Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a world-class technology solution that creates an experience of delight and ease for physicians, and that our users love.
We’ve enjoyed considerable growth and are now looking for an exceptional individual to join our team as a Customer Operations Manager. This role specifically is intended to understand our customer’s adoption and performance of our product lines and serve as an important liaison to our product and growth organizations to better understand their experience and needs. This leader will report to our VP of RCM Operations and will be instrumental in leading a critical function for our customer experience organization.
Responsibilities
Customer Financial Success & Elation Billing Adoption:
- Drive customer adoption of Elation Billing across the Elation network. This includes both Small and Medium groups.
- Present findings from these sources through data to the Product organization. This includes key product ceremonies and standing meetings in which we inform the product teams of customer pain points and requests.
- Suggest process improvement opportunities for Product and Operational teams related to Elation Billing, calling out where we can improve both our customer and our internal team workflows.
- Analyze Elation Billing performance for the user base, both as a community and individually. Understand how customer performance is a lagging indicator of product improvements and advocate for product enhancements as a result.
- Partner with Customer Marketing and Customer Retention to communicate feedback loop and impact of this work back to our customers.
Customer EHR Success and Optimization:
- Work with Support and Onboarding teams to identify areas in which customer performance is not meeting expected standards. Advocate for product improvements where there are opportunities and create customer-facing feedback loops for suboptimal areas.
- Work with Support and Onboarding teams to identify areas in which our internal workflow can be improved for better EHR adoption and usage. Advocate for product and process improvements where there are opportunities and create customer-facing feedback loops for suboptimal areas.
- Identify benchmark EHR performance and focus on customer cohorts that are missing these benchmarks. Work with Customer Marketing to create campaigns to improve these areas for customers and engage them in their usage and performance within our EHR.
- Partner with Customer Marketing and Customer Retention to communicate feedback loop and impact of this work back to our customers.
NPS Analysis and Publication:
- Analyze NPS results and publish results in a format our internal stakeholders can consume and act on.
- Analyze Elation Billing & EHR NPS survey results and support cases to frame existing products gaps for both segments.
- Publish quarterly Product performance report that highlights customer experience and outcomes using Elation Billing and EHR products.
Qualifications
- 3+ years of Revenue Cycle Management experience, preferably as a RCM analyst or within a billing function
- Demonstrated experience in a customer-facing role where it was required to analyze customer feedback and pain points and advocate for the improvements with other internal teams.
- Consulting experience is a plus, as much of this role will require quick adaptations of content and results for the myriad of audiences that are interested in the information (Product, Growth, Analytics and customers themselves)
- Working knowledge of RCM industry benchmarks and best practices, including KPIs and metrics
- Demonstrated success in executing cross-functional process improvement projects
- Proven expertise in a complicated, matrixed, customer-facing operating environment
Salary range: $120,000-135,000
Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.
We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.
Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.
As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy.
This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.
We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption.
In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops (hr@elationhealth.com) with appropriate documentation. For a medical exemption, we require a doctor’s note, and for a religious exemption, we require a note from the team member outlining the request.