Medallion

Director

• Oversee and manage day-to-day operational tasks, ensuring alignment with organizational objectives.
• Develop, implement, and enforce operational policies and procedures.
• Provide Credentialing team with the tools and training needed for professional growth and success.
• Collaborate across departments to optimize workflows and ensure seamless operations.
• Resolve day-to-day questions and blockers for your team and escalate priority issues when needed.
• Develop measurable goals and performance metrics to evaluate team and operational success.
• Continuously evaluate resource utilization and suggest improvements for better outcomes.
• Supervise and coordinate activities with offshore teams.
• Identify opportunities for process enhancements and drive efficiency improvements.
• Focused on delivering a successful outcome for our clients and able to adapt workflows to accommodate client requests.
• Establish and uphold quality control measures to ensure exceptional service delivery.
• Collaborate with leadership to align operational initiatives with broader strategic goals.
• Take on additional responsibilities as needed to support the organization’s growth.
• Other duties as assigned

Director, Credentialing

Product Operations

• Own instrumentation, process design, internal tooling, and delivery of automation (in partnership with EPD) to improve throughput, quality, and predictability
• Define and operationalize KPIs/SLOs/SLAs; build and maintain performance dashboards; establish alerting and weekly health reviews for core workflows
• Ensure critical-path workflows are instrumented, measured, and surfaced with necessary insights
• Translate processes into automation specifications; perform vendor evaluations and prototype internal automations; measure ROI and operational impact
• Partner with Analytics, Ops, and Finance on capacity, forecasting inputs, and scenario planning for volume spikes
• Partner with Product Managers to roll out new features, collect feedback, and run experiments
• Use existing tools and ad hoc scripting to address gaps and bottlenecks and quantify the production delivery journey

Product Operations Manager

• Develop and manage Payer Enrollment leaders at various levels of professional tenure
• Mentor direct reports via 1:1s and reviews to grow their skills
• Support measuring and planning for the team’s performance, capacity, and growth targets
• Implement new and optimize existing tools, processes, systems, and products to streamline Payor Enrollment work and increase efficiency/accuracy (standardized playbooks, communication templates, training materials, resource guides, automation features, advanced tooling)
• Work with internal and external stakeholders to resolve complex provider enrollment issues
• Own, measure, and provide insights on renewal forecasts, customer health, customer surveys, and product usage
• Serve as primary point of contact for customer-facing issues related to overall performance and quality; resolve escalations
• Manage and improve systems that support the team’s processes (Medallion proprietary systems, Front, GSheets, Salesforce)
• Design and conduct training regarding provider enrollment processes and process improvement initiatives
• Continuously learn industry best practices and introduce ideas to drive efficiency, growth, and customer outcomes
• Direct ownership over Medallion’s Payer Enrollment function to drive operational excellence and cost efficiency
• Report directly to the Senior Director of Operations

Director, Payer Enrollment

Customer Support

• Provide world-class customer support by resolving complex customer issues
• Handle customer inquiries by investigating and resolving complex issues in a timely and efficient manner while maintaining high customer satisfaction
• Collaborate with cross-functional teams, including Customer Success, product development, and operations, to effectively address customer needs and provide timely solutions
• Maintain a thorough understanding of products, services, and company policies to provide accurate and up-to-date information to customers
• Gather customer feedback to help identify trends and patterns and provide insights and recommendations to improve the overall customer experience
• Report to the Customer Support Lead

Customer Support Specialist

Project Manager

• Own and drive the Implementation phase of the customer journey, setting a strong foundation for long term success with Medallion
• Manage several projects in parallel, including top priority enterprise accounts and spanning Medallion's complete suite of services and products
• Serve as the main point of contact for customers and project manage the end-to-end implementation process
• Partner with GTM, Product, and Engineering teams and advocate for customer needs internally
• Build systems and tools to make implementation processes more efficient as the business grows
• Build project plans with clear milestones, due dates and hold customers and internal partners accountable
• Identify blockers that could delay implementations and coordinate resolution with internal/external teams
• Support customers with data model and import requirements and manage integrations/APIs/system setup
• Ensure customers are set up to achieve their first value with Medallion and create tight feedback loops
• Proactively identify gaps in current implementation processes and drive development of scalable processes and resources
• Foster a culture of collaboration, accountability, and excellence within the team; report to Senior Director of Operations

Director, Credentialing

Product Operations Manager

Director, Payer Enrollment

Customer Support Specialist

Implementation Project Manager