• Performs Inpatient Facility coding audits according to scope of work, for the purpose of Onboarding, Focused, Service Level Agreements or Other Types of reviews, using appropriate assignment of codes and other coding-related elements using MS DRG or APR DRGs. • Provides rich and concise rationale explaining the reasoning behind any identified changes, including specific references, location of documentation, etc. • Keeps abreast of regulatory changes. • Organizes and prioritizes multiple cases concurrently to ensure optimal workflow and turnaround time • Provides coder education via the auditing process • Function in a professional, efficient, and positive manner • Adhere to the American Health Information Management Association’s code of ethics. • Must be customer-service focused and exhibit professionalism, flexibility, dependability, desire to learn, commitment to excellence and commitment to profession. • High complexity of work function and decision making • Strong organizational, teamwork, and leadership skills

Job Title Senior Manager, Help Desk Purpose of the role At Amadeus Hospitality, we envision a 5-Star Operational Model aimed at delivering world-class service within the hospitality industry. Our key aspirations include enhancing customer satisfaction, improving service delivery, and achieving cost-effective operations to support anticipated growth. Position Summary: The Senior Manager, Level 1 Customer Support will be responsible for overseeing the day-to-day operations of the Asia Pacific Level 1 customer support team. This role is crucial in ensuring that customer inquiries and issues are resolved efficiently and effectively, contributing to the overall customer satisfaction and operational excellence of the organization. Purpose of the Role: The primary purpose of the Senior Manager, Level 1 Customer Support is to lead and manage the Level 1 customer support team, ensuring high-quality service delivery, adherence to service level agreements (SLAs),  operational KPIs, and continuous improvement in customer care processes. The role involves team management, process optimisation,  and collaboration with other departments to enhance customer support operations. Success in this role requires building strong collaboration with Hospitality managers, including Commercial, Product, R&D, Technical Operations, Legal, and Regional Customer Delivery Services.  A customer centric approach and problem solving positive attitude are also key. In this role you'll: Team Leadership: Lead and manage the Level 1 customer support team, providing guidance, support, and development opportunities to team members. Ensure team members are motivated and engaged to deliver high-quality service. Ensure that customer inquires and issues are resolved promptly and accurately, meeting or exceeding SLAs and performance metrics. Monitor and Analyse performance indicators such as resolution times and deflection rate Process Improvement: Identify areas for improvement in customer support processes and implement solutions to enhance efficiency and effectiveness. Continuously seek ways to optimize workflows and service delivery, in conjunction with the Customer Care Governance and Operations Team Collaboration: Work closely with other departments, including R&D, Product, and Technical Operations, to ensure seamless support for all products and services. Foster a collaborative environment to address customer issues effectively Customer Satisfaction: Monitor and analyze customer feedback and satisfaction metrics, implementing strategies to improve customer experience. Ensure high levels of customer satisfaction and loyalty. Reporting: Develop and maintain a portfolio of metrics to assess team performance and provide regular reports to senior management. Ensure transparency and accountability in reporting Budget Management: Manage the budget for the Level 1 customer support team, optimizing costs while maintaining high-quality service delivery - Talent Management: Recruit, onboard, develop and retain team members with the required skills and talent to perform optimally. Develop and execute plans to continually develop skills and retain staff through career pathing and personal growth Lead the Amadeus Hospitality function within the Manila office focusing on employee engagement, collaboration with other functional leaders and development of a team culture in the office. About the ideal candidate: A degree in business administration, operations management, engineering, IT or a related field.  MBA preferred. Significant experience (10+ years) in operations management, specifically in support and service functions Experience in qualifying, troubleshooting, and resolving technical problems Strong negotiation and arbitration skills Solid communication skills to articulate strategy, issues, actions, and solutions between Amadeus Hospitality and its customers Excellent problem-solving and resolution skills Project management skills with experience in organizing, prioritizing, and facilitating complex work plans Familiarity with Microsoft operating system environments and open-source platforms Experience working in a Hospitality technology field or industry is an advantage. Business Understanding •    Good understanding of industry drivers, uses financial indicators in decision-making processes. •    Manages the customer relationship ensuring quality services are provided. •    Continuously improving service delivery processes to enhance efficiency and effectiveness. •    Understands and transmits the need for change, supporting and motivating others to initiate Diversity & Inclusion Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

• Provide day-to-day technical support (hardware, software, network) and manage the full device lifecycle (procurement, configuration, maintenance) for Mac and Windows environments. • Build, maintain, and optimize automation workflows using Zapier, Workato, and Google Apps Script to streamline IT operations and business processes. • Administer Google Workspace and identity platforms (Okta, JumpCloud), including user provisioning, security settings, and leveraging AI-powered features. • Collaborate on IT projects (system upgrades, migrations), maintain security best practices, and ensure compliance with company policies. • Manage asset inventory and coordinate equipment orders for new hires, replacements, and remote workforce needs. • Serve as a technical liaison for cross-functional teams to implement solutions and support communication tools (Zoom, Slack, Email). • Provide after-hours support for critical incidents as needed and participate in periodic in-office travel to our Los Angeles headquarters.

• Support external healthcare claims audits, including pre-pay and post-pay audits • Coordinate and prepare timely audit responses, including medical records and supporting documentation • Participate in audit review cycles, including record requests, findings review, rebuttals, appeals, and recoupment processes • Review audit findings for consistency, accuracy, and alignment with applicable policies • Help identify trends, risks, and recurring audit issues across claims and business units • Partner with internal business units to gather information needed to support audits • Communicate audit findings clearly, including explaining where gaps exist and why audits may be failing • Work collaboratively with teams to identify what changes or controls need to be put in place to improve audit outcomes • Translate audit results into actionable insights that support front-end process improvement • Support ongoing audit readiness initiatives and internal monitoring efforts