Director, Customer and Product Operations Support
Job Description:
• Report to Experian Health, oversee advanced technical support, client satisfaction, and process optimization for Experian's Claims Source product
• Ensure resolution of client issues
• Guide efficiency through automation and AI enabled enhancements
• Lead a team of specialists dedicated to delivering high-quality support
• Partner with clients, our teams, and partners to promote product effectiveness
• Use Salesforce to support customer satisfaction and resolve system and payer-related issues
• Review, evaluate, and interpret payer notifications
• Guide customer optimization processes and edit reviews
• Identify customer needs and align them with Experian product capabilities
• Communicate complex solutions to clients and our teams
• Participate in client calls and provide status updates
• Recommend enhancements to improve automation, efficiency, and product scalability, including AI and Copilot
• Monitor accuracy and completeness of all assigned jobs
• Provide technical support including testing, troubleshooting, and implementing changes
• Collaborate with internal and external teams on process requirements
• Track change requests and oversee high-severity incidents
• Support solutions during internal Health or claims issues
• Maintain project plans and schedules
• Participate in pre-sales and CBR activities
• Build relationships with clients and internal partners
• Mentor team members
• Ensure accuracy and completeness of all team deliverables
Requirements:
• 5+ years' experience
• Healthcare Revenue Cycle experience
• Bachelor's degree or equivalent experience
• 2+ years' experience with people management is beneficial
• 3+ years' experience with hands-on hospital and physician billing
• 2+ years' experience with Salesforce is beneficial
• 2+ years' experience with project management
• 3+ years' experience with ICD-10, CPT-4, 837 formats, UB04/1500/ADA claim forms
Benefits:
• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
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• Report to Experian Health, oversee advanced technical support, client satisfaction, and process optimization for Experian's Claims Source product
• Ensure resolution of client issues
• Guide efficiency through automation and AI enabled enhancements
• Lead a team of specialists dedicated to delivering high-quality support
• Partner with clients, our teams, and partners to promote product effectiveness
• Use Salesforce to support customer satisfaction and resolve system and payer-related issues
• Review, evaluate, and interpret payer notifications
• Guide customer optimization processes and edit reviews
• Identify customer needs and align them with Experian product capabilities
• Communicate complex solutions to clients and our teams
• Participate in client calls and provide status updates
• Recommend enhancements to improve automation, efficiency, and product scalability, including AI and Copilot
• Monitor accuracy and completeness of all assigned jobs
• Provide technical support including testing, troubleshooting, and implementing changes
• Collaborate with internal and external teams on process requirements
• Track change requests and oversee high-severity incidents
• Support solutions during internal Health or claims issues
• Maintain project plans and schedules
• Participate in pre-sales and CBR activities
• Build relationships with clients and internal partners
• Mentor team members
• Ensure accuracy and completeness of all team deliverables
Requirements:
• 5+ years' experience
• Healthcare Revenue Cycle experience
• Bachelor's degree or equivalent experience
• 2+ years' experience with people management is beneficial
• 3+ years' experience with hands-on hospital and physician billing
• 2+ years' experience with Salesforce is beneficial
• 2+ years' experience with project management
• 3+ years' experience with ICD-10, CPT-4, 837 formats, UB04/1500/ADA claim forms
Benefits:
• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
Apply tot his job
Apply To this Job