The Director will lead customer support for Claim Source, ensuring issue resolution, optimizing processes through automation, and managing a team to enhance product effectiveness.
Job Description
As the Director, Customer and Product Operations Support of Claim Source, you will report to Experian Health, oversee advanced technical support, client satisfaction, and process optimization for Experian's Claims Source product.
You will ensure resolution of client issues, guide efficiency through automation and AI enabled enhancements. You will lead a team of specialists dedicated to delivering high-quality support, and partner with clients, our teams, and partners to promote product effectiveness.
- Ensure resolution of Claim Source issues
- 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
Qualifications
- 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's experience with ICD-10, CPT-4, 837 formats, UB04/1500/ADA claim forms
Top Skills
Salesforce
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