Experian Health is hiring a Director, Customer and Product Operations Support to lead advanced technical support and client success for the Claim Source product. You will report to Experian Health and oversee a team dedicated to resolving issues, optimizing customer processes, and ensuring product effectiveness.
What You'll Do
- Ensure resolution of Claim Source issues.
- Use Salesforce to support customer satisfaction and resolve system and payer-related issues.
- Review, evaluate, and interpret payer notifications.
- Guide customer optimization processes and edit reviews.
- Identify customer needs and align them with Experian product capabilities.
- Communicate complex solutions to clients and our teams.
- Participate in client calls and provide status updates.
- Recommend enhancements to improve automation, efficiency, and product scalability, including AI and Copilot.
- Monitor accuracy and completeness of all assigned jobs.
- Provide technical support including testing, troubleshooting, and implementing changes.
- Collaborate with internal and external teams on process requirements.
- Track change requests and oversee high-severity incidents.
- Support solutions during internal Health or claims issues.
- Maintain project plans and schedules.
- Participate in pre-sales and CBR activities.
- Build relationships with clients and internal partners.
- Mentor team members.
- Ensure accuracy and completeness of all team deliverables.
What We're Looking For
- 5+ years Healthcare Revenue Cycle experience.
- Bachelor's degree or equivalent experience.
- 3+ years with hands-on hospital and physician billing.
- 2+ years with project management.
- 3+ years experience with ICD-10, CPT-4, 837 formats, UB04/1500/ADA claim forms.
Nice to Have
- 2+ years with people management is beneficial.
- 2+ years with Salesforce is beneficial.
Technical Stack
- Salesforce
Team & Environment
Reports to Experian Health.
Benefits & Compensation
- Compensation: $133,109 - $239,596
- Great compensation package and bonus plan.
- Core benefits including medical, dental, vision, and matching 401K.
- Flexible work environment, ability to work remote.
- Flexible time off including volunteer time off, vacation, sick and 12-paid holidays.
Work Mode
This role is hybrid, with a primary location of Home.
Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities.
