Platform Operations Manager

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.  

We are seeking a motivated and multi-talented individual with strong customer service to join our Product team as the Platform Operations Manager reporting directly to the Director, Product, located in MN. The Platform Operations Manager will lead, coach, and mentor a team of talented Technical Customer Care staff to ensure enhanced performance, growth, and development. This role will provide technical leadership and support to our tier 1 technical customer care team and hands on tier 2 support ensuring smooth integration and support for our newly acquired companies, optimizing their experience. This supervisory role must have strong communication skills and deliver SLA performance while driving the company core values. This is a front-line manager position, with hands-on support directly managing up to 12 Technical Support staff.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Support new agencies onboarding, ensuring proper channel connections including Trading Partner, Direct Connect, Eligibility, EVV connection (complete attestations and receive/enter credentials), and other required connections.
• Subscription Management- creating new subscriptions by adding new services, states and feature combinations when entering new markets.
• Monitor dashboards and logs for system errors, raise alerts if issues arise.
• Maintain accurate billing rates, service codes, and system configurations- updating as needed and adding new ones when required.
• Evaluate service definitions and make logical service line/type/code connections to support new services.
• Maintain licensing compliant default care delivery documents for each state and program by creating and updating the documents in Pavillio UI.
• Provide oversight and technical support for billing to ensure successful claim submission to payers.
• Review EDI files when rejections occur to locate the cause and provide a resolution.
• Work with the implementation team to assist with import related questions and maintain proper template specifications.
• Work with Availity or other clearing house/payor partners to ensure proper EDI communication.
• Develop and maintain technical documentation, knowledge base articles, and training materials to support effective onboarding and ongoing support.
• Act as a liaison between technical teams, product management, and customer care to communicate issues, prioritize enhancements, and drive resolution of complex technical challenges.
• Provide Tier 2 technical support for system administration, including troubleshooting and resolving complex issues related to application performance and system configurations.
• Communicate clearly and effectively, aligning team members to organizational goals and SLAs.
• Adhere and enforce established policies and protocols ensuring alignment of goals and guidelines.
• Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.
• Lead and mentor a team of professionals, managing performance to achieve team and organizational objectives.

• Other duties as assigned by supervisor or HHAeXchange leader.

• Travel 10%, including overnight travel

• 5+years of experience in system admin, with focus on SaaS applications and infrastructure.
• 2+ years of people management experience
• Excellent customer service, communication skills and proficiency in Salesforce, Jira, Confluence.
• Experience providing technical support to end-users, including troubleshooting complex application issues, and assisting with user training.
• Prior experience working in the healthcare industry or healthcare SaaS applications, with an understanding of industry specific challenges and regulations.
• Strong organizational skills and ability to manage priorities and workflow.
• Detail oriented with strong technical skills.
• Proven interpersonal, collaborative, and relationship building skills.
• Passionate about customer service and delivering value to customers.
• Experience with SMB / non-tech savvy personas a plus.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.