Senior Client Services Manager

The Senior Client Services Manager runs day-to-day revenue cycle operations across the company's client portfolio and is accountable for cash collections, AR health, and client satisfaction. Working as the Director's second-in-command, this leader manages the RCM management team, drives process and performance improvement, serves as an escalation point for key client accounts, and keeps operations compliant with payer, HIPAA, and federal billing requirements.

Key responsibilities

Revenue cycle operations

• Oversee end-to-end RCM workflows for client accounts: patient registration and eligibility, charge entry, coding review, claim submission, payment posting, AR follow-up, denial management, and patient statements.
• Monitor daily, weekly, and month-end production to ensure claims are submitted within timely-filing limits and work queues stay current.
• Lead denial prevention and recovery efforts, including root-cause analysis, appeal strategy, and payer trend tracking.
• Oversee credit balance resolution and refund processing in line with payer and state requirements.
• Coordinate onboarding of new clients, including payer enrollment checks, fee schedule loading, system setup, and go-live readiness.

Team leadership

• Directly manage RCM Managers and Team Leads; indirectly lead the broader billing, coding, and AR staff.
• Set staffing levels, productivity standards, and workload distribution across client accounts.
• Hire, train, coach, and evaluate staff; build career paths and succession plans for key roles.
• Foster a culture of accountability, accuracy, and continuous improvement.
• Act for the Director of RCM Services in their absence.

Client management

• Serve as a senior escalation point for client practices, health systems, and their leadership.
• Lead or support monthly and quarterly business reviews, presenting KPIs, trends, and action plans.
• Identify revenue opportunities for clients (underpayments, coding gaps, front-end process fixes) and recommend solutions.
• Support client retention and contract renewals by maintaining strong service levels and relationships.

Performance and reporting

• Own operational KPIs and produce regular performance reports for clients and company leadership.
• Analyze AR aging, payer mix, denial data, and productivity metrics to spot risks and drive corrective action.
• Design and implement process improvements, automation, and workflow standardization across teams.
• Partner with IT and vendors on practice management system, clearinghouse, and RCM technology improvements.

Compliance and quality

• Ensure operations comply with HIPAA, CMS and Medicare/Medicaid billing rules, payer contracts, the False Claims Act, and the No Surprises Act where applicable.
• Oversee internal quality audits for coding accuracy, payment posting, and AR follow-up.
• Keep policies and procedures current and ensure staff are trained on regulatory and payer updates.
• Respond to payer audits and records requests in coordination with compliance leadership.