Manager, Process Systems

US Acute Care Solutions; Columbus (OH); Remote; USD 68,000 - 126,000; Full time

Benefits offered by this job

Health insurance

401(k) contributions

Paid time off

Parental leave

Disability insurance

Employee assistance programs

Wellness resources

Job summary

US Acute Care Solutions is seeking a Manager, Process Systems to lead the team that administers and optimizes the applications supporting our medical billing operations, including the practice management system and related interfaces.

The role requires strategic vision, ITSM experience, and excellence in SOPs, KPIs, and vendor relationships. Remote work is supported, with a focus on driving efficiency and accuracy across denials, eligibility, and claims processes.

Qualifications

• Visionary leader with measurable results in IT service management.
• Healthcare billing background with supervisory experience.
• Experience with SDP and ITSM; ITIL familiarity a plus.
• Experience with EDI transactions and interfaces/FTP.

Responsibilities

• Define a clear vision, goals, and operating roadmap for Process Systems.
• Translate strategy into actionable plans with priorities, owners, milestones, and outcomes.
• Create SOPs, define roles, escalation paths, and change management protocols.
• Champion SDP as the system of record for all team work and ensure proper logging and SLAs.
• Design SDP workflows, service catalog, templates, and automation rules.
• Monitor KPIs, ticket volumes, response/resolution times, and SLA compliance.
• Lead operational reviews and remove obstacles to maintain transparency.
• Oversee development of the practice management system and clearinghouse functions.
• Manage payer and subcontracted clearinghouse vendor relationships and FTP processes.
• Develop audit procedures to ensure accuracy, quality, and HIPAA compliance.
• Plan system development and upgrades aligned with long-term goals.
• Deliver technical solutions and automation to improve efficiency.
• Build a knowledge base and provide end-user training for new functionality.
• Communicate priorities and risks to leadership and cross-functional teams.
• Supervise staff, set performance expectations, and address gaps with coaching.
• Grow team capability through training and succession planning.
• Handle HR matters: recruiting, evaluations, corrective action, and separations.
• Verify and submit employee time records; ensure policy adherence.
• Perform other duties as assigned.

Skills

Vision leadership

ITSM (ITIL)

SDP administration

EDI transactions

Interfaces & FTP

Process improvement

Data analysis

MS Office / Excel

communication skills

Project management

Confidentiality (PHI)

Overtime availability

Education

Bachelor’s degree in Information Systems

Management or supervisory experience

Tools

Service Desk Plus (SDP)

athenahealth (plus)

Job description

Job Posting Closing Date

Job Posting Closing Date: Open until FilledWhere do you belong?Your career is more than just a job, it's part of your life. Whether you're a clinician, or non-clinical professional, at USACS you'll feel a sense of connection working with clinicians and office staff who share your interests and values. We want you to love coming to work each day because you believe in what you do and the people with whom you work. We care about your success.USACS also understands that location is important. We offer career opportunities for clinicians and non-clinical support staff from New York to Hawaii and numerous points in between. Our supportive culture, outstanding benefits and competitive compensation package is best in class.

Job 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.

KNOWLEDGE, SKILLS AND ABILITIES

• 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, escalation, 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.

EDUCATION AND EXPERIENCE

• 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.

Salary Range

Salary Range: $68,315.00-$126,382.75

The rate offered for this position will be in the range of $90,000 - $100,000

This range represents what we, in good faith, expect to pay for this role at the time of posting. Final compensation may vary based on factors such as experience, education, skills, and performance. Actual compensation may fall outside this range and is subject to change in the future.

Salary Range:$68,315.00 - $126,383.00 Salary may be determined on several factors including but not limited to knowledge, skills, experience, education, geographical location and requirements stated in job description.

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.