Our mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research. Our team is building a disruptive, oncology-specific software platform that connects cancer centers across the world on a common technology infrastructure to address key healthcare challenges. Today, the Flatiron Health OncologyCloud™ platform includes the industry-leading electronic medical record for oncology, a first-of-its-kind analytics tool, patient portal, and integrated billing management. Our goal is to help cancer centers leverage real-world oncology data at a scale and clinical depth never before seen, to advance cancer care and accelerate research.

As the Operations and Implementation Manager, you will work together with our account management, operations, customer success, product teams and subject-matter expertise teams at Flatiron to ensure the quality, efficiency and performance of our oncology customers’ Revenue Cycle Management (RCM) operations. You will manage our relationships with business partners both domestic and international, and support our new client implementations to help align with best practice workflow and revenue optimization.

Responsibilities:

Manage and Optimize Vendor Relationships

• Define and implement quality programs for key partners, including holding partners accountable for results
• Oversee quality and compliance audits for revenue cycle operation
• Serve as primary point of escalation for US based staff regarding overseas operations, and manage escalations from customers and internal stakeholders to resolution
• Help operationalize new service offerings or modifications to partner processes, including documenting process and ensuring accurate adoption by all teams
• Work with US based teams to optimize relationship with vendors, both overseas and domestic
• As new potential vendors are surfaced, the manager will own creating operating norms with vendors and implementing new processes to ensure successful and efficient adoption
• Define data requirements to measure results for effective vendor relationships and work with Product and Eng teams to measure those metrics
• Review existing workflows and push for consistency and transparency to ensure scalable business infrastructure
• Look for opportunities to reduce manual processes, both for partner operations and Flatiron teams in order to reduce level of effort required to support a client
• Help manage the inputs to gross margin with the intention of maintaining or improving margin for RCM clients

Implementation Expert

• Expert understanding of RCM processes, especially those that involve partner operations and handoffs between clients and partners
• Work with Engagement Managers to scope required workflows for new clients, aligning those workflows with best practice for our overseas operations and supporting the roll out of processes across all teams
• Help translate client asks and requirements to actionable and efficient workflows
• Help Engagement Manager’s define implementation timelines for new clients, being mindful of capacity and opportunity costs of decisions, work with both teams to ensure we optimize for results and minimize costs
• Hold vendor partners accountable for client results, and work with vendor partner to adjust processes as necessary to meet quality requirements

About You:

• This position requires outstanding problem-solving, analytical and communication skills; experience leading complex operations spanning multiple teams and stakeholders
• Ability to explore and interpret process workflows, data, and metadata to synthesize and execute strategies for process improvement
• Operationally minded person who seeks to create standardized processes
• Demonstrated ability to carry a collaborative culture and management style to interactions with internal and external stakeholders
• Proven success in a client services organization
• Ideally, experience with business process optimization and RCM technology or workflow implementations
• Willingness to travel overseas up to 8x per year or as necessary, additional client travel required, likely overall travel around 50%

Bonus Points:

• Strong data analysis and data storytelling skills
• Proven ability to think outside the box, optimize processes and lead change
• Strong organization and project management skills
• Previously played a key role in growing a large operations team
• Lean Six Sigma certified