Senior Client Operations Manager

About the role

The Senior Manager, Client Operations is a senior-level operational and client leader responsible for the performance, stability, and growth of assigned client accounts. This role serves as a bridge between operational execution and strategic leadership, combining hands-on oversight of client operations with increasing accountability for people leadership, financial performance, client retention, and revenue growth. While primarily a remote position, travel to client accounts is required when gaps in processes, protocols, or gross margins are identified or when an account is deemed at risk.

Responsibilities

• Own the day-to-day operational performance of assigned client accounts to ensure stability, quality, and achievement of monthly revenue goals
• Monitor operational efficiency through reporting and analysis of productivity, quality, and financial performance metrics
• Analyze reports and performance data to identify trends, gaps, risks, and opportunities impacting account performance
• Partner with Directors and Client Managers to communicate identified inefficiencies and implement timely corrective actions
• Support Directors and Client Managers in managing accounts based on gaps and trends identified through reporting
• Identify and recommend opportunities to improve productivity, increase efficiency, and support revenue growth
• Assist Client Managers in developing and executing effective action plans to capture all areas of opportunity within their book of business
• Prepare, analyze, and present standardized weekly dashboards, month-end operational performance reports, and ad-hoc reporting, as required
• Provide reporting and metrics support for assigned client accounts
• Attend monthly P&L meetings with Directors to understand financial performance, identify gaps, and support corrective strategies
• Translate operational and financial metrics into actionable recommendations to support leadership decision-making
• Serve as the primary point of contact for routine client communication and maintain strong, professional relationships with client management teams
• Lead and continuously improve Client Manager and Supervisor meetings to review performance, align priorities, support operational alignment, and drive accountability
• Provide leadership, coaching, and guidance to supervisors, managers, and team members
• Support hiring, onboarding, training, implementation, and ongoing performance management activities
• Ensure appropriate staffing coverage, workforce alignment, and payroll review to support operational needs
• Provide implementation and training support during the onboarding of new business to ensure consistency in processes and reporting
• Ensure compliance with HIPAA, ROI regulations, contractual obligations, and Verisma policies and procedures
• Review release of information requests for validity in accordance with applicable state and federal statutes
• Perform quality reviews and audits as required by Verisma and client agreements
• Monitor productivity and quality to ensure high levels of customer service satisfaction
• Evaluate site protocols and best practices and provide input into the review and revision of procedures
• Assist in the development and documentation of workflows that may be shared company-wide as best practices
• Utilize Excel and business intelligence tools to generate analytical reports for clients, Directors, and executive leadership
• Maintain strict confidentiality of all information accessed or observed in client facilities
• Actively participate in a minimum of two enterprise committees (e.g., Culture Committee, Equity and Excellence Committee, Core Values Award Selection Committee, etc.) and propose new committees when appropriate to support organizational outcomes
• Comply with and provide guidance on Company policies as outlined in the Company Handbook
• Travel to client sites when operational issues cannot be resolved remotely or when accounts are deemed at risk
• Submit company-related travel expense reports and required documentation in a timely manner
• Perform other appropriate duties, as assigned, to meet the needs of the client and the Company
• Live by and promote Verisma’s Core Values

Requirements

• High school diploma, required; Bachelor's degree, preferred
• Prior proven success as a people manager
• Ability to communicate effectively with internal and external customers and stakeholders, including clients, management, and associates
• Experience with medical records or healthcare and knowledge of HIPAA privacy information standards, required
• Familiarity with medical terminology, preferred
• Experience with Excel and analytical databases to provide data reports to clients and executive leadership
• Ability to report to work consistently with minimal unplanned schedule deviations
• Live within a geographical area that is nearby or central to existing client business
• Willing to travel to various assigned accounts and team meetings, as needed
• A valid driver’s license and a history of safe driving