• Lead daily enrollment and billing cash operations to support accurate payment posting, strong accounts receivable outcomes, and timely issue resolution. • Set clear goals for the team, align resources to business needs, and help employees understand how their work supports patients, partners, and financial performance. • Build a culture of accountability, learning, and continuous improvement by coaching team members, sharing feedback, and supporting skill growth. • Monitor productivity, quality, and compliance results; use trends and root-cause analysis to identify improvements and reduce repeat issues. • Partner with internal teams, payers, vendors, and other stakeholders to remove barriers, improve service, and strengthen operational results. • Stay current on healthcare, payer, billing, and reimbursement changes; translate updates into practical team guidance and process controls. • Support hiring, onboarding, training, staffing plans, and performance conversations to build a dependable and engaged team. • Review and update procedures as needed to support prompt payment posting, quality standards, and consistent work practices.

Role Description You are a senior UC support expert who thrives in high-impact environments, confidently owning escalations, complex troubleshooting, and customer-critical incidents from start to resolution. You combine deep technical expertise in Microsoft Teams telephony, voice routing, and log analysis with calm, proactive communication that builds trust during high-pressure situations. Above all, you are accountable, solutions-oriented, and driven to deliver strong CSAT, SLA performance, and long-term client stability. This role represents the highest technical escalation point within Managed Services, responsible for resolving complex incidents, guiding troubleshooting strategy, and protecting client stability during critical events. What you will do - Take ownership of escalations from Tier I/II and 3rd-party vendors - Manage standard ticket load & process adherence - Incident resolution per escalation matrix - Standard client maintenance - Ensure client documentation & KB updates - Participate in on-call rotation - Lead MS Teams telephony site builds with service delivery - Call answering – Support line - Mentor junior teammates - Postmortem technical lead for critical customer issues - Assist with training & cross-training - Recommend quarterly process improvements - Participate/prepare for customer meetings - Support ZIRO platform technologies including ZPC and ZPM alongside Microsoft Teams, Cisco UC, and related collaboration systems - Proactive client and internal communication - Join customer calls for escalated issues - Troubleshoot high-impact, multi-user, or site-wide call quality issues - Advanced log analysis - RCA and postmortem ownership Qualifications - Deep expertise in Microsoft Teams telephony (Direct Routing, PSTN/SIP trunks, call flows, migrations) - Advanced troubleshooting capabilities across UC environments - 3+ years of experience in a multi-client fast-paced managed services environment Requirements - Proven ability to manage escalations, adhere to SLAs/SLOs, maintain high-quality documentation, and consistently deliver strong CSAT while balancing ticket load and on-call responsibilities - Both verbal and written skills to confidently lead escalated customer calls, own postmortems and RCA, mentor Tier I/II teammates, contribute to knowledge sharing, and drive at least one meaningful process improvement per quarter - MS-700 certification (or ability to obtain within 90 days) and a continuous learning mindset to support evolving UC platforms including ZPC/ZPM, WebEx, and related collaboration technologies Benefits - Flexible, take what you need PTO - Competitive wages - Company sponsored health, vision and dental plans - Fully remote roles - Home office budget - Company sponsored social events

