The Director oversees technical support and client satisfaction for Experian's Claims Source, leading a team to optimize processes through automation and AI. They handle client issues, manage projects, and maintain relationships while ensuring deliverables are accurate and complete.
As the Director, Customer and Product Operations Support of Claim Source, you will report to Experian Health, oversee advanced technical support, client satisfaction, and process optimization for Experian's Claims Source product.
You will ensure resolution of client issues, guide efficiency through automation and AI enabled enhancements. You will lead a team of specialists dedicated to delivering high-quality support, and partner with clients, our teams, and partners to promote product effectiveness.
- 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
Qualifications
- 5+ years' experience Healthcare Revenue Cycle experience
- Bachelor's degree or equivalent experience
- 2+ years' experience with people management is beneficial
- 3+ years' experience with hands-on hospital and physician billing
- 2+ years' experience with Salesforce is beneficial
- 2+ years' experience with project management
• • 3+ years's experience with ICD-10, CPT-4, 837 formats, UB04/1500/ADA claim forms
Top Skills
Salesforce
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
