Manager - Process Coach

About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals.

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.
Job Summary:
The Manager – Process Coach oversees the performance of lead Coaches and Assistant Managers, ensuring end-to-end management of floor support and training/post-training effectiveness. This role is responsible for strategy, training request management & delivery, escalation handling, and driving improvements across training support systems.
Key Responsibilities:
•Set and monitor utilization targets and resolution rates for the Process Coach team
•Oversee the execution of support schedules, coaching interventions, and performance tracking
•Collaborate with training and onshore teams to ensure knowledge consistency and process accuracy
•Drive innovations in floor support operations, including tool enhancements and automation solutions
•Analyze trends in ramp performance and bottom quartile movement, proposing corrective actions
•Ensure proper documentation and reporting of trainee progress, quality reviews, and coaching records
•Build capability within the team through structured L&D programs and regular knowledge-sharing sessions
•Manage escalations and stakeholder communications, ensuring timely resolution and feedback loops
•Support strategic decision-making by providing data-driven insights to senior leadership

PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.