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Product Manager

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Senior Director of Product, Provider Experience

Vice President

• Lead regional operations across multiple markets, Managers, Supervisors, and frontline + Global staff
• Own regional KPI performance, including TAT, OTD, quality, productivity, and standardization
• Ensure adherence to standardized workflows and compliance requirements across all sites
• Partner with Workforce Management (WFM) to forecast labor needs and ensure appropriate staffing
• Interpret regional KPI trends and create action plans to improve performance
• Lead regional continuous improvement initiatives and support transformation pilots
• Respond to operational escalations routed through Account Management
• Partner cross-functionally with Network Operations Center (NOC), Training, Implementation, and Product teams
• Coach and develop Managers and emerging leaders within the region
• Drive adoption of digital and global workflows across operational teams
• Design and evolve the service delivery operating model to support business growth and client expectations
• Lead large-scale delivery transformations, including standardization, automation and technology enablement
• Ensure delivery capabilities scale without linear increases in cost or headcount
• Partner closely with Account Management, Go-To-Market, Product and Compliance
• Review, assess and provide resolution to all negative and neutral customer services surveys.
• Analyze monthly regional budgeting and accounting reports to include Cognos to maintain adherence to annual budget and expenditure controls with emphasis on sales, compensation and site performance.
• Analyze reports to ensure appropriate monitoring of financial performance and quality and explain any variances in financial data.
• Oversee employee management to include, hiring, training, motivating, coaching, developing, disciplining, and terminating of associates within the reporting structure.

Vice President – Service Delivery

Manager

• Stabilize execution across multiple sites or portfolios, resolving cross-site bottlenecks and operational risks
• Serve as the senior point of escalation for complex operational issues (non-customer-facing)
• Monitor KPIs and drive corrective action where trends indicate risk
• Coach and mentor Service Delivery Managers to strengthen leadership capability
• Partner with Managers and Supervisors to address performance issues and development needs
• Reinforce standardized workflows and reduce operational drift
• Support audit readiness and compliance with HIPAA, DMPO, UAD, and internal standards
• Identify multi-site quality trends and deploy targeted improvement actions
• Ensure operational readiness for new tools, workflows, and training models
• Execute and support cross-site continuous improvement initiatives

Senior Service Delivery Manager

Customer Support

• Answer and conduct business on the telephone while maintaining excellent Customer Service.
• Answering release of information related telephone calls and inquiries accurately and timely.
• Review, research, resolve and respond to inquiries that are received via telephone, email or written correspondence.
• Document all calls, inquiries and resolution in detail in appropriate areas of our software systems.
• Follow all department and/or site specific processes and procedures accordingly.
• Meet and maintain the department’s productivity and quality assurance expectations.
• Responsible for following all company policies and procedures as posted or communicated by management.
• Maintain confidentiality by keeping all information seen and heard within the boundaries of the role in the strictest confidence.
• Maintain open lines of communication with other employees and members of management in regards to any problems, complaints, incidents, etc. immediately.
• Perform work in accordance with the training and direction provided and adheres to facility specific procedures.
• Attend mandatory employee in-service meetings and/or training sessions, if so directed.
• Maintain an acceptable attendance record and reports to work as scheduled.
• Perform other duties as assigned.

Senior Director of Product, Provider Experience

Vice President – Service Delivery

Senior Service Delivery Manager

CPC Processor – Customer Support