Senior Manager Client Operations

This is a remote position with Surgical Information Systems (SIS), a leader in surgical software and services for over 30 years. SIS empowers ambulatory surgery centers (ASCs) and hospital perioperative teams with comprehensive solutions, including ASC management, EHRs, patient engagement, compliance technology, revenue cycle management, and anesthesia information management systems. Serving over 2,900 surgical facilities, SIS is recognized as the No. 1 ASC EHR vendor by Black Book for 11 consecutive years and a multiple-time Best in KLAS Award winner.

About the role

The Senior Manager, Client Operations will lead a revenue cycle team, providing direct supervision of assigned managers and ensuring proactive communication to drive success for clients in a multi-client medical billing service. This leadership role focuses on developing and implementing strategies for best-in-class service, quality results, and responsiveness. The Senior Manager will partner with managers and associates to determine staffing, tools, coaching, and training needs.

Responsibilities

• Drive commitment to quality service for internal and external customers by meeting or exceeding established metrics.
• Monitor and support teammates daily, providing leadership with metric updates.
• Focus on high productivity and quality work, coaching team members on time management, organization, and metrics.
• Consistently measure and evaluate employees based on established goals and objectives.
• Engage employees in performance management activities according to agreed-upon formats and schedules.
• Direct work to the AR team, ensuring billing timelines are met and managing payment posting trends and reconciliation.
• Provide direct feedback and guidance to employees at least monthly, or more often as needed.
• Actively participate in routine and non-routine meetings, performance improvement planning, strategic planning, and project execution.
• Respond to leader, client, and associate questions with data-driven observations to provide direction.
• Coach performance to help associates achieve goals and address underperformance promptly.
• Work with Human Resources to review applications, conduct interviews, and recommend hiring decisions.
• Engage with other departments and third-party vendors to resolve associate or client challenges.
• Consistently meet budgeted revenue and expense expectations.
• Monthly review of client AR and worklists to ensure timely resolution of process status codes, high-priority AR assignments, and critical metrics.
• Serve as the primary point of contact for clients, reaching out every two weeks to update them on issues or accomplishments.
• Escalate issues to the VP of Revenue Cycle as needed.
• Identify client needs and provide feedback on best-practice workflows.
• Complete, review, and provide feedback on monthly client dashboards related to case volume, cash, issues, or KPIs.
• Manage month-end reporting, client billing reconciliation, fee schedule updates, charge master increases, contract grids, and client profiles.
• Prepare and send client invoices.
• Resolve QA cards by reviewing cases, providing feedback to team members, and correcting statuses.

Benefits

• Medical, vision, and dental insurance
• Short-term and long-term disability insurance
• Life insurance
• Vacation and sick time
• 401(k) retirement plan with company match
• Paid holidays
• SIS Cares Day
• Fully remote work