Senior Client Services Manager

Pain Treatment Centers of America•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 maintains compliance with payer, HIPAA, and federal billing requirements. The role oversees end-to-end revenue cycle workflows, including patient registration and eligibility, charge entry, coding review, claim submission, payment posting, AR follow-up, denial management, and patient statements. It also leads staff and client relationships, monitors performance, implements improvements, and oversees quality and compliance activities. Success is measured across the client portfolio using KPIs such as days in AR, AR over 90 days, clean claim rate, initial denial rate, net collection rate, charge lag, and client retention. The posting describes the listed KPI values as typical industry benchmarks that may be adjusted for specialties and payer mix.

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 turn 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 many 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 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 meet timely-filing limits and work queues remain current.
Lead denial prevention and recovery, 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 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 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 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 by maintaining strong service levels and 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.