Senior Manager – Fraud Capture Customer Support & Enablement (Remote, USA) – Lead Training, Onboarding, and Client Success for Healthcare Fraud Prevention Platform

About brighthush

brighthush is a leading technology partner dedicated to safeguarding the integrity of the U.S. healthcare system. With a mission to empower investigators, analysts, and program managers to detect, investigate, and eliminate fraud, waste, and abuse, brighthush delivers cutting‑edge, cloud‑based solutions that streamline case management, analytics, and compliance. Our team of more than 10,000 professionals spans the entire spectrum of healthcare technology, from data science and product engineering to customer success and support. We are proud to be a trusted partner for federal, state, and private sector agencies, helping them protect billions of dollars in public and private funds while ensuring patients receive the care they deserve.

As a remote‑first organization, brighthush offers the flexibility and autonomy that modern professionals crave. We invest heavily in continuous learning, leadership development, and technical mastery, ensuring our people grow alongside the industry. If you are passionate about making a tangible impact on public health and enjoy working in a collaborative, fast‑moving environment, brighthush is the place for you.

Role Overview

We are seeking an experienced Senior Manager – Fraud Capture Customer Support & Enablement to lead our client‑facing support, training, onboarding, and enablement functions for the Fraud Capture platform. This remote role is open to candidates located in the United States and will serve as the primary bridge between our healthcare program integrity clients, product and engineering teams, and the broader brighthush ecosystem.

In this capacity, you will design and execute a comprehensive training curriculum, manage user account administration, oversee defect intake and resolution, and drive continuous improvement of support processes. You will also mentor a high‑performing customer support team, collaborate with cross‑functional stakeholders, and ensure that our clients achieve maximum value from the Fraud Capture platform.

Key Responsibilities

• Client Lifecycle Management: Lead all client‑facing sessions from onboarding to hyper‑care, including new‑client training, implementation workshops, recurring office hours, and post‑implementation reviews.
• Training Curriculum Development: Create role‑specific tracks (investigator, analyst, supervisor) and deliver live and on‑demand training sessions that align with client needs and platform updates.
• Account Administration: Oversee user onboarding/offboarding, role‑based access provisioning, and periodic access reviews to maintain security and compliance.
• Communication & Change Management: Own the Client Communication Plan—defining cadence, templates, and channels for outages, fixes, feature launches, and policy updates.
• Product Expertise & Escalation: Build deep functional knowledge of Fraud Capture, serving as the escalation point for complex user questions, system configuration issues, and workflow troubleshooting.
• Defect Management: Own defect intake, triage, and end‑to‑end resolution, ensuring SLAs are met, clients are kept informed, and trends are reported to product teams.
• Adoption & Satisfaction Analytics: Monitor product adoption, training effectiveness, and support trends; recommend improvements to boost client satisfaction and platform utilization.
• Content Creation: Manage the creation and maintenance of all training content, including how‑to guides, role‑based job aids, quick‑start videos, and release notes.
• Team Leadership: Hire, onboard, coach, schedule, and evaluate a growing customer support staff, fostering a culture of excellence and continuous improvement.
• Process & SLA Governance: Define, monitor, and refine support processes and SLAs—response times, resolution targets, escalation procedures, ticket quality, and CSAT metrics.
• Compliance & Certification Support: Coordinate CMS certification and reporting requirements, ensuring all documentation, evidence, and system information are accurate and up to date.
• Product Feedback Loop: Partner with Product Management to relay client issues, validate use cases, and coordinate UAT and hyper‑care for new features.
• Engineering Collaboration: Work with Engineering and QA to reproduce defects, provide clear repro steps, monitor fixes, and schedule deployments.
• Sales & Success Enablement: Support Sales and Customer Success with demos, proof‑points, and RFP responses that require deep operational and functional knowledge.
• Client Leadership: Serve as the primary client‑facing leader for Fraud Capture support, training, and user enablement activities.
• Stakeholder Collaboration: Engage daily with Product Management, Engineering, Account Management, and program integrity stakeholders to align on priorities and deliverables.
• Travel: Travel 10–25% of the time to support client implementations, training events, conferences, and strategic meetings.

Essential Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum 5 years of direct healthcare fraud and abuse investigation experience, with a deep understanding of FWA detection analytics and case management systems.
• Proven leadership experience in customer support, success, or services for SaaS software solutions.
• Track record of designing and delivering effective training programs and managing client interactions.
• Strong experience with defect management and communication across technical and non‑technical stakeholders.
• Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance.
• Strong analytical and problem‑solving abilities, with a data‑driven mindset.
• Demonstrated ability to multitask, prioritize, and work independently in a fast‑paced environment.
• Investigative credentials (e.g., Certified Fraud Examiner (CFE) or American Health Forensic Investigator (AHFI)).
• Prior experience leading PI/MFCU/SIU initiatives or similar program integrity functions.
• Experience supporting or managing certified coders.

Preferred Qualifications

• Advanced certifications in fraud investigation, healthcare compliance, or related fields.
• Experience with CMS certification processes and reporting.
• Background in product management or engineering collaboration within a SaaS environment.
• Fluency in multiple languages or experience working with diverse client populations.
• Experience with agile development methodologies and continuous improvement frameworks.

Skills & Competencies

• Leadership & Team Development
• Client Relationship Management
• Training Design & Delivery
• Defect & Issue Management
• Process Improvement & KPI Tracking
• Cross‑Functional Collaboration
• Change Management & Communication
• Data Analysis & Reporting
• Technical Acumen (SaaS, cloud, APIs, data analytics)
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a partnership. As Senior Manager, you will:

• Lead a high‑impact team that directly influences the success of federal and state healthcare programs.
• Collaborate with senior leaders across product, engineering, and sales, gaining exposure to strategic decision‑making.
• Participate in our Leadership Academy, which offers executive coaching, mentorship, and cross‑functional projects.
• Access a robust learning platform that includes courses on fraud analytics, cloud architecture, and advanced customer success techniques.
• Earn certifications in fraud investigation, healthcare compliance, and SaaS product management.
• Take on stretch assignments such as product roadmap input, global expansion initiatives, or new platform feature launches.

Work Environment & Culture

brighthush fosters a culture of inclusion, innovation, and impact. Our remote‑first model means you can work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and cross‑team syncs.
• Monthly hackathons and innovation challenges.
• Quarterly in‑person retreats for team building and strategy alignment.
• Open‑door leadership policy—your voice matters.
• Commitment to work‑life balance, with flexible hours and generous vacation policies.

Compensation & Benefits

While specific salary ranges are confidential, brighthush offers a competitive total rewards package that includes:

• Competitive base salary commensurate with experience.
• Performance‑based bonuses and equity opportunities.
• 401(k) plan with employer match.
• Comprehensive health, dental, and vision coverage.
• Flexible paid time off and a generous vacation policy.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including mental health resources and fitness stipends.
• Remote work stipend to support home office setup.

How to Apply

If you are ready to lead a dynamic team, drive client success, and shape the future of healthcare fraud prevention, we encourage you to apply today. Submit your resume and a cover letter that highlights your experience in fraud investigation, customer support leadership, and training program development.

Join brighthush and Make a Difference

At brighthush, every day presents an opportunity to protect the integrity of the healthcare system and safeguard the well‑being of millions of patients. As Senior Manager – Fraud Capture Customer Support & Enablement, you will play a pivotal role in ensuring our clients can leverage our platform to its fullest potential. If you thrive in a collaborative, fast‑paced environment and are passionate about making a real-world impact, we want to hear from you.

Apply now and become part of a team that is redefining healthcare integrity, one case at a time.