Senior Manager, Client Operations

This is a fully remote position, open to applicants in New York, +2 more states.

📋 Description

• Take charge of the daily operational performance of designated client accounts.

• Assess operational effectiveness through productivity, quality, and financial performance analytics.

• Evaluate reports and performance metrics to uncover trends, gaps, risks, and opportunities.

• Collaborate with Directors and Client Managers to address inefficiencies and execute corrective measures.

• Suggest enhancements for productivity, efficiency, and revenue growth.

• Assist Client Managers in developing action plans and exploring account opportunities.

• Create, examine, and present weekly dashboards, month-end summaries, and ad-hoc reports.

• Offer reporting and metrics support for designated accounts.

• Participate in monthly P&L meetings and aid in implementing corrective strategies.

• Convert operational and financial metrics into actionable recommendations for leadership.

• Act as the primary liaison for routine client communications and nurture client relationships.

• Lead meetings with Client Managers and Supervisors, fostering accountability.

• Provide leadership, mentorship, and support to supervisors, managers, and team members.

• Assist in hiring, onboarding, training, implementation, and performance oversight.

• Ensure adequate staffing, workforce alignment, and payroll assessments.

• Facilitate implementation and training during the onboarding of new business.

• Adhere to HIPAA, ROI regulations, contracts, and Verisma policies.

• Assess release-of-information requests for compliance with state and federal laws.

• Conduct quality reviews and audits.

• Track productivity and quality to enhance customer service satisfaction.

• Review site protocols and contribute to the revision of procedures.

• Develop and document best practices for company-wide workflows.

• Utilize Excel and business intelligence tools to produce analytical reports.

• Maintain strict confidentiality of information accessed within client facilities.

• Engage in at least two enterprise committees and suggest new committees as necessary.

• Adhere to and provide guidance on Company Handbook policies.

• Travel to client sites when operational challenges cannot be addressed remotely or when accounts are at risk.

• Submit travel expense reports and supporting documentation.

• Perform additional assigned tasks and uphold Verisma's Core Values.

⛳️ Requirements

• High school diploma is mandatory.

• A bachelor's degree is preferred.

• Proven track record of success as a people manager.

• Strong communication skills with internal and external customers and stakeholders, including clients, management, and team members.

• Experience in medical records or healthcare, with knowledge of HIPAA privacy standards is required.

• Familiarity with medical terminology is preferred.

• Proficiency in Excel and analytical databases for generating data reports for clients and executive leadership.

• Consistent attendance with minimal unplanned schedule changes is essential.

• Reside in a geographical area close to existing client business in Pennsylvania.

• Willingness to travel to various assigned accounts and attend team meetings as necessary.

• Possession of a valid driver's license and a safe driving history.

🏝️ Benefits

• Primarily a remote position.

• Company-related travel expenses are covered through expense reporting.