Manage DAX clients to meet contractual metrics and exceed provider expectations and satisfaction.  Deliver quality, and timely documentation services through deliberate management of direct reports (QDMs), indirect resourcing (QDS). Responsible for strict adherence to process compliance, leadership and oversight as operational lead and in partnership with other departments for clients from the beginning of their onboarding experience throughout their life cycle.

Primary Duties:

• Responsible to manage a book of business for DAX, primarily overseeing delivery of documentation services for assigned accounts.   

• Responsible for managing 5-6 QDMs (Quality Documentation Managers) that manage QDS KPIs (Retention, Productivity, Quality, Utilization, Employee Satisfaction).

• Provide operational leadership for onboarding new/existing accounts and providers by partnering with Project Managers and providing leadership for Clinical Associates, SWAT and other operational support staff to provide exceptional provider experiences for onboarding and legacy accounts in Book of Business. 

• Strict adherence to process compliance to optimize delivery processes, review key performance indicators and perform necessary adjustments to improve service delivery, client satisfaction and financial results.

• Collaborate with other OMs and DAX departments to understand customer business requirements, expectations and feedback to improve/sustain existing service delivery.  

• Participate on and/or lead customer calls in order to present business review updates, services delivery trending, performance updates, obtain customer feedback and present plans of action as required in order to meet contractual metrics.

• Provide timely responses to customers.

• Execute customer satisfaction goals, metrics (i.e. NPS, KLAS)

• Create a culture of dedication to provider experience. 

• Expectation to be flexible during onboardings or escalations as to availability as per business hours of client.

• Key focus area to delivering top notch quality as well as partnership with the QA Manager.

Role & Responsibilities:

PLANNING & BUDGETING

• Oversee delivery of documentation services in alignment with organizational goals as per the allotted SLAs and turnaround time and accuracy targets

• Analyze capacity requirements on the basis of projected volumes, anticipated spikes, planned leave as well as other factors that affect delivery of work (capacity analysis)

• Maintain adherence to defined Cost / Line targets.

SERVICE PERFORMANCE & CAPACITY OPTIMIZATION

• Provider operational leadership to ensure optimization of overall provider and client experience

• Provide input to Director for escalations or decrease in client utilization and implement steps to ensure optimal capacity utilization and provider satisfaction across all assigned accounts

• Provide input to increasing efficiency of the process through identifying and eliminating waste.

• Oversee the completion of tasks for new provider onboardings, provide regular status updates to Director and peers on the work on-hand, work pending completion and requirements to complete pending workload

• Oversee adherence to Client SLAs such as TAT, Quality and other delivery parameters, track client feedback and ensure action is taken to resolve any issues

• Ensures provider preferences are created correctly and maintained

• Monitor all accounts in book of business on a daily basis to ensure work is appropriately flowing and in TAT.

• Build relationships and partner with DAX intradepartmental staff and teams

REPORTING & ANALYTICS

• Collect and analyze data regarding metrics such as TAT, Quality and SLA adherence etc.

• Identify reasons for dip in utilization and coordinate with Director to discuss and suggest measures to overcome identified issues

• Identify root causes of provider dissatisfaction

• Implement finalized measures, adhere to processes and present timely and accurate reports to management

Person Profile:

Desired Qualification:

Undergraduate, Bachelor / Graduate / Documentation Experience

Desired Experience Profile:

Minimum 5 years of experience in managing high volume operations teams, preferably within the healthcare industry

Key Responsibility Areas:

• Executing Overall Book of Business Service Delivery Service

• Effectively leading high performing onboarding teams

• Adherence to overall DAX account onboarding and legacy account processes and protocols

• Adherence to cost / line (CPL) targets

• Lead customer calls, provide timely responses, and quickly resolve issues

• Accountability for operational results for Book of Business and provider satisfaction

Competency Map

Competency - Proficiency Level

Technical

Knowledge of Medical Language - Advanced

Business Communication Skills - Expert

Data & Analytics Focus - Expert

Cost Control - Advanced

Customer Centricity - Expert

Non-Technical

Big Picture Thinking - Advanced

Process Adherence - Expert

Drive for Results - Expert

Planning & Organizing - Expert

Team Management - Expert

Interpersonal Skills - Expert

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  

Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy.  If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.