Community Support Manager

Bellese is a mission-driven Digital Services Company committed to pioneering innovative technology solutions in civic healthcare. Our dedication lies in making a meaningful impact on public health outcomes.

Driven by service design, we strive to know the “Why” to understand the healthcare journey for patients, caregivers, providers, payers, and policymakers. Our goal is to design and build solutions that reduce confusion, provide clarity, support decision making, and streamline the process so that we and our partners can focus on providing better health outcomes by improving patient care and reducing costs and burden.

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.

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, Service Now 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.

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.

Service Now and Support Operations

• Support Claims Service Now 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…