The Opportunity:
Client Provisioning Manager
Revenue Cycle Management (RCM)
Position Summary
The Client Provisioning Manager - Revenue Cycle Management (RCM) leads client access provisioning operations supporting the revenue cycle workforce and healthcare client environments. This role is accountable for delivering secure, timely, accurate, and scalable access throughout the user lifecycle while ensuring client readiness, operational control, and a strong service experience.
The Manager leads the Client Provisioning team and partners closely with IAM, RCM Operations, Information Technology, Security, Implementation teams, application owners, and client stakeholders. The ideal candidate combines people's leadership, operational excellence, healthcare/RCM knowledge, strong client partnership, and an automation-first mindset.
Key Responsibilities
Client Provisioning Operations
- Lead day-to-day client provisioning and access administration operations across multiple healthcare clients.
- Oversee onboarding, access changes, transfers, client assignments, terminations, and deprovisioning activities.
- Manage service performance, including SLAs, request volumes, backlog, aging, quality, escalations, and workload.
- Ensure provisioning activities follow established security, authorization, documentation, and compliance requirements.
- Serve as the management escalation point for complex provisioning and client access issues.
- Balance operational priorities and team capacity while maintaining a strong client and employee experience.
Client Implementation & Access Readiness
- Represent Client Provisioning throughout new RCM client implementations, transitions, and go-live activities.
- Partner with implementation and operational teams to identify provisioning requirements early in the client lifecycle.
- Ensure access models, application requirements, approval processes, client documentation, escalation paths, and knowledge transfer are established before transition to steady-state operations.
- Identify provisioning dependencies, readiness gaps, and operational risks and engage the appropriate stakeholders for resolution.
- Support structured handoffs from implementation teams into ongoing operational support.
Standardization & Continuous Improvement
- Establish consistent and repeatable provisioning processes across clients while maintaining documented client-specific requirements where necessary.
- Maintain operational procedures, SOPs, access matrices, client documentation, and escalation processes.
- Identify manual, repetitive, and high-volume processes that can be simplified or automated.
- Partner with IAM Engineering and technology teams to improve identity lifecycle and access-delivery processes.
- Reduce unnecessary manual handoffs, rework, and dependency on individual or undocumented knowledge.
Team Leadership & Capacity Management
- Lead, coach, and develop Client Provisioning team members.
- Establish clear responsibilities, performance expectations, and accountability.
- Manage workload and capacity based on client demand, complexity, priority, and available resources.
- Build cross-training, backup coverage, and knowledge-sharing practices across the team.
- Promote a culture of collaboration, accountability, continuous improvement, exceptional service, and innovation.
Performance & Governance
- Establish and monitor key operational metrics, including provisioning volume, SLA performance, backlog, aging, quality, capacity, and automation opportunities.
- Use operational data to identify trends, risks, resource constraints, and improvement opportunities.
- Provide transparent reporting to IAM leadership and key business partners.
- Support access governance, audit, security, and compliance requirements related to client provisioning
- Ensure access-removal and termination processes receive appropriate operational priority.
Required Qualifications
- Leadership experience within Revenue Cycle Management, Identity & Access Management, Client Provisioning, Healthcare IT Operations, Access Administration, or a related operational function.
- Demonstrated experience leading and developing teams in a high-volume, service-oriented environment.
- Understanding of identity lifecycle processes, including onboarding, access changes, transfers, terminations, provisioning, deprovisioning, approvals, and access management.
- Experience managing operational performance, SLAs, workload, capacity, and escalations.
- Strong client-facing, stakeholder-management, and cross-functional collaboration skills.
- Ability to establish and improve operational processes, controls, documentation, and accountability.
- Strong analytical, organizational, problem-solving, and communication skills.
- Ability to operate effectively in a complex, multi-client environment with changing priorities.
Preferred Qualifications
- Experience supporting healthcare Revenue Cycle Management operations.
- Experience supporting healthcare client implementations, onboarding, or operational transitions.
- Familiarity with enterprise IAM and workflow technologies such as SailPoint, ServiceNow, Microsoft Entra ID, SSO, SCIM, security-group-based access models, workflow automation, or RPA.
- Experience partnering with technical teams to automate or streamline access-management processes.
- Experience working in a regulated environment with security, access governance, audit, or compliance requirements.
Success in This Role
- Deliver consistent, reliable, and measurable provisioning services across RCM clients.
- Ensure new clients have clearly defined access requirements and operational readiness before transition to steady-state support.
- Improve visibility into provisioning demand, SLA performance, backlog, capacity, risks, and trends.
- Increase standardization across client provisioning processes and reduce manual effort through automation and process improvement.
- Strengthen cross-training, team coverage, operational resiliency, and partnerships across IAM, RCM Operations, IT, Security, implementation teams, and client stakeholders.
- Create clear ownership and accountability so Client Provisioning can deliver an efficient, scalable service.
Leadership Profile
- Client-focused: Balances service excellence with operational and security controls.
- Data-driven: Uses metrics to identify issues, prioritize improvements, and inform decisions.
- Automation-minded: Continuously seeks opportunities to eliminate unnecessary manual work.
- Accountable: Establishes clear ownership, expectations, and follow-through.
- Collaborative: Works effectively across business, technology, security, and client teams.
- People-focused: Coaches, develops, and empowers the team.
- This position pays between $92,400 6 $138,600 based on experience
- Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences.
- This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.
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