Manager, Process Systems

US Acute Care Solutions • Virtual OH, OH

5d • $68,315 - $126,383 • Remote

About The Position

The Manager, Process Systems leads the team responsible for administering, maintaining, and optimizing applications supporting medical billing operations, including the practice management system, ticketing system, interfaces, electronic transactions, and vendor relationships. The role oversees production of electronic demographics, claims, remittance, and eligibility and maintains appropriate system controls. This leader establishes a clear vision and structured, repeatable operating practices anchored in Service Desk Plus (SDP), and drives team performance, accountability, service quality, technology adoption, and automation.

The position oversees operational processes and system development, clearinghouse and vendor functions, audits and controls, technical solutions, documentation, end-user support, and staff management. The role is remote and may require overtime as business needs require.

Requirements

• Demonstrated ability to set a vision and lead a team to execute with precision, discipline, and measurable results.
• Management or supervisory experience, with a demonstrated record of leading process improvement and operational change.
• Proven ability to improve team performance and accountability, including strengthening underperforming teams.
• Experience implementing structured IT service management practices.
• Hands-on experience administering and using a ticketing system, preferably ManageEngine Service Desk Plus, including workflow configuration, SLAs, automation, and reporting.
• Experience configuring and supporting EDI transactions, including 837P, 837I, 837 outgoing, 835, and 834.
• Experience with interfaces and FTP processes.
• Understanding of continuous quality improvement methodologies and quality control frameworks.
• Strong analytical skills and ability to diagnose system, people, and process issues and present data-driven solutions.
• Proficiency with Microsoft Windows and Office applications, particularly Excel, as well as database and web-based applications.
• Excellent verbal and written communication skills and ability to engage with staff and leadership.
• Ability to identify, escalate, and communicate emerging issues and risks to management.
• Strong organizational and project management skills, including managing multiple priorities in a fast-paced environment.
• Exceptional attention to detail.
• Ability to maintain confidentiality, including protected health information in accordance with HIPAA.
• Ability to work overtime as business needs require.
• Demonstrated teamwork, alignment with company and department goals, adaptability to change, and ability to work proactively with minimal supervision.
• Ability to resolve conflict constructively and persuade others to accept a course of action.
• Bachelor’s degree in Information Systems, Business, Mathematics, or a related field; equivalent experience with a strong healthcare billing background will be considered.

Nice To Haves

• Familiarity with ITIL or similar frameworks.
• Experience in healthcare revenue cycle operations and IT service management.
• Experience with athenahealth.

Responsibilities

• Define and communicate a vision, goals, and operating roadmap aligned with company and department objectives.
• Translate strategy into actionable plans with priorities, owners, milestones, and measurable outcomes, and hold the team accountable for results.
• Establish documented SOPs, roles and responsibilities, escalation paths, and change management protocols.
• Champion SDP as the system of record for requests, incidents, problems, and changes; ensure work is logged, categorized, prioritized, assigned, and resolved.
• Design and optimize SDP workflows, service catalog, categories, templates, automation rules, and SLAs.
• Establish, monitor, and report KPIs such as ticket volume, response and resolution times, SLA compliance, backlog, and process/error rates; use findings to drive improvement.
• Lead operational reviews of ticket queues, backlog, and performance to prioritize work and remove obstacles.
• Oversee practice management system development and support, including file maintenance, electronic transactions, interfaces, upgrades, and month-end close processes.
• Oversee clearinghouse production of claim, statement, eligibility, and status files.
• Manage payer and subcontracted clearinghouse vendor relationships, including setup, maintenance, FTP processes, and vendor performance.
• Develop and maintain audit and control procedures for accuracy, quality, and compliance.
• Lead strategic planning for system development and recommend software, modules, and upgrades supporting long-term goals.
• Design and deliver technical solutions and automation that improve operational efficiency.
• Maintain system documentation, procedures, and known resolutions to support business continuity and issue resolution.
• Provide end-user support and training for newly released functionality, transitioning ongoing training to the training team.
• Communicate priorities, status, risks, and results to leadership and cross-functional technical and non-technical teams.
• Supervise staff, assign and track work through SDP, and ensure timely, high-quality completion.
• Set performance expectations, coach and provide feedback, and address performance gaps through development plans or corrective action.
• Build team capability through training, cross-training, knowledge sharing, and succession planning.
• Manage departmental human resource matters, including recruiting, hiring, evaluations, corrective action, counseling, and separations.
• Verify, approve, and submit employee time records.
• Ensure staff adherence to company and department policies and procedures.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance options.
• Health savings accounts and flexible spending accounts.
• 401(k) employee and employer contributions.
• 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 and dismemberment insurance.
• Employee assistance programs and wellness resources.
• Potential bonus eligibility, equity, or other incentive programs depending on the role.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager