Manager, Solutions Management at FinThrive

Feedinkoo; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

FinThrive seeks a Manager, Solutions Management to lead and optimize a team focused on delivering exceptional client service and product support. You will drive best practices across functions, manage workloads, and mentor staff to ensure high-quality outcomes for healthcare clients.

The role requires hands-on leadership, strong communication, and the ability to coordinate with stakeholders at all levels while maintaining a focus on client satisfaction and process excellence.

Qualifications

• Experience in healthcare industry is required.
• 2+ years of management experience.
• 2+ years of business process management or Lean methodologies experience.
• Excellent verbal and written communication skills.
• Strong problem solving and critical thinking abilities.
• Proven experience managing people and resources.
• Experience in customer support and handling complex client accounts.
• Ability to work effectively in a team with tight deadlines.
• Strong time management and organizational skills.
• Proficiency with MS Office products.

Responsibilities

• Provide leadership and direction for Solutions Management team with focus on customer service.
• Drive consistency of practices across Solutions Management to improve customer experience.
• Manage backlog and workload with oversight of case management.
• Staff and balance workload with appropriate skill mix.
• Meet with team and direct reports to discuss progress and support client satisfaction.
• Provide training and guidance to staff.
• Assign and review work tasks.
• Oversee difficult clients to promote success and satisfaction.
• Set performance standards for the team’s work quality.
• Review team metrics weekly to improve efficiency.
• Interview candidates and make hiring recommendations.
• Onboard new staff with policy and role expectations.
• Create internal and external documentation as needed.
• Communicate with client sponsor and senior management as appropriate.
• Serve as escalation point.

Skills

Healthcare industry experience

Management experience

Lean methodologies or BPM experience

Communication skills

Problem solving / critical thinking

People management

Customer support knowledge

Team collaboration

Time management

MS Office proficiency

Education

Bachelor’s Degree in a related field

Tools

Salesforce

MS Office

Job description

Impact you will make

The Manager, Solutions Management is accountable and responsible for the management, oversight, and performance of the Solutions Management team. The Solutions Management team provides product expertise and is a key player in supporting clients during all stages of product post-implementation. They are focused on ensuring customer satisfaction by completing defined client and product support tasks, quickly and correctly, resolving or triaging cases, and interacting with customers via verbal and written communication in a professional manner.

What You Will Do

• Provide leadership and direction for Solutions Management team with strong focus on providing excellent customer service.
• Collaborate and drive consistent best practices across Solutions Management functions and teams to drive consistency within the customer experience.
• Daily/weekly backlog and workload management, ensuring oversight and assistance of case management and backlog.
• Be responsible for staffing and coordinating necessary skill mix and workload balance activities for managing employee performance.
• Meet routinely with team and direct reporting staff to discuss progress and offer assistance in support of client satisfaction.
• Provide feedback, training and guidance to direct reporting staff.
• Assign and review work assignments.
• Oversee management of more difficult clients to promote success and improve client satisfaction.
• Establish performance standards for the quality of work direct reporting staff are expected to achieve.
• Review team metrics weekly to ensure efficient operations and identify areas of opportunity.
• Interview candidates and make hiring recommendations.
• Orient new reporting staff regarding company or department policies/procedures and what is expected of them in terms of performance results and standards; review their position specific responsibilities with them.
• Create internal and external documentation/communication as appropriate.
• Communicate with client sponsor and senior level management as appropriate.
• Serve as escalation point.

What You Will Bring

• 2+ years’ experience in healthcare industry.
• 2+ years’ management experience.
• 2+ years’ business process management or Lean methodologies experience.
• Supply, Coding or Clinical background.
• Ability to communicate with others, including customers, in a clear, understandable and professional manner on the phone, via email and in person; and demonstrated use of good written (i.e., good grammar/spelling) and verbal communication skills.
• Complex problem solving and critical thinking skills.
• Experience within the management of people and resources.
• Proven knowledge and experience in customer support including managing multiple or complex client accounts.
• Demonstrated ability to work in a team environment that requires quick turnaround and quality output.
• Self-direction.
• Proficiency in time management.
• Solid knowledge of all MS Office Products.

What We Would Like To See

• Bachelor’s Degree in a related field.
• Comprehensive understanding of hospital revenue cycle.
• Salesforce experience.

Our Perks And Benefits

FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits.

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.