Senior Client Services Manager

AAIT Health RCM LLC•Little Rock, AR

About The Position

The Senior Client Services Manager runs day-to-day revenue cycle operations across the company's client portfolio and is accountable for cash collections, accounts receivable 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. The role oversees end-to-end revenue cycle workflows, monitors production and timely claim submission, leads denial prevention and recovery, and coordinates new-client onboarding. It directly manages RCM Managers and Team Leads and indirectly leads billing, coding, and AR staff. The manager also oversees staffing, hiring, training, coaching, and performance, and acts for the Director of RCM Services in the Director's absence. As a senior client contact, the manager supports business reviews, presents performance metrics and action plans, identifies revenue opportunities, and supports client retention and renewals. The position owns operational KPIs and reporting, analyzes financial and productivity data, implements process improvements and workflow standardization, and partners with IT and vendors on RCM technology. The role ensures compliance with HIPAA, CMS and Medicare/Medicaid billing rules, payer contracts, the False Claims Act, and the No Surprises Act where applicable. It oversees internal quality audits, maintains policies and procedures, ensures staff training on regulatory and payer updates, and coordinates responses to payer audits and records requests with compliance leadership.

Requirements

At least 7 years of progressive revenue cycle experience, including at least 3 years in a management role overseeing multiple RCM functions.
Experience in a medical billing company, RCM outsourcing firm, or multi-client/multi-specialty environment.
Deep working knowledge of commercial, Medicare, Medicaid, and managed care billing and reimbursement.
Strong command of CPT, ICD-10-CM, and HCPCS coding, modifiers, and CMS-1500 and UB-04 claim forms.
Demonstrated record of improving AR, denial rates, and cash collections.
Ability to build, motivate, and hold managers accountable, and handle performance issues directly and fairly.
Ability to translate AR, denial, and productivity data into clear priorities and action plans.
Ability to communicate confidently with physicians, practice administrators, and executives, including delivering difficult news.
Ability to manage competing deadlines across multiple client accounts while maintaining accuracy.
Ability to introduce new workflows and technology while keeping production on track.
Clear report-writing and presentation skills for front-line staff and leadership.
Experience with practice management and EHR systems such as Epic, athenaOne, eClinicalWorks, NextGen, AdvancedMD, PrognoCIS, or Kareo/Tebra.
Experience with clearinghouses such as Availity, Waystar, Cognizant, or Change Healthcare (Optum).
Advanced Excel skills, including pivot tables and lookups.

Nice To Haves

Experience with BI or reporting tools such as Power BI or Tableau.
Familiarity with RCM automation, RPA, or AI-assisted workflow tools.

Responsibilities

Oversee end-to-end RCM workflows for client accounts, including 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 timely claim submission and current work queues.
Lead denial prevention and recovery, including root-cause analysis, appeal strategy, and payer trend tracking.
Oversee credit balance resolution and refund processing in accordance with payer and state requirements.
Coordinate new-client onboarding, including payer enrollment checks, fee schedule loading, system setup, and go-live readiness.
Directly manage RCM Managers and Team Leads and indirectly lead 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 accountability, accuracy, and continuous improvement.
Act for the Director of RCM Services in the Director's absence.
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 client revenue opportunities, including underpayments, coding gaps, and front-end process fixes, and recommend solutions.
Support client retention and contract renewals through strong service levels and client relationships.
Own operational KPIs and produce regular performance reports for clients and company leadership.
Analyze AR aging, payer mix, denial data, and productivity metrics to identify 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.
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.