Manager, Clearinghouse Delivery (Remote)
Posted on: May 10, 2022
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outdated technology that creates a lack of shared knowledge and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.
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
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
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
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
Ensure support is coordinated, monitored, logged, tracked, and
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
Maintain strong working knowledge of released products and provide
feedback to product and development teams to help improve our in
house process automation tools
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
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
Able to work as part of a team with a strong commitment to a high
quality customer experience and continuous improvement
Defined processes and support workflows.
Managed people in a remote environment
Experience with support tools and methodologies such as JIRA and
Healthcare IT and EHR knowledge
Experience managing teams that troubleshoot customer desktops.
Experience working in a high-growth, fast-paced environment
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.
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
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
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
EAP/Mental health resources
Getaways by Marriott Bonvoy
Family-building and fertility support via Kindbody
12 weeks of parental leave
Keywords: Olive, Portland , Manager, Clearinghouse Delivery (Remote), Executive , Portland, Maine
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