Job Title: Sr Manager, Professional Services

Position Summary: 

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.

Essential Duties and 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.

Team Leadership:

• 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.

Cross-Functional Collaboration:

• 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.

Compliance and Quality Assurance:

• 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.

Training and Support:

• 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.

Technology and Tools:

• 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.

Education and Experience:

• Bachelor’s degree in Technical Writing, Healthcare Administration, Business Administration, or a related field. Master’s degree preferred.
• 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

Knowledge, Skills, and Abilities:                               

• Good written, verbal and interpersonal communication skills.
• Excellent organizational skills and attention to detail.
• Requires analytical / problem-solving skills
• Requires 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.

Qualifications: