Manager, Interoperability Support

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.  

The successful candidate will be a strong people leader who builds team capability, sets clear expectations, and creates accountability. They will equip representatives with the knowledge, tools, and confidence to resolve complex issues independently and use established escalation paths when needed. This leader will coach and develop the team, partner effectively across functions, remove barriers, and support scalable solutions that improve the client experience.

This is a hybrid position, with an expectation to report to the Bloomington, MN office 3 days/week (typically Tues/Wed/Thurs). 

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

Lead, mentor, and develop a team of 8–13 support representatives, fostering a high-performing environment through coaching, clear expectations, and ongoing feedback.

Establish, document, and continuously refine team processes, standard operating procedures, and best practices to ensure a consistent and scalable support model.

Define and uphold service standards across case management, response times, escalation handling, and client communication to drive a best-in-class support experience.

Oversee the team’s support of client revenue cycle management needs, including claims rejections, denials, and billing issue resolution — coaching representatives to confidently navigate complex situations and apply available resources to reach the right outcomes for clients.

Ensure billing, configuration, and interoperability-related issues are promptly identified, triaged, and routed to the appropriate internal teams for resolution, while maintaining ownership of client communication, status updates, issue tracking, and follow-up through resolution.

Cultivate subject matter expertise within the team around revenue cycle and provider EVV aggregation setup and data transmission, ensuring representatives have the knowledge and resources to support clients effectively and independently.

Hold the team accountable for resolving issues in accordance with client expectations to preserve strong relationships, while ensuring the right internal stakeholders are engaged where appropriate.

Collaborate cross-functionally with Product, Implementation, Operations, and other internal teams to investigate root causes, develop solutions, and improve the overall client experience.

Evaluate revenue cycle systems and third-party solutions, identifying client-facing issues and collaborating with relevant teams to recommend effective resolutions. 

Proactively surface opportunities to improve reimbursement outcomes and address systemic issues across payer and provider collections in all applicable markets.

Track and analyze team performance metrics, using data to benchmark progress, identify trends, and continuously refine workflows and support processes.

Actively apply AI tools to identify patterns across support cases, sharpen the team’s decision-making, accelerate knowledge development, and drive continuous improvement in how the team operates and delivers for clients.

Leverage CRM and case management platforms, including Jira and Salesforce Service Cloud, to manage team activity, monitor case volumes and SLAs, and provide visibility to leadership.

 

 

Other Job Duties

Travel Requirements

Required Education, Experience, Certifications and Skills

• Minimum 4–5 years of experience in reven