Revenue Cycle Management - Manager

CareDesk; Makati; On-site; PHP 1,800,000 - 2,800,000; Full time

Job summary

CareDesk is seeking a Client Service Delivery Manager to oversee the overall management and operational success of our RCM teams. You will ensure service delivery meets client expectations and internal performance standards while maintaining strong processes and documentation.

You will lead people management, workflow optimization, and continuous improvement across AR, coding, and related functions, driving performance, training, and collaboration with IT and other departments to support

Qualifications

• 5+ years in Revenue Cycle Management with leadership experience.
• Experience monitoring SLAs, KPIs, and data-driven reporting.
• Familiarity with healthcare billing, coding standards, and regulatory requirements (e.g., HIPAA).
• Proficiency in RCM tools and dashboards (AR tracking, coding performance, SLA monitoring).
• Experience with process improvement and cross-functional coordination.

Responsibilities

• Oversee end-to-end RCM operations across AR, coding, and related functions.
• Coach teams using KPI data and provide real-time feedback.
• Maintain coverage, ensure timely service delivery, and manage escalations.
• Develop training, onboarding, and career development for RCM staff.
• Optimize workflows and SOPs, partnering with IT for technology enablement.
• Foster a strong CareDesk culture and clear communication across departments.

Skills

People management

Operational oversight

KPIs and performance coaching

Leadership and team development

Cross-functional collaboration

Communication skills

Process improvement

Problem solving

Education

Bachelor’s degree in Healthcare Administration, Business, Finance

Master’s degree or certification in RCM/Health Information Management

Tools

Epic or equivalent

Excel

Tableau

Workflow automation platforms

EHR and practice management systems

Job description

The Client Service Delivery Manager is responsible for the overall management and operational success of CareDesk’s RCM teams. This role ensures that service delivery consistently meets client expectations, internal performance standards, and industry best practices. The Manager oversees daily operations, metrics, coverage, and team performance while maintaining strong processes, workflows, and documentation.

The role combines people management, operational oversight, workflow optimization, and continuous improvement—ensuring CareDesk’s RCM services run efficiently, effectively, and with a strong team culture.

Key Responsibilities

• Operational Oversight & Delivery

  • Focus on people allocation and support (who is staffed where, coaching in real-time, monitoring workload balance).

  • Manage end-to-end RCM operations across AR, coding, and related functions.

  • Ensure consistent coverage, timely service delivery, and smooth day-to-day operations.

  • Proactively resolve operational blockers and manage escalations.
    

• Metrics & Performance Management

  • Uses KPI data to coach individuals and address team performance issues; brings human context to numbers.

  • Support the monitoring of SLAs, KPIs, and performance outcomes across all RCM teams.

  • Assist in analyzing performance data to identify trends, risks, and improvement opportunities.

  • Help reinforce process adherence and accountability through regular reporting.
    

• People Management & Team Development

  • Owns training, onboarding, career development, and coaching. Ensures each associate has clear goals and support.

  • Oversee team staffing, training, onboarding, and performance management.

  • Provide coaching and career development opportunities for RCM staff.

  • Build strong team communication channels and promote CareDesk’s culture.
    

• Workflow & Process Optimization

  • Handles people/process dependencies (e.g., coordination with across teams, training gaps, client handoffs).

  • Assist in maintaining and updating SOPs, training materials, and process documentation.

  • Contribute to identifying opportunities for workflow automation and efficiency improvements.

  • Partner with IT and other departments to ensure technology supports RCM operations.
    

• Operational Excellence & Continuous Improvement

  • Drives team-driven improvements (feedback loops, building resilience into training and staffing models).

  • Drive initiatives that enhance quality, speed, and consistency of RCM services.

  • Monitor and strengthen process dependencies with other internal teams and vendors.

  • Support a resilient operating model that ensures reliable delivery even during periods of growth or change.

Culture & Communication

• Fosters day-to-day team culture (check-ins, coaching, recognition, building trust).

• Responsible for maintaining alignment with CareDesk culture.

• Monitor and resolve escalations across AR, Coding, Client Services, IT, etc.

• Handles people/process dependencies (e.g., coordination with across teams, training gaps, client handoffs).

Qualifications

• Minimum 5 years of experience in Revenue Cycle Management (RCM), with direct oversight of AR, coding, or related operational functions.

• Proven experience managing SLAs, KPIs, and data-driven performance reporting.

• Familiarity with healthcare billing, coding standards, and regulatory requirements (e.g., HIPAA).

• Proficient in RCM tools and platforms (e.g., Epic or equivalent).

• Experience with process improvement preferred.

Education & Experience

• Bachelor’s degree in Healthcare Administration, Business, Finance, or a related field.

• Preferred: Master’s degree or certification in RCM, Health Information Management, or Healthcare Compliance.

• Experience: 5–7 years of progressive experience in RCM operations, including people management, workflow oversight, and cross-functional process optimization.

• Prior experience in high-volume healthcare environments or with third-party RCM vendors is strongly preferred.

Skills & Competencies

• Strong proficiency in RCM software and dashboards for AR tracking, coding performance, and SLA monitoring.

• Skilled in Excel, reporting tools (e.g., Tableau), and workflow automation platforms.

• Familiarity with electronic health record (EHR) and practice management systems.

• Exceptional leadership and team management capabilities.

• Strong communication skills; both written and verbal.

• Analytical mindset with a data-driven approach to decision-making.

• High attention to detail and organizational discipline.

• Problem-solving orientation with ability to manage escalations and resolve operational blockers.

• Ability to collaborate effectively with cross-functional teams.

Success in this role will be measured by:

• Lead people development initiatives, including onboarding, coaching, and performance support.

• Build training programs and maintain knowledge documentation across RCM.

• Monitor and manage operational dependencies with other departments and vendors.

• Foster a strong, collaborative team culture and ensure clear communication flows.