollars of hidden potential within healthcare by connecting its disconnected systems. Olive is improving healthcare operations today, so everyone can benefit from a healthier industry tomorrow.

Job Overview

The Manager of the Olive Clearinghouse support team is part of the clearinghouse operations team. This is a key role in the clearinghouse team and will focus on driving critical growth and development in our support function.

The ideal candidate will have experience building teams, defining and building support processes from the ground up, and operating in a fast-paced environment with high performing teams and colleagues.

Olive Clearinghouse operations is the center dedicated to ensuring that Olive keeps our customer revenue cycle intact. This support team is the main point of contact and interaction that Olive has with clearinghouse customers once they go-live.

Essential Duties And Responsibilities
Manage a support team to ensure proactive and timely resolution of issues, failures, and support enhancements
Ability to build a support team from the ground up, including defining processes and tools needed
Manage team priorities and work assignments
Develop processes to ensure service levels are met and maintained
Participate in hiring, developing, and managing training and onboarding, employee success, etc.
Manage team members to ensure they are delivering high quality experiences to our customers regularly providing performance feedback to drive continuous improvement.
Collaborate with members of the delivery, sales, customer executives, and engineering teams to ensure that we are meeting customer needs and delivering against the promises that were made to the customer
Work with peers and colleagues across departments to address obstacles and determine mutually beneficial process improvements.
Accountable for key business metrics such as customer satisfaction, turnaround times, responsiveness, and more.
Ensure all issues are resolved or escalated to the proper resources while maintaining communication with relevant internal teams and customers
Ensure support is coordinated, monitored, logged, tracked, and resolved
Escalate problems in accordance with defined procedures
Work with multiple internal stakeholders in a timely fashion to accept the transition of workflows from build engineering to long term support
Maintain strong working knowledge of released products and provide feedback to product and development teams to help improve our in house process automation tools

Requirements
7+ years of customer support experience
5+ years of experience managing/leading support employees
Experience with team member management, growth and development and employee HR duties
Strong written and verbal communication skills
Understanding of large scale software & system architecture
Strong attention to detail and logical problem solving skills, with a passion for quality
Able to communicate technical issues with technical & non-technical stakeholders
Able to recognize problems, gather facts, analyze information with strong deductive reasoning skills
Able to organize multiple tasks and prioritize them to meet specific deadlines, work under own initiative, and respond to peaks in demand
Able to work as part of a team with a strong commitment to a high quality customer experience and continuous improvement

Preferred Skills/Experience
Defined processes and support workflows.
Managed people in a remote environment
Experience with support tools and methodologies such as JIRA and ITIL
Healthcare IT and EHR knowledge
Experience managing teams that troubleshoot customer desktops.
Experience working in a high-growth, fast-paced environment
Bachelor's Degree

At Olive, we're committed to growing and empowering an inclusive community within our company and industry. This is why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives across our organization. Research shows that oftentimes women and other minority groups only apply to open roles if they meet 100% of the listed criteria. Olive encourages everyone - including women, people of color, individuals with disabilities and those in the LGBTQIA+ community - to apply for our available positions, even if they don't necessarily check every box on the job description.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned.

This job description does not constitute a contract of employment and Olive AI, Inc. may exercise its employment-at-will rights at any time.

Benefits

We take the health and happiness of our employees seriously and consistently evaluate new ways to provide an amazing place to work. From retirement planning, to a wellness program designed to actively incorporate mental and physical wellness into daily interactions amongst fellow Olivians, we make sure to take care of our own.
Health, Dental, and Vision insurance that starts on your first day at Olive with 100% of premiums covered for team members and 75% covered for dependents
Monthly Grid stipend to cover work related expenses
Unlimited PTO
Telemedicine
EAP/Mental health resources
Getaways by Marriott Bonvoy
Family-building and fertility support via Kindbody
12 weeks of parental leave
401(K) match
Wellness program
Stock Options

Keywords: Olive, Portland , Manager, Clearinghouse Delivery (Remote), Executive , Portland, Maine