The Manager, ROC Product oversees the day-to-day operational relationship with Patient Payment Partnerships, ensuring high-quality delivery of revenue operations services and payment-related subscription offerings. Reporting to the Sr. Manager of Payment Partnerships, this role is responsible for owning and optimizing patient payment operations and product initiatives through a combination of operational leadership, analytical insight, and cross functional execution. This role ensures effective delivery, performance, and continuous improvement of payment services, products, and partnerships.
Responsibilities- Serve as the primary operational point of contact for the patient payment partners, ensuring clear communication, alignment, and issue resolution.
- Manage Statements of Work, renewals, and partner commitments, including SLA definition, tracking, reporting, and escalation management.
- Own day-to-day payment operations performance across payment workflows, financing products, and reconciliation processes to ensure accuracy, timeliness, and control adherence.
- Lead cross functional initiatives including partner integrations, new product launches, onboarding, and service improvements, managing timeline, risks, dependencies, and status reporting.
- Coordinate release and change readiness by gathering requirements, documenting process flows and use cases, supporting UAT, and ensuring partner needs are incorporated into release planning and communications.
- Analyze payment and operational and operational data to identify revenue opportunities, quality gaps, and process inefficiencies, translating findings into prioritized, actionable recommendations.
- Develop and maintain dashboards and operating reviews that report on SLAs, performance trends, incident drivers, and initiative progress for leadership and key stakeholders.
- Act as escalation lead for payment issues impacting patients, practice users, and revenue cycle performance, coordinating corrective actions with partners and internal teams.
- Maintain clear documentation, decision logs, and stakeholder communications to support audit readiness, operational continuity, and strategic decision-making.
- Identify opportunities to improve processes, partnership operations, and internal workflows - supporting the evolution of patient payment offerings such as financing options, payment automation and digital payment enhancements.
Role CompetenciesRelationship & Stakeholder Management- Builds strong, collaborative relationships with internal teams and external partners.
- Acts as a trusted liaison and subject matter expert for patient payment operations and products with ability to influence alignment.
Operational & Analytical Excellence- Strong ability to analyze operational and financial data to assess performance, identify trends, and drive improvement.
- Deep understanding of payment workflows, revenue operations, and process design.
- Experience monitoring quality, effectiveness, and compliance across operational systems.
Project & Initiative Leadership- Skilled in planning, coordinating, and executing complex, cross functional initiatives.
- Ability to manage multiple priorities, dependencies, and stakeholders simultaneously.
- Organized, detail oriented, and accountable for delivering results end to end.
Communication & Documentation- Communicates insights, expectations, and updates clearly and professionally
- Produces thorough, accurate documentation to support operational readiness and decision making.
- Comfortable presenting performance findings and recommendations to leadership.
Problem Solving & Process Improvement- Proactively identifies issues, anticipates risks, and investigates root causes.
- Apply structured problem-solving approaches to operational and product challenges.
- Routinely seeks opportunities to improve workflows, systems, and customer experiences.
Adaptability & Ownership- Remains effective amid shifting priorities and evolving business needs.
- Takes ownership of outcomes, follows through on commitments, and drives work to completion.
- Balances strategic thinking with hands on execution.
Qualifications- Bachelor's degree in related field of study from an accredited college or university. In lieu of degree, 5+ years of experience.
- Experience in Microsoft Office: Word, Excel, Access, PowerPoint, Outlook and Visio.
- 4-6 years of related experience in product analysis, dental or medical billing operations
- Knowledge of Epic software applications
Benefits- Medical, dental, and vision insurance
- Paid time off
- Tuition Reimbursement
- 401K
- Paid time to volunteer in your local community
Compensation Information
$84,000.00-$106,000.00 / Annually
