Director, Customer Experience

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.   The Director, Trading Partners is a critical and dynamic leadership role that is responsible for owning HHAeXchange’s trading partner relationships with clearinghouses and 3rd party EDI vendors. The Director of Trading Partners’ success will be measured by improving performance outcomes with trading partners through proactive outreach, adherence to EDI standards, reduced rejection rates, and minimized provider and payer support escalations. The ideal candidate will have a strong background in healthcare and / or Medicaid homecare, revenue cycle, and EDI integration.  To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential Job Duties

• Develop, own, and oversee HHAeXchange’s trading partner relationship playbook to deliver value through proactive outreach, adherence to EDI standards, seamless data exchange, reduced rejection rates, and minimized provider and payer support escalations.
• Manage all trading partner KPI’s and report monthly on performance to trading partners, executives and key stakeholders.
• Collaborate with the Revenue Cycle Operations team, the Operations Command Center, Payer & Provider CSM, Product, Engineering, and Technical Customer Care groups to align on interoperability best practices and set a standard for how HHAeXchange works with trading partners.
• Lead, coach, mentor, and optimize the Trading Partner Management team
• Other responsibilities as communicated, align with typical leadership responsibilities (i.e. owning and managing daily standups, weekly and monthly meetings, and 1:1’s, etc..).

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

• Travel 10-25%, including overnight travel

Required Education, Experience, Certifications and Skills

• 10+ years of experience in trading partner management with a focus on building collaborative, aligned relationships.
• Preferred understanding of the 21st Century CURES Act and corresponding EVV requirements, Medicaid revenue cycle, EVV aggregation, and EDI standards.
• An engaging leader with an executive presence who sets and maintains high standards, leads by example, and holds themselves and their staff accountable in over-achieving KPI’s and providing an exceptional customer experience.
• Strong project management acumen with the ability to drive operational excellence through partnership with cross-functional teams.
• Strong customer-facing presence with the ability to interact with customers and 3rd parties.
• Demonstrated experience in building scalable and repeatable processes in a system of record SaaS healthcare organization.
• Track record of hiring, training, coaching, mentoring, and retaining high performing staff.
• Exceptional communication skills, both written and oral.

The base salary range for this US-based, full-time, and exempt position is $145,000 - $160,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values. This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs. 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.