• Lead and develop the Implementation team through mentoring, feedback, 1:1 meetings, and performance evaluations, focusing on improving team performance; • Design and structure onboarding processes for new clients, focusing on value delivery and guiding clients on optimal use of the solutions they purchased; • Promote onboarding processes that emphasize value delivery, ensure clients achieve their objectives, and provide a positive experience using the product and any professional services purchased; • Ensure a seamless handoff between Sales and Customer Success; • Act as a liaison with other teams (Customer Experience, Sales, Finance, Support) to resolve issues and ensure necessary alignments.

• Responsible for daily task allocation of all administrative tasks such as but not limited to; failed payments, chasing payment, refunds, ACH • Ensuring these are completed in an accurate, timely manner and that the team are well trained to execute with confidence. • Assisting with continual development of existing staff through PDPs and quality monitoring • Track performance & productivity of the team using systems and reporting metrics available to you (Salesforce/Akixi) • Using this information to then support, coach and develop. • Support management with probationary periods, absence, timekeeping, break schedules and holidays in line with People Team policies. • Be fully proficient and a subject matter expert with regards to all membership types and pricing structure/strategy globally. Ensuring team are equipped with most recent information. • Proactively seek, review and assess customer feedback across all channels. • To review and evaluate the operational procedures/manuals including onboarding documentation on a regular basis to instigate any necessary changes to improve operations. • Be an expert in complaint management, by proactively taking charge of any difficult situations in relation to member complaints, ensuring each situation is resolved efficiently, effectively and creatively. Continually leading by example by delivering service excellence at all times. • Take the lead on PWK/VIP member/customer contact • Responsible for daily case management- checking contact levels, maintaining our agreed SLA, triaging and taking ownership and being first point on contact for escalations. • Managing SLA on the phones ensuring adequate shift cover for all opening times. Fully accountable for SVC %.

Role Description Supervises and coordinates the staff and daily operations in the assigned unit. Mentors and develops skills of direct reports. Participates in evaluation and implementing quality controls and performance improvement activities. - Promotes Revenue Cycle department goals by selecting, motivating, and training capable team members. - Leads the activities of assigned Revenue Cycle team members by communicating and providing guidance toward achieving department objectives. - Supervises, hires, trains, disciplines, and evaluates staff; ensures performance appraisals are completed in a timely manner. - Routinely audits work output to ensure compliance with unit expectations and processes. - Trains new employees on department policies, procedures, processes, and applicable information systems. - Informs staff of changes in policies, procedures, processes, systems, and regulatory laws and requirements. - Partners with Human Resources to deliver corrective action, as necessary; mentors and develops skills of direct reports. - Plans and prioritizes schedules, assigns, and monitors work to optimize operations service. - Implements operating policies and procedures related to unit; analyzes, recommends, implements, and monitors approved work-flow changes. - Gathers department metrics and prepares reports for management review; maintains attendance, payroll records and processing of time-off requests. - Recommends procedural and system changes to improve processes, operational quality and efficiency, i.e., job aides, training resources, and work flow; actively participates in process improvement projects. - Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions. Qualifications - Associate's Degree required, or equivalent combination of education and related experience. - 4-6 years of relevant experience and 0-2 years of leadership / management experience, required. Requirements - Remote 10am-6pm. Weekend and Holidays included. Benefits - The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. - When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).

Role Description Under the direction of the Manager of Audit Bench, this position is responsible for organizing and supervising a team of ROI Audit specialists who support multiple accounts across the organization. This position works closely with Audit bench manager and Directors to ensure Bench staff are supporting client accounts as assigned. This position makes training suggestions and handles staff utilization, work assignments and scheduling. This position will be expected to facilitate strong relationships with Client Managers in order to support Verisma clients. The Supervisor is a consistent, dependable resource for the team regarding scheduling, coaching, mentoring and real-time issue resolution. This position will be expected to supervise 40% of the time and process records 60% of the time. Duties & Responsibilities - Work closely with Manager to ensure time off requests and staff responsibilities are prioritized - Work closely with Manager to ensure accurate payroll approval and resource allocation - Distribute daily workflow to Audit Bench ROI Specialists - Provide real time constructive feedback regarding company standards, company policies and account protocols - Document and escalate recurring performance issues to Manager - Maintain strong knowledge of HIPAA, HITECH, state/federal rulings and statutes, as well as client-specific requirements - Process medical ROI requests in a timely and efficient manner - Assist with tracking and ensuring all remote access for bench staff clients remains active - Process requests utilizing Verisma software applications - Organize records and documents to complete the audit ROI process - Read and recognize audit types and appropriate records sets - Comfortably navigate through and work efficiently in multiple EMR systems - Prioritize workload while being able to work independently - Communicate effectively with Clients and Verisma management/associates - Maintain standards of excellence with a high level of productivity, efficiency and accuracy - Must be proficient and well versed in all required protocols to ensure compliance - Provide exemplary customer service - Interact with customers and co-workers in a professional and friendly manner - Utilize reference material provided by Verisma to ensure compliance and confidentiality is always maintained - Will assist with training new hires, as needed - Attend training sessions, as required - Perform other related duties, as assigned, to ensure effective operation of the department and the Company - Live by and promote Verisma Core Values Qualifications - HS Diploma or equivalent, some college preferred - RHIT certification, preferred - At least 4 years of medical record experience, audits preferred - At least 4 years of experience completing clerical or office work - Prior Supervisory experience, preferred - Impeccable tact and diplomacy to effectively lead the team - Experience using general office equipment including desktop computer, scanner, Microsoft Office Suite to complete tasks - Experience in a healthcare setting, preferred - Knowledge of HIPAA and state regulations related to the release of Protected Health Information, preferred - Must be able to work independently - Must be detail oriented