Sr. Manager, Professional Services

Convey Health Solutions•Fort Lauderdale, FL

About The Position

Reporting directly to the Senior Director of Professional Services, the Senior Manager of Professional Services plays a pivotal role in overseeing the creation, management, and maintenance of all operational documentation within the organization. This role ensures that all processes, procedures, job aids, and policies are accurately documented, easily accessible, and regularly updated to reflect current practices. The Senior Manager will work closely with various departments to ensure documentation supports operational efficiency, compliance, and continuous improvement. This position requires a professional capable of driving departmental change and maintaining high standards for enterprise documentation and training materials.

Requirements

Bachelor’s degree in Technical Writing, Healthcare Administration, Business Administration, or a related field.
5-7 years of experience in Medicare operations, documentation management, or a related field.
Proven hands-on experience and demonstrated success in a managerial or leadership role, with a track record of successfully leading documentation projects and teams.
Excellent written, verbal and presentational communication skills with the ability to communicate at all levels and establish good working relationships and interaction with executives and/or senior management
Good written, verbal and interpersonal communication skills.
Excellent organizational skills and attention to detail.
Analytical / problem-solving skills
Supervisory/Management skills
Ability to read, analyze, and interpret technical journals, financial reports, and legal documents.
Ability to effectively present information to top management, public groups, and/or boards of directors.
Skill in organizing and prioritizing tasks.
Must be able to multi-task and think quickly.
Ability to analyze data and prepare reports.
Ability to understand and carry out complex oral and written instructions.
Ability to be flexible and juggle many assignments or projects at the same time.
Ability to manage open requests and follow up when necessary without outside direction.
Ability to manage time effectively with strong attention to detail.
Ability to constantly meet deadlines.
Ability to interact politely, tactfully and firmly with a wide range of people and personalities.
Ability to work in an environment with potential interruptions.
Ability to manage multiple simultaneous tasks with individual timeframes and priorities.
The ability to generate positive relationships with internal and external business associates as well as foster a team environment through excellent leadership and management skills.
Strong change management skills and ability to thrive in a dynamic and fast-paced environment.

Nice To Haves

Master’s degree preferred.

Responsibilities

Develop and implement a comprehensive documentation strategy that aligns with organizational goals and regulatory requirements.
Oversee the creation, review, and maintenance of operational documents, including standard operating procedures (SOPs), job aids, process maps, and training materials.
Proactively collaborate with stakeholders to ensure documentation remains current following changes driven by, but not limited to, the normal course of business, Medicare guidance, and change management initiatives.
Ensure all documentation is accurate, up-to-date, and compliant with industry standards and regulations.
Evaluate documentation effectiveness and continuously refine materials based on feedback and performance metrics.
Lead and mentor a team of documentation specialists, providing guidance and support to ensure high-quality output.
Foster a collaborative and innovative team environment that encourages continuous learning and improvement.
Work closely with department heads and subject matter experts to gather information and ensure documentation accurately reflects current processes and procedures.
Facilitate regular reviews and updates of documentation to incorporate feedback and changes in operational practices.
Implement and maintain quality control processes to ensure the consistency and accuracy of all documentation.
Conduct regular audits of documentation to identify areas for improvement and ensure compliance with internal and external standards.
Remain abreast of changes in CMS regulations and ensure documentation is updated accordingly.
Develop and deliver training programs to educate employees on the use and importance of operational documentation.
Provide ongoing support to ensure employees can effectively access and utilize documentation.
Evaluate and implement documentation management tools and/or knowledge management tools and technologies to enhance efficiency and accessibility.
Maintain current knowledge of industry trends and best practices in documentation management and incorporate them into the organization’s processes.