Manager, Process Systems

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

📋 Description

• Articulate and convey the vision, objectives, and operational roadmap for Process Systems.

• Convert strategy into implementable plans that include priorities, designated owners, milestones, and measurable outcomes.

• Develop Standard Operating Procedures (SOPs), define roles and responsibilities, establish escalation paths, and implement change management protocols.

• Advocate for Service Desk Plus as the primary system for team collaboration.

• Create and enhance SDP workflows, service catalog, categories, templates, automation rules, and Service Level Agreements (SLAs).

• Set up, track, and report on Key Performance Indicators (KPIs) such as ticket volume, response and resolution times, SLA compliance, backlog, and process/error rates.

• Facilitate operational reviews to ensure transparency, prioritize tasks, and eliminate obstacles.

• Manage the development and support of the practice management system, including file management, electronic transactions, interfaces, upgrades, and month-end closing activities.

• Oversee the clearinghouse production of claims, statements, eligibility, and status files.

• Direct relationships with payers and subcontracted clearinghouse vendors, including setup, maintenance, FTP processes, and vendor performance management.

• Establish and uphold audit and control procedures to ensure accuracy, quality, and compliance.

• Lead strategic planning for system advancements and recommend software, modules, and upgrades.

• Architect and deliver technical solutions and automation processes.

• Maintain comprehensive system documentation, procedures, and known resolutions.

• Provide end-user assistance and training for newly launched functionalities.

• Relay priorities, status updates, risks, and outcomes to leadership and cross-functional teams.

• Supervise team members, assign tasks, track progress through SDP, and ensure timely, high-quality completion of work.

• Set performance standards, coach employees, and address performance deficiencies.

• Enhance team capabilities through training, cross-training, knowledge sharing, and succession planning.

• Handle recruiting, hiring, evaluations, corrective actions, counseling, and employee separations.

• Verify, approve, and submit employee time records.

• Ensure staff compliance with company and departmental policies and procedures.

• Execute other assigned duties as required.

⛳️ Requirements

• Bachelor’s degree in Information Systems, Business, Mathematics, or a related field; equivalent experience with a strong healthcare billing background will be considered.

• Required management or supervisory experience, demonstrating a history of leading process improvements and operational changes.

• Experience in implementing structured IT service management (ITSM) practices; familiarity with ITIL or similar frameworks is advantageous.

• Practical experience in administering and utilizing a ticketing system, preferably ManageEngine Service Desk Plus (SDP), including workflow configuration, SLAs, automation, and reporting.

• Experience in configuring and supporting Electronic Data Interchange (EDI) transactions (837P, 837I, 837 outgoing, 835, 834).

• Familiarity with interfaces and FTP processes.

• Understanding of continuous quality improvement methodologies and quality control frameworks.

• Strong analytical abilities to diagnose system, people, and process issues and offer data-driven solutions.

• Proficiency in Microsoft Windows and Office applications, especially Excel, along with database and web-based applications.

• Excellent verbal and written communication skills, with the ability to effectively engage with staff and leadership.

• Capability to identify, escalate, and communicate emerging issues and risks to management.

• Strong organizational and project management skills, with the ability to juggle multiple priorities in a fast-paced environment.

• Exceptional attention to detail.

• Ability to maintain confidentiality, including protected health information (PHI) in compliance with HIPAA regulations.

• Willingness to work overtime as business needs dictate.

• Proven leadership demonstrated through commitment to teamwork, alignment with company and departmental goals, adaptability to change, and proactive work with minimal supervision.

• Ability to constructively resolve conflicts and persuade others to accept a proposed course of action.

• Experience in healthcare revenue cycle operations and IT service management is preferred.

• Experience with athenahealth is a plus.

• Ability to sit for extended periods and occasionally walk, stand, bend, stoop, and lift up to 15 pounds.

• Requires close visual acuity to perform job functions.

🏝️ Benefits

• Options for medical, dental, and vision insurance.

• Health savings accounts (HSA) and flexible spending accounts (FSA).

• 401(k) contributions from both employees and employers.

• Paid time off, including vacation, sick leave, and company holidays.

• Paid parental leave and family support benefits.

• Short-term and long-term disability insurance.

• Life and accidental death & dismemberment (AD&D) insurance.

• Employee assistance programs and wellness resources.

• Additional compensation may include bonus eligibility, equity, or other incentive programs, depending on the role.