As the Senior Manager, Client Operations, you will play a key leadership role in guiding a revenue cycle team/region within a multi-client medical billing service environment. This is an opportunity to lead through managers, shape consistent strategies, and help drive best-in-class service, quality results, responsiveness, and clear direction for assigned clients. In this role, you will use proactive communication and sound decision-making to support successful outcomes, while partnering closely with managers and associates to identify the staffing, tools, coaching, and training needed to help the department perform at its best.
ESSENTIAL DUTIES/ RESPONSIBILITIES:
- Drive a team-wide commitment to delivering quality service to internal and external customers by meeting or exceeding established metrics.
- Drive results by promoting high productivity and high-quality work.
- Coach managers on effective time management, organization, and metric-driven performance.
- Consistently measure and evaluate managers against established goals and objectives for their assigned CBO.
- Monitor staffing in partnership with the Revenue Cycle Manager and effectively communicate staffing needs to director-level leadership.
- Engage managers in performance management activities according to the agreed-upon format and schedule.
- Meet with managers at least monthly, and more often when needed, to provide direct one-on-one feedback and guidance.
- Actively and effectively participate in routine and non-routine meetings, performance improvement planning, strategic planning, project development, and plan execution.
- Respond to leader, client, and associate questions and concerns using data and analytical observations to provide direction.
- Coach manager performance to support progress toward goals and ensure timely action when associate results are not forthcoming.
- Work directly with Human Resources to review applications, arrange interviews, and interview applicants to assess work history, training, education, and job skills. Recommend hiring decisions and explain the rationale for selection or non-selection.
- Manage new client onboarding in partnership with the onboarding project management team to ensure billing services go-live activities are streamlined, efficient, and effective for both the client and the team.
- Engage with other departments and third-party vendors, as needed, to support and manage associate or client challenges through resolution. Consistently meet budgeted revenue and expense expectations.
- Ensure compliance with applicable employment laws and regulations in all areas, including but not limited to Equal Employment Opportunity (EEO) and affirmative action guidelines and laws, such as the Americans with Disabilities Act (ADA).
- Draft BAA letters when applicable and seek approval from legal counsel.
- Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
EDUCATION DESIRED:
High school graduate or GED certification, AA degree in Management Preferred
SPECIFIC KNOWLEDGE & SKILLS DESIRED:
- 3-5 years of management experience.
- Experience in an Ambulatory Surgery Center, surgical hospital, hospital billing, or other medical setting.
- Experience managing forecasting, scheduling, and time management.
- Experience with performance management and coaching activities across high-performing teams.
- Experience interviewing candidates and selecting talent based on the needs of the team.
- Superior customer service skills and a strong customer-service orientation.
- Strong critical thinking, analytical, and problem-solving skills.
- Effective written and verbal interpersonal communication skills, with the ability to communicate successfully with a variety of staff levels.
- Excellent organizational skills, with the ability to manage multiple projects and competing tasks and priorities.
SUPERVISORY RESPONSIBILITIES:
Will have a team of direct reports and clients to lead/manage.
BENEFITS:
- Benefit package including Medical, Vision, Dental, Short Term Disability, Long Term Disability, and Life Insurance
- Vacation/Sick time
- 401(k) retirement plan with company match
- Paid Holidays
- SIS Cares Day
- Hybrid environment depending on the role
