Customer Experience Program Manager Jobs in Oklahoma

Koniag Advisory Business Solutions LLC, a Koniag Government Services company, is seeking a Program Manager to support KABS and our government customer in Oklahoma, OKC. This position requires the candidate to be able to obtain a Public Trust.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

This is a hands-on leadership role for a professional who understands healthcare operations, medical coding, medical billing, revenue cycle performance, and client-facing program management. The Program Manager will oversee contract staff, coordinate technical and operational performance, engage directly with hospitals and clinics, and serve as the primary point of accountability for schedule, staffing, service quality, backlog reduction, productivity, and customer satisfaction.

The Program Manager is responsible for overall management, coordination, and performance of the IHS coding and billing contract supporting both Northern and Southern Tiers. The Program Manager leads the contract team, manages operational execution, monitors technical performance, supports staffing and onboarding, and ensures the contractor meets programmatic goals for timely coding, billing, backlog reduction, productivity, and quality.

This position oversees the integrated performance of the coding and billing teams, including the Coding Supervisor, Coding Lead, Coder III staff, Billing Supervisor, Billing Lead, and Billing III staff. The Program Manager serves as the primary interface with Government leadership and ensures work is completed on time, within scope, and in accordance with contractual, operational, regulatory, privacy, and security requirements.

The initial contract team is expected to include:

• One Program Manager.
• Billing Team: Medical Records Technician - Biller V (Supervisor), Medical Records Technician - Biller IV (Lead), and Medical Records Technician - Biller III.
• Coding Teams: Medical Records Technician - Coder V (Supervisor), Medical Records Technician - Coder IV (Lead), and Medical Records Technician - Coder III staff.

This position is based in Oklahoma City, Oklahoma, with regular on-site presence expected, especially during startup, onboarding, customer meetings, staff supervision, and performance management activities. Work hours may flex based on operational and customer requirements. Travel to supported hospitals, clinics, or customer meetings will be required.

• Lead the overall execution of the IHS coding and billing contract for both Northern and Southern Tiers.
• Serve as the primary point of contact for Government customers, including Northern Tier and Southern Tier leadership.
• Ensure the contract meets programmatic goals related to backlog reduction, coding throughput, billing throughput, timeliness, compliance, and collections.
• Develop and maintain the master program plan, staffing plan, workflow plan, and performance monitoring approach.
• Coordinate and monitor schedule, staffing, pricing inputs, and technical performance across all contract functions.
• Identify performance risks, operational bottlenecks, and staffing gaps, and implement corrective actions promptly.
• Lead internal status reviews and customer meetings and provide clear updates on progress, challenges, and mitigation actions.
• Support contract administration activities, including proposals, contract modifications, staffing changes, preparing monthly reporting deliverables, assist with internal accounting and operational planning as needed.
• Ensure all work is performed in accordance with contract requirements, applicable law, IHS policy, privacy standards, and company procedures.

• Direct and supervise all staff assigned to the contract.
• Oversee day-to-day operations of both the coding and billing teams to ensure efficient workflows and balanced workloads.
• Monitor productivity against program expectations, including coder throughput and biller throughput.
• Ensure staff are focused on high-value work, including Medicare and Medicaid all-inclusive visit opportunities and other reimbursement-sensitive encounters.
• Coordinate onboarding, training, telework approval recommendations, leave coverage, and staffing continuity.
• Conduct interviews, participate in candidate selection, and lead onboarding for new hires.
• Partner with team supervisors to establish priorities, quality controls, escalation pathways, and standard operating procedures.
• Ensure hospitals and clinics receive responsive support and that operational issues are addressed quickly and professionally.

• Meet regularly with hospitals, clinics, Government representatives, and internal leadership to review program performance and operational needs.
• Build constructive working relationships with clinical, billing, coding, HIM, business office, and administrative stakeholders.
• Support issue resolution involving documentation, coding, billing, denials, workflow barriers, and backlog prioritization.
• Communicate recurring trends, root causes, and recommended process improvements to Government and contractor leadership.
• Support strategic planning for possible expansion into larger billing teams and separate North and South coding teams.

• Establish and monitor performance metrics for coding accuracy, billing timeliness, denial trends, backlog reduction, productivity, and quality.
• Ensure supervisors and leads are conducting appropriate quality checks, audits, reporting, and corrective action follow-up.
• Monitor the program for compliance with billing, coding, documentation, privacy, and security requirements.
• Promote continuous improvement in workflow design, staff utilization, and output quality.
• Ensure all deliverables, reports, and customer responses are timely, accurate, and professionally prepared.

• Support the coordination of program budgets, labor planning, and staffing allocation to ensure performance within contract constraints.
• Assist with pricing, labor mix reviews, technical planning, and financial condition monitoring related to contract execution.
• Coordinate with internal leadership on staffing levels, labor utilization, and operational efficiency.
• Help ensure work is completed on time and within budget.

• Bachelor's degree in Healthcare Administration, Health Information Management, Business Administration, Public Health, Nursing, or a related field; equivalent relevant experience may be considered.
• Seven or more years of progressive experience in healthcare program management, operations management, health information management, revenue cycle, medical coding, medical billing, or closely related healthcare contract operations.
• Three or more years of supervisory or management experience leading multi-person teams.
• Demonstrated experience managing healthcare operations involving coding, billing, claims, reimbursement, denials, revenue cycle, or medical records functions.
• Experience managing program schedules, staffing, workflow performance, and customer-facing operations.
• Strong written and verbal communication skills, including experience briefing leadership and clients.
• Strong organizational, analytical, and problem-solving skills.
• Ability to manage competing priorities in a deadline-driven, high-volume environment.

• Experience supporting the Indian Health Service or Tribal healthcare organizations.
• Experience with RPMS or EHR and IHS billing and coding workflows.
• Knowledge of Medicare and Medicaid all-inclusive visit billing, outpatient and inpatient reimbursement, and alternate resources billing.
• Knowledge of medical coding and billing standards, including ICD-10, CPT, HCPCS, UB-04, CMS-1500, and payer requirements.
• Experience reducing operational backlogs and standing up performance-driven workflows.
• PMP, RHIA, RHIT, CCS, CPC, CMRS, or similar credential preferred.
• Experience in federal contracting or managing healthcare services under a Government contract.

• Must be able to obtain and maintain a favorable Tier II background investigation determination as required by IHS.
• Must successfully complete all required credentialing, fingerprinting, identity proofing, badge, and access requirements.
• Must comply with all IHS, HHS, facility, and company requirements related to privacy, confidentiality, records management, and cybersecurity.
• Must protect PHI and other sensitive information in paper and electronic form.
• Must complete required HIPAA, privacy, and IT security training and maintain compliance thereafter.
• Must immediately report suspected privacy breaches, security incidents, improper disclosures, lost devices, malware events, or unauthorized access.

• Government-issued identity documents.
• Information required for background investigation and fingerprinting.
• Employment verification information.
• Education and credential verification.
• Current and prior address history, as requested.
• Any other materials required by IHS, HHS, or authorized security officials.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352