Solution Manager

Finthrive; Gurugram District; Remote; INR 6,744,000 - 10,597,000; Full time

Benefits offered by this job

Life Insurance

Professional development

Company transport

Meal stipend

Paid Time Off

Parental Leave

Company Holidays

Work-Life Balance

Job summary

FinThrive is seeking a Solutions Manager to act as the concierge for healthcare clients, delivering superior customer service with in-depth product knowledge and strong troubleshooting. The role emphasizes communication, time management, and cross-functional collaboration to resolve post-implementation issues and support ongoing product knowledge.

As part of the Solutions Manager team, you will engage with multiple departments, contribute to software testing, and ensure documentation quality

Qualifications

• Graduation Degree or equivalent Healthcare Revenue Cycle experience required; 2+ years in US Healthcare.
• Excellent written and verbal communication tailored for internal/external customers.
• Ability to build long-term relationships with key contacts in the industry.

Responsibilities

• Deliver superior customer service while diagnosing and resolving client issues and documenting resolutions.
• Coordinate with clients via phone, email, and Salesforce for case handling and updates.
• Organize, investigate, and resolve assigned work promptly and efficiently.
• Assist with software testing releases and provide feedback to product teams.
• Interface with other departments to ensure product maintenance and knowledge of releases.
• Document calls, cases, and bugs for future reference and reporting.

Skills

Customer service

Communication

Salesforce

Technical troubleshooting

Time management

Team collaboration

Problem solving

HIPAA knowledge

Education

Graduation Degree

Tools

Salesforce

MS Office

VPN/Web Services

Job description

About the Role

The impact you will make

The Solutions Manager acts as the "concierge" for FinThrive clients. This role is committed to providing a superior customer service experience by using in-depth product knowledge, detailed troubleshooting, and quality technical support when resolving post-implementation issues. As a part of the Solutions Manager team, you'll be exposed to the many facets of FinThrive as well as career growth opportunities. Communication and time management skills are critical.

What you will do

Major Responsibilities/Activities:

• Deliver superior customer service while diagnosing and resolving client applicationdata, and connectivity issues in accordance with internal policies, providing clear and concise documentation
• Provide coordination and clear communication via phone, email and Salesforce on a case or other client support activities to both internal and external customers
• Organize, investigate, and resolve assigned work in a timely and effective manner
• Assist with software testing releases
• Interface/communicate with other departments to ensure product maintenance utilizing established procedures
• Support application functionality and remains current on release updates and product knowledge
• Document support calls/cases and resolution for future reference and reporting
• Adhere to established procedures of documenting cases
• Document software/product bugs for development staff
• Provide additional client support

What you will bring

• Graduation Degree or equivalent Healthcare Revenue Cycle experience required 2+ years of experience working in US Healthcare industry and is familiar with terminologies
• Ability to communicate with internal and external customers, in a clear, understandable and professional manner on the phone, via email and in person;and the demonstrated use of excellent written (i.e. good grammar/spelling) and verbal communication skills.
• Demonstrate professional motivation, steadiness and dedication and the ability to develop and maintain successful, long-term, relationships with key industry/payer/client contacts.
• Experience showing initiative, including anticipating customer needs and going the extra mile to ensure an engaging and positive customer experience
• Ability for critical thinking for continuous improvement around customer experience and operations
• Proven knowledge and experience in customer experience and support including issue resolution management
• Demonstrate organizational, problem solving, time management and analytical skills.
• Demonstrated experience communicating effectively with a customer and simplifying complex information
• Demonstrated ability to work in a team environment that requires quick turnaround and quality output.
• Demonstrated ability to meet performance objectives, including all applicable service level agreements
• Ability to multi-task and prioritize departmental functions to meet both timed deadlines and quality expectations with great attention to detail

What we would like to see

• Experience with Salesforce
• Proficient in Microsoft Office (Word, Excel, PowerPoint and Outlook.)
• Some Understanding of data connection types (VPN, Web Service, SFTP)
• Ability to quickly learn new processes and/or applications
• Strong attention to detail
• Experience collaborating with multiple teams or departments
• Experience in an environment that requires understanding and compliance to applicable State and Federal requirements
• Demonstrated ability to work independently within cross-functional teams, manage simultaneous assignments and eectively prioritize workload with competing priorities
• Available to work in US shift timings
• o 6 PM to 3 AM IST (7:30 AM to 4:30 PM CST)
• o 12 AM to 9 AM IST (1:30 PM to 10:30 PM CST)
• o 9 AM to 6 PM IST (10:30 PM to 7:30 AM CST)

About FinThrive

FinThrive is advancing the healthcare economy. FinThrive formerly nThrive and acquired companies, TransUnion Healthcare and PELITAS is advancing the healthcare economy. We rethink revenue management to pave the way for a healthcare system that ensures every transaction and patient experience is addressed holistically. We are making breakthroughs in technology developing award-winning revenue management solutions that adapt with healthcare professionals, freeing providers and payers from complexity and inefficiency, so they can focus on doing their best work. Our end-to-end revenue management platform delivers a smarter, smoother revenue experience that increases revenue, reduces costs, expands cash collections, and ensures regulatory compliance across the entire revenue cycle continuum. We have delivered over $10 billion in net revenue and cash to more than 3,245 customers worldwide. When healthcare finance becomes effortless, the boundaries of what is possible in healthcare expand. For more information on our new vision for healthcare revenue management, visit FinThrive.com

Award-winning Culture of Customer-centricity and Reliability

At FinThrive we are proud of our agile and committed culture, which has led to certification as a "Great Place to Work" since 2017. We are honored to have also been ranked #21 among the Best Workplaces in Healthcare for 2023, and we know that it's our collective dedication that makes FinThrive an exceptional place to work.

Our Perks and Benefits

• Term life, Accidental & Medical Insurance
• Professional development opportunities
• Company transport (home pick up & drop facility)
• One time meal while working from office
• 32 days paid time off in a year (including sick/casual/earned leave)
• 12 weeks of paid maternity & 5 days Paid paternity leave
• 13 Company Holidays
• Great work life balance

FinThrives 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 workgroup, 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 about HIPAA, GLBA, FDCPA, FCRA, 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