Client Operations Manager

About the role

Reporting to the Director of Client Operations, the Client Operations Manager ensures best practice and optimal revenue cycle results for assigned central billing office (CBO) clients, with direct oversight of 8-12 clients (surgery centers). This role is accountable for client and employee satisfaction, KPI and other client performance results, and collaborating internally and externally to drive revenue cycle and reimbursement initiatives. The Client Operations Manager develops an environment and culture that embraces continuous improvement and innovation to ensure best practices are achieved in all areas of the revenue cycle, leads a team of A/R Specialists to maximize collectability of services performed, and ensures internal policies and practices support operational quality, efficiency, and compliance.

Responsibilities

• Manages a team of 6-10 remote employees who complete the accounts receivable functions resulting in revenue generation.
• Continuously evaluates and actively ensures all revenue cycle operations are well-managed, delivering excellence in quality standards and consistently meeting organizational and client expectations.
• Facilitates the identification of issues and solutions by team members related to delays in achieving payment resolution.
• Monitors collection processes to determine cash flow improvement opportunities.
• Manages the aging of accounts receivable by trending and analyzing the A/R, and thorough communication with payers.
• Manages the implementation of key strategies; fosters an environment of accountability to create a high-performing team.
• Communicates trends, issues, resolutions, and proactively communicates opportunities to clients.
• Becomes an expert on respective clients, regional payer trends, and overall client specifics.
• Maintains a thorough understanding of health insurance and government programs, when necessary.
• Assists assigned staff in establishing daily/weekly workflows to accomplish KPIs.
• Manages assignments across the entire team to meet employee productivity and collection efforts across all client facilities.
• Provides analysis, reporting, and recommendations for revenue performance in key metrics including billing, collection, and posting, such as A/R aging, volumes, and trends.
• Evaluates audit findings, creating and establishing baselines and expectations to measure improvements.
• Leverages audit findings to identify training needs for system education, industry updates, and changes in collections processes and protocols.
• Provides training for newly hired and existing employees to generate consistent team output.

Requirements

• 3+ years in RCM management experience in a healthcare-related industry with Ambulatory Surgical Center or Outpatient hospital experience preferred.
• Experience with SIS, HST, Advantx, and/or Waystar preferred.
• Understanding of Revenue Cycle Processes, cause and effect on A/R and cash results.
• Ability to lead, manage projects, and staff to achieve goals.
• Understanding of system and business processes, as well as healthcare financial issues.
• Required to meet critical deadlines.
• Ability to communicate effectively, both verbally and in writing, with internal and external clients.
• Able to multi-task and handle competing priorities while meeting or exceeding deadlines.
• Proficient in computer skills necessary to perform job duties and strong knowledge of computerized billing systems.
• Intermediate knowledge of Word, Excel, PowerPoint, Access, and Outlook.
• Possesses a positive attitude to enhance a cooperative and energetic work environment.

Pay

$55,000–$75,000 per year.