Senior Specialist, Knowledge Management

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

This individual contributor is responsible for the development and implementation of performance and process improvements and training throughout the entire Revenue Cycle organization. Responsibilities will specifically be focused on supporting initiatives that create long term cash collection improvements as well as cost avoidance and savings with the strongest ROI. Improvement areas include but are not limited to the front, mid, and back-end revenue cycle activities, associated processes (e.g. refund cycle), provider credentialing, system and process automation, and quality control. This individual is responsible for driving improvement with the cooperation of all departments who are impacted by the proposed changes. The individual will demonstrate competent data and process analytical skills, high accuracy, attention to detail, ability to train, and will contribute to a positive team atmosphere through collaboration with others impacted by the proposed changes.

Essential Duties and Responsibilities

• Serve as a change agent for the development and implementation of performance and process improvement ideas throughout the entire Revenue Cycle organization with a focus on long term cash collection improvement outcomes as well as cost avoidance and savings through operational efficiencies.
• Develop training and knowledge transfer programs, documents, and associated materials (e.g. webinars) in support of onboarding activities and upskilling for performance improvement.
• Drive improvement with the cooperation of all departments who are impacted by the proposed changes through collaboration to include idea/information sharing, documentation preparation, progress tracking and follow-up.
• Development and presentation of proposals and scheduled updates to include: performance improvement concepts, budgets and investment requirements, timing schedules, desired results, value propositions, prioritization schedules, ROI reports and other follow-up/measurement tools. Coordinate data collection and perform analysis either independently or in partnership with others.
• Document the performance improvement changes with a major focus on digital automation, creating business requirements and desk level procedures, as needed.
• Create Process Flow diagrams to identify areas of performance improvement, revenue and cash enhancement, and cost avoidance / reduction.
• Identify the scope of work through a discovery process including interviewing key personnel, documenting current processes, identifying current challenges, and data analysis.
• Build and maintain documentation repository for information sharing and training.
• Provide hands-on support at all levels to ensure successful implementation of change initiatives.
• Able and willing to work necessary hours to meet all project deadlines.

Qualifications Expected for Position

• Bachelor’s degree in Business Management or other related field or equivalent work experience.
• Experience with multiple EHR and practice management systems, NextGen preferred
• Minimum of 5+ years of experience in healthcare industry revenue cycle.
• Experience with operational workflow concepts, management-level reporting, control development and monitoring preferred.
• Demonstrated process improvement experience required. Lean/Six Sigma training a plus.
• Demonstrated experience with training design and delivery preferred.
• Intermediate Microsoft Excel.
• Experience with Microsoft PowerPoint, Visio and Word.
• Working knowledge of EDI transactions desirable.
• Experience analyzing and interpreting data to draw conclusions and make recommendations.
• Able to work independently with minimal guidance and as part of a team.
• Demonstrated ability to document complex issues and processes in detail.
• Able to communicate clearly and provide information or instruction to top level management, mid-level management, and employees.

The base salary range for this position is $100,000.00-$110,000.00. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2024. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

Why Join Teladoc Health?

A New Category in Healthcare:  Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.  

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.  

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.  

Focus on PEOPLE:  Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment. 

Diversity and Inclusion:  At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.  

Growth and Innovation:  We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.  

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA).  Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.