Experian

We're unlocking the power of data to help create a better tomorrow.

Director, Customer and Product Operations Support

Product OperationsProduct OperationsFull TimeRemoteTeam 10,001+Since 1996H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

6 days ago

Salary

$133.1K - $239.6K / year

Bachelor Degree5 yrs expEnglish

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

Job 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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