Customer Enablement & Performance Manager

Most job postings are the same (and can be pretty boring, right?!). That's why we want to start out by telling you what's in it for you:

• We have an amazing platform that maximizes revenue for thousands of healthcare organizations across the country!
• We embrace diversity in a serious way! We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
• We celebrate and promote career growth and advancement.
• We have an awesome on-demand learning program.
• We do fun stuff like remote Cooking Classes, Yoga Sessions & Mixology Classes because we like to have fun!
• We have an awesome benefits package with Medical, Dental & Vision Coverage & 401K (with company match).
• We have an unlimited vacation policy - that's right, take vacation when you want and come back to work refreshed!

We have cool Peer Nominated Awards & Recognition because we like to celebrate our employees 

We are hiring for a Customer Enablement & Performance Manager role. This is a hybrid role responsible for managing and developing a team of Customer Enablement Advisors while actively leading the evolution of our audit services into a continuous improvement program. This role balances people leadership with hands-on auditing and customer coaching, serving as a lead advisor who mentors team members and delivers high-impact, performance-focused guidance to customers. Working closely with the leader of the Training and Enablement department, the manager helps shape program strategy, designs and implements coaching initiatives, supports advisor onboarding and development, maintains program documentation, and serves as an escalation point for complex customer performance situations, ensuring consistent value, accountability, and measurable improvement for both customers and the enablement team. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but not limited to:

• Team Management: Oversee and manage the Customer Enablement Advisors, including performance reviews, scheduling, and professional development.
• Hands-On Auditing & Coaching: Continue to participate in audits alongside the team, serving as a lead advisor who mentors and coaches both the team and clients.
• Program Leadership: Lead the design and implementation of our new coaching and continuous improvement initiatives, working closely with the director to shape strategy.
• Customer Engagement: Act as a primary coach for customer-facing sessions, ensuring customers receive high-value guidance and see measurable performance improvements.
• Support onboarding and ramp-up of new Customer Enablement Advisors through structured training and shadowing
• Manage program documentation, version control, and knowledge sharing across the enablement team.
• Serve as an escalation point for complex or sensitive performance-related customer situations.

Required Skills

• Strong background in auditing and customer enablement.
• Experience in a leadership role with both team management and coaching responsibilities
• Proven ability to mentor and develop staff.
• Excellent communication skills and a talent for building client relationships.
• Ability to employ sound judgment to prioritize needs and tasks
• Demonstrated verbal and written communication skills
• Compliance and revenue cycle coding/auditing experience preferred
• Ability to be flexible and respond positively in dynamic environments
• Proficient understanding of medical records, hospital bills, and regulatory compliance.
• Comprehension of chart review systems, clinical record information systems and coding methodologies

Education and Experience

• Four-year college degree or Equivalent experience
• Five or more years of healthcare coding and or auditing experience required.
• RHIA/RHIT and/or CCS/CPC required
• Proven leadership and mentoring skills