We are seeking a high-performing Manager, RCM Service Operations to serve as a key leadership bridge between the Director and Lead/Service Manager teams. This role is responsible for supporting day-to-day management of the client service organization, strengthening operational execution, and helping leadership maintain visibility into client health, escalations, and team performance.

The Manager role is designed to remove tactical burden from the Director by owning operational follow-through, people leadership, escalations, cross-functional alignment, performance monitoring, and special projects. This position may directly manage team members and will play an important role in coaching leaders, driving accountability, and ensuring consistency across the Service Manager organization.

This is an ideal opportunity for a strong operator who can balance people leadership, client experience, execution, and collaboration while enabling the Director to focus on strategic growth, organizational development, and enterprise priorities.

Key Responsibilities

Leadership & Team Management

• May directly manage Lead Service Managers, Service Managers, or other assigned team members.
• Provide coaching, performance feedback, and development support to team members.
• Reinforce accountability to role expectations, KPIs, client communication standards, and internal processes.
• Support hiring, onboarding, training, and talent development initiatives.
• Foster a high-performance, collaborative, and service-oriented culture.

Escalation Management

• Serve as a senior point of contact for complex client escalations and sensitive service issues.
• Partner with Service Managers and Leads to stabilize at-risk accounts and drive recovery plans.
• Coordinate cross-functional resources to resolve urgent operational issues quickly.
• Ensure escalations are documented, communicated clearly, and closed with accountability.

Client Health Oversight

• Maintain regular visibility into overall portfolio health across assigned teams.
• Monitor key indicators such as:
  • AR Aging (>90 / >120 days)
  • Denial trends
  • Clean claim rate
  • Client responsiveness / engagement
  • Revenue retention risk
  • Service backlog or throughput concerns
• Identify trends early and drive action plans with Leads and SMs.
• Ensure consistent use of client health scoring tools such as RAG status.

Cross-Functional Team Alignment

• Act as a central liaison between Service Managers, Claims Management, Vendor Management, Coding, Posting, Account Management, Client Success, and other internal stakeholders.
• Ensure priorities, timelines, ownership, and client expectations remain aligned across departments.
• Facilitate regular communication cadences between teams to reduce silos and improve execution.
• Escalate recurring workflow gaps or interdepartmental blockers to leadership with recommended solutions.
• Drive a unified client experience through consistent internal collaboration and accountability.
• Support organizational initiatives tied to the One EverHealth operating model and shared service standards.

Operational Execution

• Oversee day-to-day workflow discipline across the Service Manager organization.
• Ensure client meetings, reporting cadences, follow-ups, and documentation standards are met.
• Improve communication flow between Service Managers, Claims Management, Vendor Management, and leadership teams.
• Help prioritize workload and resources based on business risk and opportunity.

Strategic Support to Director

• Take ownership of tactical and operational responsibilities that allow the Director to focus on strategy.
• Prepare summaries on team performance, client risk, staffing needs, and recurring operational themes.
• Support annual planning, org design, pod alignment, and business readiness initiatives.
• Represent the Director in meetings or decisions when delegated.

Special Projects & Continuous Improvement

• Lead or support special initiatives such as:
  • Process redesign
  • Playbook / SOP implementation
  • Reporting enhancements
  • Training and enablement programs
  • Cross-functional workflow alignment
  • New client onboarding readiness
• Drive project timelines, accountability, and measurable outcomes.
• Identify opportunities to improve scalability, efficiency, and service consistency.

Qualifications

Required Experience

• Minimum 5+ years of experience in Revenue Cycle Management, healthcare operations, client services, or medical billing leadership.
• Prior leadership or management experience preferred.
• Strong knowledge of healthcare revenue cycle processes, payer workflows, and client service operations.
• Proven ability to manage escalations, competing priorities, and cross-functional teams.
• Strong analytical and problem-solving capabilities.
• Excellent communication and leadership presence.

Preferred Qualifications

• Experience in outsourced RCM or multi-client service environments.
• Experience leading managers, leads, or matrixed teams.
• Strong reporting and data analysis skills.
• Experience with Salesforce, Google, Zoom, and operational dashboards.
• Project management or change management experience.
• Experience building scalable processes in growing organizations.

Success in This Role Looks Like

• Director has increased capacity to focus on strategy and organizational priorities
• Faster, more effective escalation resolution
• Improved visibility into client health and operational risks
• Strong cross-functional alignment with reduced silos
• Stronger accountability and consistency across Leads and SMs
• Successful execution of special projects and process improvements
• Higher client satisfaction, retention, and team performance

Where: Remote, US The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States. If you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits and Perks:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid

• Continued investment in your professional development

• Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.

• 401k with up to a 4% match and immediate vesting

• Flexible and generous (FTO) time-off

• Employee Stock Purchase Program

Compensation: The target compensation for this position is $85,000 - $100,000 USD annually in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.