(Remote) Manager of Software Services & Support

About the role

Harris Novum, a division of Harris, is seeking a Manager of Software Services & Support to lead the Software Professional Services and Support team in a dynamic healthcare software business.

Responsibilities

• Lead and mentor a small team of customer support analysts, providing mentorship, performance feedback, and professional development opportunities.
• Manage billable consulting services and technical implementations for healthcare clients, ensuring project profitability and client satisfaction.
• Serve as the primary point of contact for customer-facing project management, coordinating timelines, deliverables, and stakeholder expectations across multiple concurrent engagements.
• Facilitate stakeholder calls and client meetings, translating technical requirements into actionable solutions and maintaining strong client relationships.
• Collaborate with the R&D Director to communicate client needs, prioritize feature requests, and provide market insights that inform product roadmap decisions.
• Execute administrative duties including preparing quotes and proposals, drafting Statements of Work (SOWs), generating project completion letters, and managing time reporting.
• Ensure compliance with healthcare industry standards and maintain deep knowledge of hospital revenue cycle workflows, patient accounting processes, and related regulatory requirements.
• Drive continuous improvement initiatives in service delivery processes, documentation standards, and team performance metrics.

Requirements

• Demonstrable experience in Hospital Revenue Cycle Management OR Hospital Patient Accounting.
• Proven leadership experience managing employees, with demonstrated ability to mentor/train, develop, and retain high-performing staff members.
• Strong project management capabilities with track record of successfully delivering customer-facing implementations on time and within budget.
• Excellent communication skills for facilitating stakeholder meetings, presenting to executive audiences, and translating technical concepts for non-technical stakeholders.
• Proficiency with Microsoft Dynamics or similar enterprise resource planning systems for administrative tasks including time tracking, quoting, and contract management.
• Bachelor's degree in Business Administration, Healthcare Administration, Information Technology, or related field, or equivalent combination of education and work experience.
• Minimum 5-7 years of progressive experience in healthcare software, consulting services, or technical account management roles.

Qualifications

• Experience with Healthcare IT systems including Electronic Health Records (EHR), Practice Management Systems, or Hospital Information Systems that integrate with revenue cycle workflows.
• Demonstrated expertise in Customer Relationship Management (CRM) platforms and methodologies for managing client accounts, tracking engagement history, and forecasting business opportunities.
• Hands-on knowledge of Medical Billing Software systems, claims processing workflows, insurance verification processes, and denial management procedures.
• Project Management certifications such as PMP (Project Management Professional), CAPM (Certified Associate in Project Management), or Agile/Scrum credentials demonstrating formal training in structured project delivery methodologies.
• Previous experience working in small business or startup environments where individuals wear multiple hats and contribute across diverse functional areas.
• Familiarity with healthcare compliance frameworks including HIPAA regulations, data security requirements, and patient privacy standards.
• Experience with billable services models, professional services automation tools, and metrics-driven service delivery optimization.

Skills

• Strategic thinking and problem-solving skills.
• Ability to manage multiple projects simultaneously.
• Strong interpersonal and communication skills.
• Attention to detail and organizational skills.
• Knowledge of healthcare industry standards and regulatory requirements.

Benefits

• 3 weeks’ vacation and 5 personal days.
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment.
• Employee stock ownership and RRSP/401k matching programs.
• Lifestyle rewards.
• Remote work and more!

Pay

Salary Range: $90,000 to $100,000

Schedule

Remote role with occasional customer site visits across the US and meetings in the Atlanta, Georgia, office. Approximately 15% travel required, including occasional customer site visits and meetings in the Atlanta, Georgia, office. Occasional customer site visits and meetings in the Atlanta, Georgia, office. Occasional customer site visits and meetings in the Atlanta, Georgia, office. Occasional customer site visits and meetings in the Atlanta, Georgia, office. Occasional customer site visits and meetings in the Atlanta, Georgia, office. Occasional customer site visits and meetings in the Atlanta, Georgia, office. Occasional customer site visits and meetings in the Atlanta, Georgia, office. Occasional customer site visits and meetings in the Atlanta, Georgia, office. Occasional customer site visits and meetings in the Atlanta, Georgia, office. Occasional customer site visits and meetings in the Atlanta, Georgia, office. 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