Sr. Manager, Training & Performance Excellence

PURPOSE AND SCOPE:

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Training, Enablement & Knowledge Sharing

• Lead the design, delivery, and continuous improvement of training programs that enhance performance, compliance, and operational effectiveness.
• Serve as a subject matter expert and trusted advisor, providing knowledge sharing and education across cross‑functional business units beyond the internal team, including Payor Strategy & Relations and enterprise leadership forums.
• Ensure training content aligns with current policies, procedures, regulatory requirements, and strategic priorities.

Performance Excellence & Improvement

• Drive performance improvement initiatives through data analysis, root cause identification, and execution of targeted improvement strategies.
• Participate in and/or project‑manage key strategic initiatives focused on enhancing quality, productivity, compliance, and overall performance outcomes.
• Establish performance metrics, dashboards, and reporting to monitor progress, identify trends, and support leadership decision‑making.

Quality Assurance

• Develop, implement, and oversee quality assurance frameworks to ensure consistency, accuracy, and adherence to established policies and standards.
• Partner with operational leaders to identify quality gaps and implement corrective and preventive action plans.
• Promote a culture of accountability, continuous improvement, and quality excellence across teams.

Policy & Procedure Governance

• Lead cross‑collaborative efforts to create, maintain, and continuously improve policies and procedures in partnership with operational, compliance, and business stakeholders.
• Ensure policies and procedures are clearly documented, communicated, trained, and operationalized across impacted teams.
• Act as a liaison between business units to ensure alignment, consistency, and clarity in policy interpretation and execution.

Leadership & Executive Engagement

• Demonstrate strong executive presence when interacting with senior leaders, presenting insights, influencing outcomes, and facilitating decision‑making.
• Confidently communicate complex performance, quality, and training concepts to diverse audiences, including enterprise‑wide executive leaders.
• Build and maintain effective relationships across cross‑functional partners to drive alignment and shared ownership of outcomes.

• Provide technical guidance.

• Assist with various projects as assigned.

Additional responsibilities may include focus on one or more departments or locations.  See applicable addendum for department or location specific functions.  

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISION:

• May be responsible for the direct supervision of various levels of revenue cycle and/or reimbursement staff.

EDUCATION:

• Bachelor's Degree required or a combination of education and equivalent experience, Advanced Degree desirable.

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