Mgr, ROC Product

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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 Competencies

Relationship & 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

PDS Health is an Equal Opportunity Employer. We celebrate diversity and are united in our mission to create healthier and happier team members.