Senior Manager, Fraud Capture – Customer Support

This is a fully remote position, open to applicants in Texas.

📋 Description

• Act as the primary advocate for clients and a leader in support for FraudCapture.

• Oversee client support, training, onboarding, and enablement initiatives.

• Manage training for new clients, implementation workshops, hyper-care sessions, and ongoing office hours.

• Develop and deliver training curricula for investigators, analysts, and supervisors.

• Administer client user account setup, including onboarding, offboarding, role-based access, role modifications, and maintenance of access.

• Create and oversee client communications regarding outages, resolutions, feature launches, and policy updates.

• Serve as a point of escalation for intricate user inquiries, system configuration challenges, and workflow troubleshooting.

• Handle user defect intake, triage, complete defect management, SLAs, client communication, and tracking of resolutions.

• Publish reports on defects and trends.

• Monitor the adoption of products, effectiveness of training, and support trends, offering recommendations for enhancements.

• Manage training materials, videos, how-to guides, role-based job aids, and quick-start resources.

• Take ownership of release notes and “What’s New” updates.

• Manage, coach, and scale the customer support team, including hiring, onboarding, scheduling, and performance oversight.

• Develop and refine support processes and SLAs, encompassing response times, resolution targets, escalation protocols, ticket quality, and metrics for customer satisfaction.

• Assist with CMS certification and reporting obligations.

• Collaborate with Product Management, Engineering, QA, Account Management, Sales, Customer Success, Medicaid agencies, managed care organizations, and program integrity teams.

• Support demonstrations, proof points, and RFP submissions.

• Travel to client implementations, training sessions, conferences, and strategic meetings.

⛳️ Requirements

• Bachelor's degree or an equivalent combination of education and experience.

• Over 5 years of hands-on experience in healthcare fraud and abuse investigations.

• In-depth understanding of healthcare fraud, waste, and abuse detection analytics and case management systems.

• Leadership experience in customer support, customer success, or services for SaaS software solutions.

• Demonstrated success in designing and implementing training programs and managing client engagements.

• Strong background in defect management and effective communication with both technical and non-technical stakeholders.

• Excellent analytical and business problem-solving abilities.

• Exceptional written and verbal communication skills.

• Capability to manage multiple tasks while working independently.

• Ability to establish operational priorities and objectives with minimal guidance.

• Investigative credentials such as CFE or AHFI, along with prior leadership experience in PI/MFCU/SIU.

• Experience in supporting or managing certified coders is advantageous.

• Willingness to travel approximately 10–25% of the time.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Access to technical credentials and certifications.

• Generous and flexible vacation policy.

• Educational assistance.

• Leadership and technical development programs.

• 401(k) employer matching.

• Comprehensive health benefits.

• Travel expense reimbursement may be offered as a form of compensation.