Revenue Cycle Management - Manager

CareDesk; Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

CareDesk in the Philippines is seeking a Client Service Delivery Manager to lead its RCM teams, ensuring service delivery meets client expectations and industry standards. You will oversee daily operations, performance metrics, and cross-functional collaboration to maintain efficient RCM services.

The role focuses on people management, workflow optimization, and continuous improvement, fostering a strong team culture while aligning with CareDesk's customer-centric approach and regulatory

Qualifications

• Minimum 5 years in Revenue Cycle Management with direct oversight of AR, coding, or related operations.
• Proven ability to manage SLAs, KPIs, and data-driven performance reporting.
• Familiarity with HIPAA, healthcare billing standards, and regulatory requirements.

Responsibilities

• Oversee end-to-end RCM operations across AR, coding, and related functions.
• Monitor SLAs, KPIs, and performance metrics; drive data-driven improvements.
• Lead training, onboarding, and career development for RCM staff.
• Maintain SOPs, training materials, and process documentation.
• Collaborate with IT and other departments to optimize workflows and automation.

Skills

Leadership

Team management

Data-driven decision making

Communication

Education

Bachelor's degree in Healthcare Administration or related field

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

Tools

Epic or equivalent

Tableau

Excel

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.