Manager, Production Appeals

This position is in office in Middleburg Heights, Ohio or Milan, Ohio and is 5 days a week for the first 3 months (training period). Then reverts to hybrid model of 3 days in office and 2 days working remote each week.

Role Overview:  

The Production Manager is responsible for leading daily production operations across domestic and global teams to ensure corporate and client performance objectives are met. This role is accountable for achieving key performance indicators (KPIs), driving operational efficiency, managing staff performance, and leading process improvement initiatives. The Production Manager ensures high-quality outputs, proactive communication, and continuous team development in a fast-paced production environment. 

Key Responsibilities:

Performance & KPI Management:

• Own and drive performance against established KPI metrics 
• Proactively identify and communicate risks to performance, including root cause and required support 
• Develop and execute action plans to address performance gaps 
  

Operations Management:

• Oversee daily production operations for both domestic and global teams 
• Ensure work is assigned and prioritized appropriately 
• Monitor workflow using work management tools to identify out-of-target items 
• Address quality exceptions and ensure proper audit processes are followed 
• Identify and investigate timecard discrepancies 

Staff Leadership & Development:

• Lead, coach, and develop supervisors and staff 
• Ensure supervisors are actively managing employee performance and development 
• Support recruitment, interviewing, and onboarding of staff and supervisors 
• Oversee onboarding and training programs using standardized templates and processes 
• Monitor staff productivity and quality KPIs and ensure coaching/training is provided 
• Implement corrective actions, including CPP Watch and additional support if needed 
• Conduct annual performance reviews and maintain documentation 

Global Operations Oversight:

• Partner with supervisors to effectively manage global teams 
• Monitor query trends and escalate training needs 

Process Improvement:

• Analyze workflows and identify opportunities for efficiency gains 
• Conduct regular SOP reviews to ensure accuracy and standardization 
• Ensure all process changes follow formal approval protocols 

Communication & Reporting:

• Maintain professional, proactive, and timely communication with clients, leadership, and staff 
• Support Sr. Manager with client status reporting, , special projects, KPI reporting, and executive presentations 

Other duties as assigned 

Education/Experience:

• Bachelor’s degree or equivalent work experience required
• Minimum of 5–7 years of production, operations, or revenue cycle management experience 
• Strongly preferred: experience in healthcare operations, medical billing, or revenue cycle management, with a focus on appeals, denials management, and/or payer guidelines and processes 
• Demonstrated experience managing teams of 10  direct reports in a high-volume, metrics-driven environment 
• Experience managing both domestic and global teams preferred 
• Strong leadership and team development skills 
• Ability to work effectively in collaboration with diverse groups of people 
• Positive experience in attracting, developing, coaching, and retaining high performance team members 
• Ability to establish priorities, effectively communicate initiatives and objectives   to staff, and drive accountability of supervisor responsibilities 
• Demonstrated strong integrity, positive attitude, and goal-oriented initiative 
• Proficiency with Microsoft Office and collaboration tools (Teams, OneNote, Planner) 
• Ability to maintain confidentiality and uphold PHI requirements 

Requirements:

Physical Demands: General office demands include sitting and/or standing for extended periods of time. Dexterity with general office equipment including keyboard and mouse. Ability to lift to 25 pounds.   

Ability to handle stress in a fast-paced environment with multiple priorities and deadlines while adapting to a changing atmosphere. The employee will be expected to make judgement decisions, grasp new ideas, and communicate with various employees and clients at all levels.