Manager, Process Systems

US Acute Care Solutions

. Define and communicate the vision, goals, and operating roadmap for Process Systems .

Posted 10/26/2026full-timeRemote • Ohio • United StatesMid-LevelSenior💰 $68,315 - $126,383 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Service Management (ITSM) practices, particularly with ManageEngine Service Desk Plus, and possesses strong analytical skills for diagnosing system and process issues. Proven leadership in managing healthcare revenue cycle operations and implementing process improvements while ensuring compliance with HIPAA regulations.

Highest-signal resume keywords

ManageEngine Service Desk Plus AdministrationHealthcare Revenue Cycle OperationsIT Service Management (ITSM) ImplementationKPI Monitoring and ReportingProcess Improvement Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

EDI Transaction ConfigurationWorkflow ConfigurationSLA ManagementData AnalysisMicrosoft Excel ProficiencyDatabase ApplicationsWeb-Based ApplicationsContinuous Quality Improvement MethodologiesChange Management ProtocolsTechnical Solution Design

Soft Skills

Excellent Verbal and Written CommunicationStrong Organizational SkillsProject ManagementConflict ResolutionTeam Leadership

Tools & Technologies

Service Desk PlusFTP ProcessesHealthcare Billing SystemsAthenahealth

Industry Keywords

HIPAA ComplianceHealthcare BillingOperational Change ManagementQuality Control FrameworksProcess/System Documentation

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Define and communicate the vision, goals, and operating roadmap for Process Systems
Translate strategy into actionable plans with priorities, owners, milestones, and measurable outcomes
Establish SOPs, roles and responsibilities, escalation paths, and change management protocols
Champion Service Desk Plus as the system of record for team work
Design and optimize SDP workflows, service catalog, categories, templates, automation rules, and SLAs
Establish, monitor, and report KPIs including ticket volume, response and resolution times, SLA compliance, backlog, and process/error rates
Lead operational reviews to maintain transparency, prioritize work, and remove obstacles
Oversee practice management system development and support, including file maintenance, electronic transactions, interfaces, upgrades, and month-end close
Oversee clearinghouse production of claim, statement, eligibility, and status files
Manage payer and subcontracted clearinghouse vendor relationships, setup, maintenance, FTP processes, and vendor performance
Develop and maintain audit and control procedures for accuracy, quality, and compliance
Lead strategic planning for system development and recommend software, modules, and upgrades
Design and deliver technical solutions and automation
Maintain system documentation, procedures, and known resolutions
Provide end-user support and training for newly released functionality
Communicate priorities, status, risks, and results to leadership and cross-functional teams
Supervise staff, assign and track work through SDP, and ensure timely, high-quality completion
Set performance expectations, coach employees, and address performance gaps
Build team capability through training, cross-training, knowledge sharing, and succession planning
Manage recruiting, hiring, 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

Requirements

What you’ll need

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 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, escalate, 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
Experience in healthcare revenue cycle operations and IT service management preferred
Experience with athenahealth is a plus
Ability 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

Benefits

Comp & perks

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