Senior Client Services Manager in Little Rock, Arkansas at Pain Treatment Centers of America

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.

Qualifications

Required

• 7+ years of progressive revenue cycle experience, with 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 claim forms (CMS-1500 and UB-04).
• Demonstrated record of improving AR, denial rates, and cash collections.

Skills and competencies

• Leadership: builds, motivates, and holds managers accountable; handles performance issues directly and fairly.
• Analytical thinking: turns AR, denial, and productivity data into clear priorities and action plans.
• Client focus: communicates confidently with physicians, practice administrators, and executives, including delivering difficult news.
• Operational discipline: manages competing deadlines across many client accounts without losing accuracy.
• Change management: introduces new workflows and technology while keeping production on track.
• Communication: writes clear reports and presents well to both front-line staff and leadership.

Technology

• Practice management and EHR systems such as Epic, athenaOne, eClinicalWorks, NextGen, AdvancedMD, PrognoCIS, or Kareo/Tebra.
• Clearinghouses such as Availity, Waystar, Cognizant, or Change Healthcare (Optum).
• Advanced Excel (pivot tables, lookups); experience with BI or reporting tools such as Power BI or Tableau is a plus.
• Familiarity with RCM automation, RPA, or AI-assisted workflow tools is a plus.

Success metrics

This role is measured on the KPIs below across the client portfolio. Targets are typical industry benchmarks; adjust them to your specialties and payer mix.

KPI Target

Days in AR Under 40 days

AR over 90 days Under 15% of total AR

Clean claim rate (first pass) 95% or higher

Initial denial rate Under 5%

Net collection rate 96% or higher

Charge lag (date of service to submission) Under 3 days

Client retention 90% or higher

Equal opportunity statement

AAIT Health RCM LLC is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.