Fusebox Operations Sr. Supervisor - Verity Solutions - Hybrid

Fusebox Operations Senior Supervisor

Responsible for owning the ongoing relationship and program management for a group of Verity Solutions Fusebox accounts, primarily through leading a team of Account Managers, Claims Billing and Prior Authorization specialists by guiding daily duties and responsibilities. Serve as a subject matter expert for Prior Authorization services, Fusebox fully managed services including educating and setting expectations with the team. 

Duties and Responsibilities:

• Develop ongoing account relationships and serve as the first key contact escalation point to proactively support their infusion center’s Fusebox SaaS services, compliance obligations, concerns and other pertinent data to develop clear service solutions.
• Support client facing team members for Prior Authorization and Claim Billing services
• Establish team plans and routines to analyze and understand ongoing program performance to maximize Fusebox adoption and use.
• Consistently monitor each account’s data mechanics, settings, and metrics to ensure a compliant and optimized program.
• Proactively and timely management of data anomalies; using all resources to evaluate and develop action plans for resolution – directly and through the team.
• Define and create client business review standards and expectations for consistent communication with accounts, including frequency of scheduled contact and topics for review.
• Serve as the program training expert – with customers and team - on features and functions of the program, proactively recommending areas and creating plans to advance additional training and development for each customer account.
• Respond timely and completely to customer communication, ensuring our service level standards are achieved.
• Serve as a role model for team exemplifying expectations for client interactions, business reviews, Prior authorization and biling services, expected company culture, and performance expectations.
• Responsible for developing collaborative relationships with internal departments and acting as a champion for client and team member needs
• Utilize all educational and training resources available to maintain knowledge of features and functions of the software. Take personal accountability for recognizing areas of development for self and team.
• Provide ongoing coaching and feedback with team members on performance of job functions and career development; In collaboration with manager, perform disciplinary actions as needed.
• Responsible for reviewing timecards, monitoring and approving PTO in corporate HR tool
• Oversee special projects as assigned.

Experience, Skills and Qualifications:  

• BA or BS in Business or related field or equivalent work experience preferred
• 5 + years in customer account management, technical support or SaaS account management position preferred
• Ability to have flexibility in dealing with workday emergencies and attend to critical customer issues in a timely manner and an appropriate sense of urgency.
• Seasoned aptitude to analyze data issues and troubleshooting problems with customer data.
• Proven display of interest in customer and colleague success through sharing of knowledge, ideas, tips and experiences.
• Strong self-starter, including strong multi-tasking capability, track record of managing multiple client accounts with shifting priorities and details in a fast-paced environment.
• Strong experience and comfort level with MS office products, especially Excel.
• Experience using a CRM toolset, preferably SalesForce.com
• Excellent communication skills, including proven ability to deal with competing goals and the ability to achieve compromise outcomes.
• Demonstrated ability to maintain professional demeanor and confidentiality
• Ability to professionally and calmly communicate in both written and verbal forms with all levels of customer staff and management.
• Strong comfort level with presenting to customers and C-level leadership both remotely or in-person.
• Role models a passion for working with customers, proactive problem-solving, and embodying a culture to exceed expectations.
• Knowledge of operations in infusion center environment a plus

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 86,800 - 144,600 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

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