Supervisor, Indexing Operations

🕒 Outubro 16

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $48.000 - $69.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

⚙️ Operações

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MRO

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1001 - 5000 funcionários

🏥 Saúde

☁️ SaaS

📋 Conformidade

💰 Series unknown em 2019-11

Healthcare • SaaS • Compliance

A MRO é uma empresa de software de saúde empresarial que fornece uma Plataforma de Intercâmbio de Dados Clínicos (CDXP) e soluções modulares para curar, normalizar e trocar dados clínicos com segurança entre provedores, pagadores, registros e solicitantes de dados clínicos. A MRO ajuda hospitais, sistemas de saúde, práticas ambulatoriais e pagadores a otimizar a liberação de informações, fluxos de trabalho de conformidade, relatórios de qualidade/MIPS, rastreamento de ACO e inteligência clínica conectando-se a centenas de prontuários eletrônicos de saúde (EHRs) distintos, reduzindo a carga administrativa e acelerando a entrega de cuidados focados no paciente. A empresa enfatiza a segurança e a conformidade regulatória e foi reconhecida com prêmios Best in KLAS por Liberação de Informação.

Descrição

• Manage daily performance, attendance, and productivity of onshore Indexing Quality Specialists • Monitor queue volume and throughput; escalate capacity issues to the Business Line Manager • Partner with the QA Lead on quality calibration and individual coaching plans • Conduct 1:1s, performance reviews, and coaching or corrective action as needed • Provide operational oversight of GCC indexing performance, including quality, productivity, service levels, and adherence to established workflows • Review GCC performance metrics and trends, identify areas for improvement, and drive accountability through established governance and escalation processes • Coordinate with GCC leadership on staffing, workflow management, escalation handling, training, and shift coverage needs • Report performance and quality metrics to the Business Line Manager • Serve as the primary client-facing operational contact for indexing services, participating in client discussions, status reviews, performance reporting, and issue resolution activities • Prepare and communicate service-line performance metrics, quality results, operational risks, and improvement initiatives to internal leadership and clients • Own operational follow-up and action planning related to client feedback, escalations, and service-level commitments • Monitor end-to-end indexing performance across all delivery teams and recommend process improvements to increase quality, efficiency, and client satisfaction • Support service-line growth initiatives, operational readiness activities, and implementation of new client requirements as needed • Lead by example and foster a positive, accountable team environment that supports consistent quality for the client • Perform other duties as assigned

🎯 Requisitos

• High School Diploma or equivalent required • College degree with preferred concentration on statistical, accounting, or similar disciplines • Prior experience supervising hourly/production staff, ideally in a QA or document review environment • Comfort with metrics-driven performance management — this is a must • Experience partnering with or overseeing remote or distributed teams preferred • Familiarity with HIPAA/PHI handling expectations • Experience managing vendor, offshore, or global delivery operations preferred • Experience in client-facing operations, account support, or service delivery leadership preferred • Strong analytical and reporting skills with the ability to interpret operational performance metrics and develop action plans • Demonstrated ability to influence cross-functional teams and partners without direct authority • Experience performing or leading indexing, document classification, document review, data validation, medical record review, or other production-based quality review functions required • Demonstrated understanding of indexing workflows, quality controls, productivity management, exception handling, and accuracy standards

🏖️ Benefícios

• Medical insurance • Dental insurance • Vision insurance • Life insurance • 401(k) plan • Remote work arrangement

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