Role Description The Advanced Scheduler is responsible for developing and supporting the design, development, and optimization of complex staff schedules. This role ensures payroll related coding are aligned with operational needs, compliance, organizational policies, union and regulatory requirements. - Independently addresses issues and design decisions of moderate to high complexity with little or no supervision. - Delivers clear communication and documentation of complex concepts and issues related to applications, interfaces, data structures, and workflows across the organization. - Acts as a liaison between business teams, application vendors, and IT for system integration, enhancements, and issue fixes. - Translates complex business needs and makes recommendations. - Provides guidance to the project team and facilitates key project meetings, communications, and working sessions. - Serves as subject matter expert for workforce management and scheduling systems. - Designs, develops, and continuously optimizes complex staff schedules to support operational efficiency, staffing needs, volumes, demand, operational requirements, and labor cost management. - Participates in workforce management configurations, implementations, modifications, and upgrades of time and attendance initiatives. - Conducts configuration and testing for new scheduling features, enhancements, and upgrades. - Ensures data integrity and audit readiness for scheduling, punch data, pay rules, and labor allocation. - Partners with Clinical Operations and other leaders to align scheduling practices with staffing policies, union rules, and productivity targets. - Provides advanced troubleshooting and escalated support for critical scheduling and timekeeping issues. - Creates detailed functional and technical design documents, including test plans, test cases, user training documents, and implementation documentation. - Ensures accurate payroll-related coding within schedules, maintaining compliance with organizational policies, procedures, and regulatory requirements. - Coordinates release management, including configuration changes, regression testing, and migration activities. - Upholds system governance standards and change-control processes. - Delivers system training and guidance for leaders, superusers, and schedulers. - Analyzes complex data or facts and summarizes and presents findings in a compelling way. Qualifications - Bachelor's Degree in Information Systems, Computer Science, Finance, Business Administration or related field. - Five (5) years of experience in UKG PRo WFM advanced scheduling. - Experience leading complex system configurations, upgrades, and cross-functional implementations. - Experience in troubleshooting, root-cause analysis, and translating operational needs into system solutions. - Experience working with payroll, timekeeping, and integrations in a healthcare or union environment. Requirements - Knowledge of payroll systems configuration, payroll structures, and business processes. - Ability to interpret timekeeping data and translate into actionable insights. - Strong time management and organization skills. - Ability to conduct research and analysis, interpret regulations or policies, reach conclusions, and present findings. - Ability to create and maintain strong, professional relationships at different levels of organization and build consensus. - Skilled in effectively handling sensitive and confidential communications and materials. - Ability to work in a matrix environment with multiple stakeholders and clients. - Ability to identify, design, and administer plans that support hospital strategic goals. - Ability to communicate effectively with technical and non-technical audiences. - Advanced MS Office (Word, Excel, PowerPoint, Outlook, Teams). Benefits - Compensation is based on the level and requirements of the role. - Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities. - Typically, new team members join at the minimum to mid salary range. - Minimum to Midpoint Range (Hourly): $58.28 to $75.76

Role Description The Room and Board Billing Specialist is responsible for the accurate and timely billing, invoicing, collections, and accounts receivable management of Hospice Room and Board services and related Medicaid reimbursement. This position plays a key role in supporting the revenue cycle by ensuring: - Accurate claim submission - Timely reimbursement - Compliance with payer requirements - Effective management of facility accounts The specialist collaborates closely with Billing, Intake, and Authorization teams to maintain operational excellence, support process improvement initiatives, and deliver exceptional service to internal and external partners. How you will make an impact: - Utilize Homecare Homebase (HCHB), Medicare DDE, Medicaid systems, payer portals, and clearinghouse software to support accurate and timely billing operations. - Maintain proficiency with billing systems and reporting tools to ensure effective revenue cycle performance. - Perform facility rate conversions and maintain accurate reimbursement rates, including monitoring nursing facility Medicaid rate changes. - Audit monthly eligibility verification and confirm payer eligibility and coverage for Room and Board services. - Maintain accurate facility census information and process invoices, account reconciliation, and Applied Income reporting within HCHB. - Serve as a primary point of contact for facility partners, responding to inquiries related to billing, payments, reimbursement, and account activity, and distributing weekly remittance advices. - Monitor and manage departmental communications, including email, phone inquiries, and Microsoft Teams, while maintaining an organized workload. - Provide cross-functional support to Intake and Authorization teams to ensure continuity of operations. - Participate in departmental meetings and contribute to process improvement and workflow optimization initiatives. - Ensure compliance with Medicare, Medicaid, Managed Care, and commercial payer requirements while maintaining ethical billing practices. - Maintain strict confidentiality of patient and financial information in accordance with HIPAA and organizational policies. - Additional responsibilities as assigned. Qualifications - High School Diploma or equivalent required; Associate degree in Healthcare Administration, Business, Accounting, or related field preferred. - 1+ years of Room and Board billing, healthcare billing, accounts receivable, accounts payable, or related experience. - 1+ year of Experience with Electronic Medical Records Systems. - 1+ year of Hospice Billing Experience preferred. - HCHB Preferred. - Experience utilizing Medicare Direct Data Entry (DDE). - Experience working with Medicaid billing systems, payer portals, and electronic claim submission processes. - Knowledge of Medicare, Medicaid, and managed care billing requirements. Benefits - Competitive compensation - Health, Dental, Vision, Disability & Life Insurance - 401(k) Retirement Plan - Tuition Reimbursement - Professional Licensing & Certification Renewal Reimbursement - Paid Time Off + Paid Holidays + Floating Holidays - Mileage Reimbursement - Supportive Team Environment - Mission-driven leadership that values your voice and expertise