[Hiring] Manager, Process Systems @US Acute Care Solutions

Role Description

The Manager, Process Systems leads the team responsible for administering, maintaining, and optimizing the applications that support the organization’s medical billing operations, including the practice management system, ticketing system, interfaces, electronic transactions, and related vendor relationships. The role oversees daily production of electronic demographics, claims, remittance, and eligibility, and maintains appropriate system controls. The ideal candidate is a results-driven leader who sets a clear vision, establishes structured and repeatable operating practices anchored in Service Desk Plus (SDP), and executes with precision to elevate team performance, accountability, and service quality. Champions the use of technology and automation throughout the organization.

Location: Remote

Essential Job Functions:

• Define and communicate a clear vision, goals, and operating roadmap for Process Systems that align with company and department objectives.
• Translate strategy into actionable plans with defined priorities, owners, milestones, and measurable outcomes; execute with precision and hold the team accountable for results.
• Establish structured operating practices, including documented standard operating procedures (SOPs), defined roles and responsibilities, escalation paths, and change management protocols.
• Champion Service Desk Plus (SDP) as the system of record for all team work, ensuring requests, incidents, problems, and changes are consistently logged, categorized, prioritized, assigned, and resolved within the system.
• Design and optimize SDP workflows, service catalog, categories, templates, automation rules, and service level agreements (SLAs) to drive efficient, consistent service delivery.
• Establish, monitor, and report on key performance indicators (KPIs), including SDP ticket volume, response and resolution times, SLA compliance, backlog, and process/error rates; use the data to identify trends and drive continuous improvement.
• Lead regular operational reviews (e.g., ticket queue, backlog, and performance meetings) to maintain transparency, prioritize work, and remove obstacles.
• Oversee development and support of the practice management system, including file maintenance, electronic transactions, interfaces, upgrades, and month-end close processes.
• Oversee the clearinghouse function, including 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 to ensure accuracy, quality, and compliance across department operations.
• Lead strategic planning for system development, recommending software, modules, and upgrades that support the company’s long-term goals.
• Design and deliver technical solutions and automation that improve operational efficiency across business initiatives.
• Build and maintain a knowledge base of system documentation, procedures, and known resolutions to increase business continuity and accelerate issue resolution.
• Provide end-user support and training for newly released functionality, transitioning ongoing training to the training team.
• Communicate effectively with leadership and cross-functional teams, both technical and non-technical, on priorities, status, risks, and results.
• Supervise staff, assign and track work through SDP, and ensure timely, high-quality completion.
• Set clear performance expectations, provide regular coaching and feedback, and promptly address performance gaps through development plans or corrective action.
• Build team capability through training, cross-training, knowledge sharing, and succession planning.
• Manage all human resource matters for the department, including recruiting, hiring, performance evaluations, corrective action, counseling, and employee separations.
• Verify, approve, and submit employee time records.
• Ensure staff adhere to company and department policies and procedures.
• Perform other duties as assigned.

Qualifications

• Demonstrated ability to set a vision and lead a team to execute it with precision, discipline, and measurable results.
• Proven track record of improving team performance and accountability, including strengthening underperforming teams.
• Experience implementing structured IT service management (ITSM) practices; familiarity with ITIL or similar frameworks a plus.
• Hands-on experience administering and leveraging a ticketing system, preferably ManageEngine Service Desk Plus (SDP), including workflow configuration, SLAs, automation, and reporting.
• Experience configuring and supporting EDI transactions (837P, 837I, 837 outgoing, 835, 834).
• Experience with interfaces and FTP processes.
• Understanding of continuous quality improvement methodologies and quality control frameworks.
• Strong analytical skills, with the ability to diagnose system, people, and process issues and present data-driven solutions.
• Proficiency in Microsoft Windows and Office applications, particularly Excel, as well as database and web-based applications.
• Excellent verbal and written communication skills, with the ability to engage effectively with staff and leadership.
• Ability to identify, escalate, and communicate emerging issues and risks to management.
• Strong organizational and project management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Exceptional attention to detail.
• Ability to maintain confidentiality, including protected health information (PHI) in accordance with HIPAA.
• Ability to work overtime as business needs require.
• Demonstrated leadership through commitment to teamwork, alignment with company and department goals, adaptability to change, and proactive work with minimal supervision.
• Ability to resolve conflict constructively and persuade others to accept a course of action.

Requirements

• Bachelor’s degree in Information Systems, Business, Mathematics, or a related field; equivalent experience with a strong healthcare billing background will be considered.
• Management or supervisory experience required, with a demonstrated record of leading process improvement and operational change.
• Experience in healthcare revenue cycle operations and IT service management preferred.
• Experience with athenahealth is a plus.

Physical Demands

• While performing the duties of this job, the employee is regularly required to sit for prolonged periods and occasionally walk, stand, bend, stoop, and lift up to 15 pounds.
• Requires close visual acuity to perform job duties.

Benefits

• Medical, dental, and vision insurance options
• Health savings accounts (HSA) and flexible spending accounts (FSA)
• 401(k) employee and employer contributions
• Paid time off, including vacation, sick leave, and company holidays
• Paid parental leave & family support benefits
• Short-term and long-term disability insurance
• Life and accidental death & dismemberment (AD&D) insurance
• Employee assistance programs & wellness resources
• Additional compensation may include bonus eligibility, equity, or other incentive programs, depending on the role.
• Specific benefit offerings and eligibility will be provided during the hiring process and may be subject to change in accordance with applicable laws and company policies.