Manager, Product Support

About FinThrive

FinThrive is advancing the healthcare economy.

For the most recent information on FinThrive’s vision for healthcare revenue management visit finthrive.com/why-finthrive.

Award-winning Culture of Customer-centricity and Reliability

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About The Role

Impact you will make

The Product Support Manager will lead our product support team of remote domestic and global colleagues in a fast-paced, and often changing environment. The team handles support cases from customers and internal proactive monitoring cases. The Manager will establish team objectives, ensure support operations meet performance and customer satisfaction metrics, and analyze team metrics to identify opportunities to improve automation, efficiency, and reduce customer effort.

What You Will Do

• Manage the workload and administrative tasks for an evolving team with multiple focuses while creating an environment of continuous improvement regarding process, technology, and customer satisfaction
• Manage the team’s backlog to optimize throughput and to accurately predict turnaround time for open issues
• Identify impediments for the team and determine the best elimination plan
• Collaborate with other leaders to ensure teams are working together to delight our customers
• Manage capacity and staffing to include recruitment, supervision, scheduling, development, evaluation, and performance management
• Drive consistency in process
• Present project outcomes for upper management
• Mentor colleagues and engrain best practices into company culture
  
  

What You Will Bring

• Bachelor’s Degree in a related field
• 1+ years leadership experience in a similar role
• Healthcare revenue cycle knowledge
• Proven experience managing a team within a remote setting
• Travel required: Minimal (a couple of times a year)
  
  

What We Would Like To See

• Product support or development experience
• Revenue cycle experience
• SQL knowledge
  
  

FinThrive’s Core Values and Expectations

• Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive’s core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
• Support FinThrive’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA and other laws applicable to FinThrive’s business practices; this includes becoming familiar with FinThrive’s Code of Ethics, attending training as required, notifying management or FinThrive’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations
  
  

Physical Demands

The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Statement of EEO

FinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We're committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process.

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FinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations.

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