Solution Manager

About the Role

The impact you will make

The Solutions Manager acts as the "concierge" for FinThrive clients. This role is committed to providing a superior customer service experience by using in-depth product knowledge,
detailed troubleshooting, and quality technical support when resolving post-implementation issues. As a part of the Solutions Manager team, you'll be exposed to the many facets of FinThrive as well as career growth opportunities. Communication and time management skills are critical.

What you will do
Major Responsibilities/Activities:

Deliver superior customer service while diagnosing and resolving client applicationdata, and connectivity issues in accordance with internal policies, providing clear and concise documentation

Provide coordination and clear communication via phone, email and Salesforce on a case or other client support activities to both internal and external customers

Organize, investigate, and resolve assigned work in a timely and effective manner

Assist with software testing releases

Interface/communicate with other departments to ensure product maintenance utilizing established procedures

Support application functionality and remains current on release updates and product knowledge

Document support calls/cases and resolution for future reference and reporting

Adhere to established procedures of documenting cases

Document software/product bugs for development staff

Provide additional client support

What you will bring

Graduation Degree or equivalent Healthcare Revenue Cycle experience required 2+ years of experience working in US Healthcare industry and is familiar with terminologies

Ability to communicate with internal and external customers, in a clear, understandable and professional manner on the phone, via email and in person;and the demonstrated use of excellent written (i.e. good grammar/spelling) and verbal communication skills.

Demonstrate professional motivation, steadiness and dedication and the ability to develop and maintain successful, long-term, relationships with key industry/payer/client contacts.

Experience showing initiative, including anticipating customer needs and going the extra mile to ensure an engaging and positive customer experience

Ability for critical thinking for continuous improvement around customer experience and operations

Proven knowledge and experience in customer experience and support including issue resolution management

Demonstrate organizational, problem solving, time management and analytical skills.

Demonstrated experience communicating effectively with a customer and simplifying complex information

Demonstrated ability to work in a team environment that requires quick turnaround and quality output.

Demonstrated ability to meet performance objectives, including all applicable service level agreements

Ability to multi-task and prioritize departmental functions to meet both timed deadlines and quality expectations with great attention to detail

What we would like to see

Experience with Salesforce
Proficient in Microsoft Office (Word, Excel, PowerPoint and Outlook.)
Some Understanding of data connection types (VPN, Web Service, SFTP)
Ability to quickly learn new processes and/or applications
Strong attention to detail
Experience collaborating with multiple teams or departments
Experience in an environment that requires understanding and compliance to applicable State and Federal requirements
Demonstrated ability to work independently within cross-functional teams, manage simultaneous assignments and eectively prioritize workload with competing priorities

Available to work in US shift timings
o 6 PM to 3 AM IST (7:30 AM to 4:30 PM CST) or,
o 12 AM to 9 AM IST (1:30 PM to 10:30 PM CST) or,
o 9 AM to 6 PM IST (10:30 PM to 7:30 AM CST)

About FinThrive

FinThrive is advancing the healthcare economy. FinThrive formerly nThrive and acquired companies, TransUnion Healthcare and PELITAS is advancing the healthcare economy. We rethink revenue management to pave the way for a healthcare system that ensures every transaction and patient experience is addressed holistically. We are making breakthroughs in technology developing award-winning revenue management solutions that adapt with healthcare professionals, freeing providers and payers from complexity and inefficiency, so they can focus on doing their best work. Our end-to-end revenue management platform delivers a smarter, smoother revenue experience that increases revenue, reduces costs, expands cash collections, and ensures
regulatory compliance across the entire revenue cycle continuum. We have delivered over $10 billion in net revenue and cash to more than 3,245 customers worldwide. When healthcare finance becomes effortless, the boundaries of what is possible in healthcare expand. For more information on our new vision for healthcare revenue management, visit FinThrive.com

Award-winning Culture of Customer-centricity and Reliability

At FinThrive we are proud of our agile and committed culture, which has led to certification as a "Great Place to Work" since 2017. We are honored to have also been ranked #21 among the Best Workplaces in Healthcare for 2023, and we know that it's our collective dedication that makes FinThrive an exceptional place to work.

Our Perks and Benefits

FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits.

Term life, Accidental & Medical Insurance
Professional development opportunities
Company transport (home pick up & drop facility)
One time meal while working from office
32 days paid time off in a year (including sick/casual/earned leave)
12 weeks of paid maternity & 5 days Paid paternity leave
13 Company Holidays
Great work life balance

FinThrives Core Values and Expectations
Demonstrate integrity and ethics in day-to-day tasks and decision-making, adhere to FinThrive's core values of being Customer-Centric, Agile, Reliable, and Engaged,operate effectively in the FinThrive environment and the environment of the workgroup, maintain a focus on self-development and seek out continuous feedback and learning opportunities

Support FinThrive's Compliance Program by adhering to policies and procedures about HIPAA, GLBA, FDCPA, FCRA, and other laws applicable to FinThrive's business practices; this includes becoming familiar with FinThrive's Code of Ethics,attending training as required, notifying management or FinThrive's Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations