Community Support Manager

 

The Team you will be joining: HQR

Our team is charged with maintaining and improving the software at the Centers for Medicare and Medicaid Services (CMS) that supports the Hospital Quality Reporting program. Thousands of hospitals across the country depend on these systems to submit quality measure data that reflects the care beneficiaries receive in their facility.  Our teams will continuously strive to modernize these systems, while improving them in ways that reduce provider burden and minimize costs to CMS.  We do this through HCD and Service design practices, product thinking, and skilled engineering.  At Bellese, we’re relentlessly focused on enabling and empowering providers to focus on improving the quality and safety of patient care.

 

Role Overview
The Community Support Manager will lead operational communications and support activities for the Claims team within the HQR contract. This role will provide a point of ownership for partner communications, shared inbox management, ServiceNow support, issue coordination, and other recurring interactions between the Claims team and internal and external stakeholders.

The Community Support Manager will work closely with Product, Engineering, program leadership, CMS stakeholders, contractors, and support organizations to ensure inquiries are routed appropriately, issues are tracked through resolution, commitments are communicated clearly, and recurring support needs are incorporated into team planning.

Key Responsibilities:
Partner and Stakeholder Communications
• Support and coordinate routine Claims communications with CMS, contractors, support organizations, and other HQR teams.
• Serve as a consistent point of contact for operational questions, requests, deliverables, and follow-up activities.
• Coordinate responses across Product, Engineering, and subject matter experts when requests require technical or policy input.
• Track partner requests, commitments, decisions, and outstanding actions through completion.
• Support communications related to Claims deliverables.
Team Inbox Management
• Own day-to-day management of Claims shared mailboxes and other centralized communication channels.
• Review, categorize, prioritize, and route incoming requests to the appropriate team members.
• Establish clear service expectations for acknowledgment, response, escalation, and closure.
• Maintain visibility into outstanding requests and follow up with owners when responses or actions are due.
• Identify recurring questions and opportunities to reduce inbound support through improved documentation or standardized communications.
ServiceNow and Support Operations
• Support Claims ServiceNow intake, triage, tracking, and follow-up.
• Partner with team leadership to ensure incoming incidents and support requests are reviewed, categorized, assigned, and prioritized appropriately.
• Work with Product and Engineering to distinguish support questions from defects, data issues, enhancement requests, and work requiring further investigation.
• Track issues through resolution and maintain communication with requestors and stakeholders.
• Support escalation of high-impact issues and ensure leadership has timely visibility into emerging risks.
• Monitor ServiceNow trends and provide reporting on intake volume, aging, resolution status, recurring issues, and areas requiring additional attention.
Operational Coordination
• Maintain a consolidated view of Claims partner requests, support activities, communications, and open operational actions.
• Coordinate handoffs between Claims and other HQR teams while identifying opportunities to simplify or eliminate unnecessary handoffs.
• Support recurring Claims operational meetings by preparing status information, documenting decisions, and tracking follow-up actions.
• Partner with Product leadership to ensure significant support trends and stakeholder feedback inform backlog prioritization and planning.
• Coordinate operational activities associated with recurring deliverables, reporting cycles, and external dependencies.
Knowledge Management and Process Improvement
• Develop and maintain templates, standard responses, contact information, operating procedures, escalation paths, and partner communication documentation.
• Maintain documentation for recurring Claims support processes and ensure information remains current.
• Identify recurring manual processes, communication gaps, and unclear ownership and recommend improvements.
• Help establish measurable service standards for Claims support activities.
• Support knowledge transfer and continuity when responsibilities or team members change.

Required Qualifications
• Experience managing customer, stakeholder, partner, community, or operational support functions in a complex organization.
• Demonstrated experience coordinating requests across multiple teams and stakeholders.
• Strong written and verbal communication skills, including the ability to translate complex issues into clear status updates and action items.
• Experience managing shared inboxes, ticketing systems, service desks, or comparable request-management workflows.
• Strong organizational skills with demonstrated ability to manage multiple concurrent requests, deadlines, and dependencies.
• Experience establishing processes, tracking work through completion, and identifying opportunities for operational improvement.
• Ability to work effectively with Product, Engineering, operations, and leadership stakeholders.

Preferred Qualifications
• Experience with ServiceNow, Jira, Confluence, or similar workflow and knowledge-management platforms.
• Experience supporting government programs, healthcare technology, data reporting, or regulated environments.
• Experience working with CMS, federal contractors, healthcare quality programs, or Claims-based reporting.
• Familiarity with Agile product and engineering teams.
• Experience developing operational metrics, dashboards, or support reporting.