Senior Client Operations Manager
Summary of Position:
The Senior Manager, Client Operations is a senior-level operational and client leader responsible for the performance, stability, and growth of assigned client accounts. This role serves as a bridge between operational execution and strategic leadership, combining hands-on oversight of client operations with increasing accountability for people leadership, financial performance, client retention, and revenue growth. The Senior Manager monitors operational efficiencies through reporting, partners closely with Directors to identify and communicate inefficiencies, and implements timely corrective actions to ensure accounts remain in strong financial and operational standing. While primarily a remote position, travel to client accounts across Pennsylvania, New York and Maryland is required when gaps in processes, protocols, or gross margins are identified or when an account is deemed at risk.
Duties & Responsibilities:
Own the day-to-day operational performance of assigned client accounts to ensure stability, quality, and achievement of monthly revenue goals
Monitor operational efficiency through reporting and analysis of productivity, quality, and financial performance metrics
Analyze reports and performance data to identify trends, gaps, risks, and opportunities impacting account performance
Partner with Directors and Client Managers to communicate identified inefficiencies and implement timely corrective actions
Support Directors and Client Managers in managing accounts based on gaps and trends identified through reporting
Identify and recommend opportunities to improve productivity, increase efficiency, and support revenue growth
Assist Client Managers in developing and executing effective action plans to capture all areas of opportunity within their book of business
Prepare, analyze, and present standardized weekly dashboards, month-end operational performance reports, and ad-hoc reporting, as required
Provide reporting and metrics support for assigned client accounts
Attend monthly P&L meetings with Directors to understand financial performance, identify gaps, and support corrective strategies
Translate operational and financial metrics into actionable recommendations to support leadership decision-making
Serve as the primary point of contact for routine client communication and maintain strong, professional relationships with client management teams
Lead and continuously improve Client Manager and Supervisor meetings to review performance, align priorities, support operational alignment, and drive accountability
Provide leadership, coaching, and guidance to supervisors, managers and team members
Support hiring, onboarding, training, implementation, and ongoing performance management activities
Ensure appropriate staffing coverage, workforce alignment, and payroll review to support operational needs
Provide implementation and training support during the onboarding of new business to ensure consistency in processes and reporting
Ensure compliance with HIPAA, ROI regulations, contractual obligations, and Verisma policies and procedures
Review release of information requests for validity in accordance with applicable state and federal statutes
Perform quality reviews and audits as required by Verisma and client agreements
Monitor productivity and quality to ensure high levels of customer service satisfaction
Evaluate site protocols and best practices and provide input into the review and revision of procedures
Assist in the development and documentation of workflows that may be shared company-wide as best practices
Utilize Excel and business intelligence tools to generate analytical reports for clients, Directors, and executive leadership
Maintain strict confidentiality of all information accessed or observed in client facilities
Actively participate in a minimum of two enterprise committees (e.g., Culture Committee, Equity and Excellence Committee, Core Values Award Selection Committee, etc.) and propose new committees when appropriate to support organizational outcomes
Comply with and provide guidance on Company policies as outlined in the Company Handbook
Travel to client sites when operational issues cannot be resolved remotely or when accounts are deemed at risk
Submit company-related travel expense reports and required documentation in a timely manner
Perform other appropriate duties, as assigned, to meet the needs of the client and the Company
Live by and promote Verisma’s Core Values
Minimum Qualifications:
High school diploma, required; Bachelors degree, preferred
Prior proven success as a people manager
Ability to communicate effectively with internal and external customers and stakeholders, including clients, management and associates
Experience with medical records or healthcare and knowledge of HIPAA privacy information standards, required
Familiarity with medical terminology, preferred
Experience with Excel and analytical databases to provide data reports to clients and executive leadership
Ability to report to work consistently with minimal unplanned schedule deviations
Live within a geographical area that is nearby or central to existing client business in Pennsylvania.
Willing to travel to various assigned accounts and team meetings, as needed
A valid driver’s license and a history of safe driving
Verisma provides Care Coordination Services (CCS) and Health Information Management (HIM) solutions to healthcare organizations. The company specializes in e-filing, order and referral management, insurance verifications, prior authorizations, and patient medical form completion. Verisma serves healthcare clients by managing their electronic health records and administrative workflows, enabling providers to focus on patient care while Verisma handles documentation and compliance tasks.
