Incident Management Lead

Thank you for considering a career at Ensemble!

Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

O.N.E Purpose:

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity:

The Business Product Analyst supports the development, enhancement, and maintenance of business products within a healthcare revenue cycle management organization. Ensures that product functionality aligns with business needs and client requirements by analyzing data, identifying gaps, and assisting in implementing solutions. Applies intermediate knowledge to contribute to product improvements and operational efficiency. Analyze business requirements and translate them into functional specifications for product enhancements. Collaborates with cross-functional teams to implement product changes and ensure alignment with organizational goals. Conducts testing and validation of product features to confirm accuracy and compliance with standards. Documents product workflows, processes, and updates to maintain clarity and consistency. Monitors product performance and identify opportunities for optimization based on data analysis. Supports issue resolution by investigating root causes and recommending corrective actions. Assists in preparing product-related communication and training materials for internal stakeholders.

The Incident Management Lead provides centralized intake, investigation, triage, and coordination for operational and technical incidents affecting Ensemble’s computer-assisted and autonomous coding environment, with primary focus on Solventum Computer Assisted Coding (CAC) and Solventum Outpatient Autonomous Coding.

This role requires strong critical-thinking, analytical, and problem-solving skills to evaluate reported issues, distinguish symptoms from potential root causes, and determine the appropriate technical or operational resources needed to drive resolution. Because coding workflows rely on multiple interconnected technologies and organizations, the Incident Management Lead must be able to investigate issues across system and organizational boundaries rather than assuming the application in which a problem appears is necessarily the source of the problem.

The Incident Management Lead serves as a critical liaison between coding operations and technical teams, coordinating investigation and resolution with resources that may include Solventum IT and product teams, including Nosology, Ensemble IT, Ensemble Interface teams, Epic, client local IT teams, and other operational or technical subject-matter experts.

Essential Job Functions

• Serve as a centralized intake and triage resource for incidents involving Solventum CAC, Outpatient Autonomous Coding, and supporting coding workflows.
• Evaluate reported incidents to establish a clear problem statement, business impact, affected workflow, expected behavior, and information required for investigation.
• Apply structured critical thinking and root-cause analysis to distinguish the observed symptom from the potential underlying cause.
• Investigate incidents sufficiently to identify the likely area of ownership and determine the appropriate team or subject-matter expert for further diagnosis and resolution.
• Evaluate issues across interconnected applications, interfaces, data flows, configurations, and operational workflows to identify where expected processing may have failed.
• Coordinate troubleshooting across Solventum, Ensemble IT, Ensemble Interfaces, Epic, client IT, and other resources when an incident crosses technical or organizational boundaries.
• Maintain oversight of incidents through resolution, facilitating clear ownership, effective handoffs, timely communication, and appropriate escalation.
• Ask targeted diagnostic questions, identify missing information, gather relevant evidence, and ensure receiving teams have sufficient context to continue the investigation without unnecessarily restarting troubleshooting.
• Document incident details, investigative actions, findings, ownership decisions, escalations, resolutions, and lessons learned.
• Identify recurring incident patterns and escalate potential systemic problems for broader root-cause investigation and corrective action.
• Contribute to troubleshooting documentation, knowledge resources, and repeatable resolution pathways that improve future incident management.
• Translate technical findings into clear, actionable information for coding operations, technical resources, clients, and leadership.

Knowledge, Skills & Abilities

• Strong critical-thinking, analytical, and root-cause problem-solving skills, particularly when investigating complex or ambiguous issues.
• Ability to understand relationships among applications, interfaces, data flows, operational processes, and downstream or upstream system dependencies.
• Ability to determine appropriate incident ownership based on available evidence rather than simply routing incidents based on the system where the issue was first observed.
• Strong organizational skills with the ability to manage multiple active incidents, priorities, stakeholders, and follow-up activities.
• Demonstrated ability to work effectively across technical, operational, vendor, and client teams.
• Strong written and verbal communication skills, including the ability to communicate technical issues to nontechnical audiences.
• Ability to recognize recurring trends and distinguish isolated incidents from broader systemic issues.
• Experience documenting problems, investigative findings, resolutions, and knowledge for future use.
• Working knowledge of healthcare revenue cycle and Health Information Management workflows, particularly coding operations, preferred.
• Experience with Solventum CAC, Solventum Outpatient Autonomous Coding, Epic, healthcare interfaces, or related healthcare technology environments preferred.

Role Success

Success in this role requires more than moving incidents from one queue to another. The Incident Management Lead is expected to reduce ambiguity, establish appropriate ownership, and move complex issues toward resolution by understanding the problem, gathering the right evidence, engaging the right resources, and maintaining coordination until the incident reaches an appropriate resolution.

Join an award-winning company

Five-time winner of “Best in KLAS” 2020-2022, 2024-2025

Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024

22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024

Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024

Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023

Energage Top Workplaces USA 2022-2024

Fortune Media Best Workplaces in Healthcare 2024

Monster Top Workplace for Remote Work 2024

Great Place to Work certified 2023-2024

• Innovation
• Work-Life Flexibility
• Leadership
• Purpose + Values

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:

• Associate Benefits –  We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs. 
• Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.  
• Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement. 
• Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company. 

Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws.  Ensemble also prohibits harassment of applicants or employees based on any of these protected categories.

Due to business, operational, payroll, and regulatory requirements, this position is limited to individuals who reside and are authorized to work within the United States. Applications generated from outside the United States will not be considered.  Individuals may reapply when located within the United States.

Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com.

This posting addresses state specific requirements to provide pay transparency.  Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position.  A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.

Employment Disclaimers – Ensemble