Manager of Operations, Medical Billing

2 weeks ago

Toronto, Ontario, Canada WELL Health Technologies Corp Full time

Who we are

We are an innovative technology-enabled healthcare company whose overarching objective is to positively impact health outcomes by leveraging technology to empower and support healthcare practitioners and their patients.

Our practitioner enablement platform includes comprehensive end-to-end practice management tools, including virtual care and digital patient engagement capabilities, Electronic Medical Records (EMR), data protection services, and Revenue Cycle Management (RCM) through our DoctorCare solution.

We ownand operateCanada's largest network of outpatient medical clinics serving primary and specialized healthcare services and is the provider of a leading multi-national, multi-disciplinary telehealth offering.

The opportunity

WELL Health Billing and Back Office Division, including DoctorCare, Doctors Services Group, Secure Solutions, and more, is disrupting how billing services are delivered to doctors across Canada. Our solutions streamline operations, decrease costs, and keep processes up-to-date. We take the administrative burden of complex medical billing off doctors' plates, enabling them to focus on what really matters: cutting wait times and improving the delivery of care and the patient experience.

We are looking for a people leader to join us as aManager of Operations, Medical Billing on a maternity leave contract.Reporting to the Director of Client Success, you will guide and support the work of a team of medical billing experts based in Burlington and Rockwood, Ontario. You will take ownership of operations to ensure efficiency and outstanding client satisfaction through innovative service offerings and streamlined processes.

Who you are

You are an insightful leader who demonstrates and applauds initiative and accountability. You believe in fostering a positive, growth-oriented culture where colleagues support each other and work towards accomplishing the greater company mission.

Whether you have a management background in retail, hospitality, banking, startups or directly in healthcare this is the purpose-driven role to consider.

This hybrid opportunity requires the flexibility to work alongside teams in Burlington, and Rockwood, and attend regular meetings in Toronto up to 2 times a month.

What's in it for you

Purpose.We are a mission-driven organization where everyone is focused on making a difference. You will make a measurable impact on our healthcare system, supporting a team delivering a high-value service to our client base.

Autonomy and influence.This is an exciting opportunity to be part of a growing portfolio of companies solving complex problems in healthcare with innovative technology and exceptional service. You will draw on your experience and insights as well as the expertise of our client success and strategy leaders to introduce best practices and processes.

You will:

  • Lead a team.You will direct and mentor a dedicated team of medical billing experts, ensuring we have the systems and processes in place to exceed client expectations. You will nurture and grow your team, building out recruitment, onboarding, training, professional development, and performance management plans. You will conduct individual and team meetings regularly, increasing trust and communication.
  • Manage daily operations.You will oversee the billing department, including medical coding, claims submissions, error reconciliation, payment posting and accounts receivable follow-up. You will monitor and manage business KPIs, team SLAs, and client satisfaction, targeting robust NPS and retention goals.
  • Optimize.You will identify gaps and implement tools and best practices. You will work with other designated senior team members to design, document and deploy processes that improve, align, and expedite our work.
  • Prioritize client engagement.You will foster relationships with clients and grow your industry expertise to identify opportunities for increasing service offerings. You will work closely with the Sales team to provide a smooth and responsive onboarding.
  • Support.You will liaise with relevant healthcare departments, such as the Ministry of Health, for client inquiry investigations and escalations. You will stay up-to-date on healthcare policies and their impacts on our business and clients.
  • Continuously improve.You will create an environment that encourages idea-sharing. You will regularly reassess and optimize service delivery, always seeking better, more efficient ways to serve our clients. You will actively listen to clients and team members to collect and apply valuable feedback and recommend service enhancements to senior leadership.

Here's what you bring:

  • The motivation.You want to channel your experience and your natural leadership and problem-solving energy into a new, in-demand industry, healthcare technology.
  • The leadership.You have proven success in a management role, overseeing a team, building customer relationships, managing P&L, resources, and deliverables, and meeting quarterly and annual performance or revenue goals. You are passionate about team development, process improvement, customer success and bringing it all together. You can gain trust and respect to build collaborative relationships. You have professional and flexible communication skills. You stay calm under pressure, can overcome objections, and manage conflict.
  • The growth mindset.You are smart and humble, and you continuously seek new knowledge to expand your thinking, support others, and solve problems. You operate with the highest degree of integrity, acknowledge and learn from mistakes, and look for ways to improve.
  • The technical skills.You believe in leveraging technology to introduce efficiency. You can come up to speed on new tools, including Electronic Medical Records (EMR) software, Salesforce, and JIRA or another project management tool. You are proficient with Microsoft Office.
  • The flexibility.You can travel as needed to Burlington, Rockwood, and Toronto.

Why join us?

Healthcare is our sector, and we know that for WELL to be a winning team, we must provide an open environment to prioritize health and wellbeing and multiple resources to discuss mental, physical, and psychological needs openly. From the CEO to the newest hire, everyone comes together as part of our culture of respect, openness, support, and communication. We unite to empower each other to be the best we can be.

We recognize that the best way to serve our diverse patient communities is by reflecting that diversity. With almost 65% of our team members identifying as female and 70% of our leadership identifying as a visible minority, we are proud of our diverse, equitable and inclusive organization.

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