Lead Service Manager

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Oversee a smaller portfolio of designated clinics, ensuring complete accountability for client relationships, performance, and satisfaction.

• Facilitate client meetings centered on KPIs, financial performance, trends, and action plans.

• Proactively identify risks and implement corrective measures to enhance outcomes.

• Act as an escalation point for complex client issues as necessary.

• Provide support to a team of RCM Service Managers by offering guidance, coaching, and day-to-day direction.

• Assist Service Managers in recognizing at-risk clinics through KPI trends, accounts receivable performance, and operational indicators.

• Participate in Service Manager client calls as required to offer additional support, expertise, or escalation management.

• Reinforce best practices in client communication, KPI management, and revenue cycle strategy.

• Serve as a resource for complex scenarios, aiding Service Managers in overcoming challenges and achieving resolutions.

• Collaborate with Service Managers to proactively oversee clinic health across key performance metrics, including accounts receivable aging (focusing on >90/120 days), denial trends, clean claim rates, collection performance, claim backlog, and throughput.

• Ensure the consistent application of risk identification frameworks (e.g., RAG status) across the Service Manager team.

• Foster accountability for action plans on at-risk accounts and track progress toward resolution.

• Work closely with Claims Management and Vendor Management teams to ensure alignment on priorities, workflows, and performance expectations.

• Facilitate communication between Service Managers and operational teams to eliminate obstacles and enhance execution.

• Promote uniformity in processes, workflows, and documentation throughout the Service Manager organization.

• Support the implementation of new operational models, tools, and process enhancements.

• Provide regular updates to the RCM Director regarding overall client health, risks, escalations, and team performance.

• Highlight trends, themes, and systemic issues affecting client outcomes.

• Assist in creating executive-level summaries and reports as needed.

• Contribute to strategic planning and continuous improvement initiatives within the RCM organization.

• Help establish, document, and reinforce standard operating procedures (SOPs) and best practices for the Service Manager team.

• Aid in the onboarding and training of new Service Managers.

• Identify gaps in workflows, reporting, or communication and propose solutions.

• Encourage the adoption of tools, reporting, and performance frameworks across the team.

⛳️ Requirements

• A minimum of 5+ years of experience in Revenue Cycle Management, healthcare account management, or medical billing operations.

• Proven track record in managing client relationships and enhancing revenue cycle performance.

• Demonstrated capability to mentor, coach, or lead team members (both formal and informal leadership).

• Strong comprehension of revenue cycle KPIs, payer behavior, and operational workflows.

• Experience in cross-functional collaboration with billing, claims, coding, and vendor teams.

• Excellent analytical, problem-solving, and decision-making abilities.

• Preferred Qualifications

• Experience in an outsourced RCM or multi-client environment.

• Advanced skills in Excel and data analysis.

• Familiarity with Salesforce, Zoom, and Google applications.

• Strong presentation skills with the ability to communicate effectively at both client and executive levels.

• Experience supporting process improvements, SOP development, or operational transformation initiatives.

🏝️ Benefits

• Flexibility to work where and how you prefer within your country of employment – whether in-office, remote, or hybrid.

• Ongoing investment in your professional development.

• Immediate access to a comprehensive health and wellness benefits package, including an annual wellness stipend.

• 401k plan with up to a 4% match and immediate vesting.

• Flexible and generous (FTO) time-off policy.

• Employee Stock Purchase Program.