Manager, Managed Services

As a Manager you would be poised to become a crucial leader within a dynamic & expanding team, tasked with supporting the Senior Manager in delivering a smooth client experience for our Managed Services offerings.   

In this position, your responsibilities will encompass overseeing a team of 50-60 analysts as well as supporting project implementation and steady state. You will utilize various tools including Salesforce.com, Talkdesk, Phreesia dashboard, Client applications, and Payor portals to gather valuable data and generate informative insights that contribute to enhancing our outcomes. 

Phreesia is responsible for overseeing Patient information, which encompasses confidential Protected Health Information (PHI), therefore, it is imperative for this team to adhere to all HIPAA guidelines and uphold rigorous standards for quality control and data integrity. Your role will involve managing, coaching, and mentoring the team to enhance their performance, streamline processes, and foster team growth.  

We are seeking a candidate who is a strong communicator, data-driven, detail-oriented, and excellent  

problem solver. It’s vital that you have experience on managing a large team and managing projects.  

You will:  

• Take ownership and accountability for pod/client responsibilities and manage the team’s objectives and performance   

• Independently communicate with clients, managing their feedback and working towards process improvement  

• Analyze data for your portfolio of clients and recommend changes to drive increased productivity, higher margin, and more effective resource management   

• Consistently optimize workflows and appropriately cascade information to coach the team of analysts 

• Lead workstreams within the Phreesia implementation projects and maintain complete understanding of contract deliverables and appropriate project scope 

• Actively participate in the interviewing & hiring process for Managed Services  

• Understand the process and generate ideas on ways to transform the process with automation,  benchmarking with best in class, and using quality methodologies  

• Identify/discuss/mitigate any resource-related challenges  

• Consistently identify project risks and independently implement mitigation strategies 

• Provide valuable feedback & manage your teams performance   

• Data Integrity: Ensure data cleanliness, monitoring, and integrity across all reporting 

You should have:  

• Player/Coach Skills: Ability to manage a team while also managing your own set of  Projects & Implementations of Enterprise clients.

• Communication Skills : Knowledge & skills to manage a Voice process, call handling skills, client communications. Proactively & effectively communicate processes & strategies with your direct reports. Superior leadership, influence, interpersonal communication, presentation, meeting facilitation, and telephone skills .

• Project Management Skills: Successful project manager with the ability to lead multiple large, complex projects at once 

• Organizational Skills: Ability to multi-task, prioritize, and process oriented  

• Self-Starter: Self-motivated and looking to learn 

• Attention to Detail: Exceptional attention to detail and double-checking work  

• Problem Solving: Ability to work through complex problems and identify potential  solutions  

• Technical Proficiency: Proficiency in Excel is a must, and experience with Salesforce is a plus  

• Tools Familiarity: Prior experience with Salesforce.com, TalkDesk, various EHR/PMS insights would be a plus. US Healthcare knowledge would be an added advantage. 

• Education: Bachelor's degree (Master’s is a plus)  

• Experience: Minimum of 7-9 years of experience in Managerial role.  

Working Hours: 6:30 PM to 03:30 AM IST Onwards 

Weekly Rejuvenation breaks - Saturday & Sunday