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Manager, Customer Success Operations

Avalon Healthcare Solutions

Avalon Healthcare Solutions

Customer Service, Sales & Business Development, Operations
Posted on Tuesday, June 11, 2024

Avalon Healthcare Solutions, headquartered in Tampa, Florida, is the world’s first and only Lab Insights company, bringing together our proven Lab Benefit Management solutions, lab science expertise, digitized lab values, and proprietary analytics to help healthcare insurers proactively inform appropriate care, reduce costs, and improve clinical outcomes. Working with health plans across the country, the company covers more than 36 million lives and delivers 7-12% outpatient lab benefit savings. Avalon is pioneering a new era of value-driven care with its Lab Insights Platform that captures, digitizes, and analyzes lab results in real time to provide actionable insights for earlier disease detection, ensuring appropriate treatment protocols, and driving down overall cost.

Studies show that 30% of clinical laboratory testing is unnecessary or overused. Inappropriate testing or missing a key screening can lead to complications and expense arising from unwarranted care, or not obtaining proper care when needed, leading to increased health risks and costs. Avalon helps ensure delivery of the right test, at the right time, and in the right setting. We seek to ensure the most effective patient treatment, improve clinical outcomes, and optimize cost and affordability.

Avalon is a portfolio company of Francisco Partners, a global private equity firm that specializes in investments in technology and technology-enabled service companies.

Avalon is a high growth company where every associate has an opportunity to make a difference. You will be part of a team that shapes a new market and business. Most importantly, you will help Avalon to achieve its mission and improve clinical outcomes and health care affordability for the people we serve.

For more information about Avalon, please visit www.avalonhcs.com.

Avalon Healthcare Solutions is proud to be an equal opportunity employer including disability/veteran. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Avalon Healthcare Solutions provides and maintains a drug-free workplace for its employees.

For more about Avalon, please visit our web site at http://www.avalonhcs.com.

About the Manager of Customer Success Operations:

The Manager of Customer Success Operations will be a part of the Network Claims Operations Department but will also provide inter-department support. The manager will be responsible for a team of analyst who will perform claims coding and editing investigation, communicate relevant claims decisioning and impact analysis to providers and health plan clients via ticket submissions or other mechanisms. This role will also oversee the performance of outbound calls and email communications to clients for status updates on claims issues to facilitate issue resolution. The manager will manage the departmental quota, collect data from clients and claims to determine trends, provide feedback and work with management to create business process and will be expected to develop KPIs and provide executive level reports to senior leadership. This individual is expected to work collaboratively with other departments as well as understanding the processes within their own departments to assist clients with questions and triage information within the organization.

This position is eligible for remote work, but quarterly travel to the corporate office in Tampa, Florida may be required.

Manager of Customer Success Operations - Essential Functions and Responsibilities:

  • Acts as the Operational Subject Matter experts for client engagement
  • Develop and provide customer and provider education as needed.
  • Manage a team of customer success analyst in the day-to-day operations.
  • Respond, manage, and triage health and provider escalations.
  • Develop departmental goals, KPIs and other reports to track and manage productivity.
  • Develop policies and procedures for departmental use.
  • Evaluate disputed claims in denial management process for system configuration, claims processing, and/or contractual issues to facilitate Health plan review of claims.
  • Track client and provider issues and monitor trends to support their resolution.
  • Effectively and accurately communicates client needs and advocates on their behalf.
  • Collects data from clients relating to claims and escalate to management.
  • Develop, run, and execute client queries and or internal reports.
  • Responds to provider and client ticket requests within established turnaround times.
  • Makes regular status updates to tickets.
  • Provides excellent customer service to clients.
  • Understands business needs, processes, and recommends resources for process improvements.
  • Collaborates with other departments to support client needs.
  • Assists with special assignments and projects that require extensive and thorough research.
  • Performs outbound calls to Health Plans or Providers to investigate claims edits and processing.
  • Performs other duties as assigned.
  • Provide analysis and facilitation of issue resolution for our health plan clients.
  • Deliver timely analysis of claims in response to providers.
  • Storing and maintenance of multiple electronic documents.

Manager of Customer Success Operations - Minimum Qualifications:

  • Minimum 5 years of relevant work experience.
  • Bachelor’s Degree preferred or minimum of 3 years related work experience in a similar role.
  • 3 years medical, billing and coding required.
  • Strong customer service experience
  • Certified professional coder certification preferred.
  • Minimum 5 years’ experience working in the health insurance industry preferred
  • Strong understanding of health insurance claims and terminology
  • Excellent communication skills
  • Basic knowledge of Microsoft Office Suite products
  • Exceptional interpersonal skills with demonstrated ability to work independently as well as with a team
  • Strong organizational skills
  • Willingness to learn new skills and ability to multi-task.
  • Demonstrate ability to problem solve and utilize analysis, experience, and judgement to make accurate decisions.