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
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