Client Service Manager, US
Be the face of ASP-RCM to your clients and the face of your clients to our team. Know their business down to the claim, solve the problem yourself, and keep every client with us.
The role
What this job actually is
Our Director of Client Services owns retention across the US book. You own it account by account, at the level where problems actually start: the claim that never went out, the denial that came back twice, the provider still waiting on enrollment, the payment posted to the wrong account. You are the client’s main contact and ASP-RCM’s representative in the room, and you are just as comfortable opening the AR aging with our team in Chennai. One hour you are on a client call, the next you are fixing a workflow with operations, the next you are helping the team clear a backlog. Client service, team player, problem solver, operations support: you switch roles whenever the account needs it. That range is the job.
Ownership
What you will own
Client retention, account by account
Know the honest health of every account on your book, the renewal dates and the risks, before the client raises them. No client leaves because something was missed.
The face of ASP-RCM
The main contact for practice owners, administrators and CFOs. Monthly reporting and quarterly business reviews on our HFMA-aligned KPI framework, accurate, on time and readable by the person paying the bill.
Transaction-level command
Charges, claims, rejections, denials, payments and AR by payer and by aging bucket. You can trace a dollar from the visit to the deposit and explain exactly where it stalled.
Problem solving to root cause
Take each issue to its cause and fix it: payer setup, a coding pattern, a credentialing gap, a posting error, a broken workflow. Close it with evidence, not a status update.
Operations support
Work alongside our delivery teams to set worklist priorities, step in on backlogs and escalations, and supervise the day-to-day work on your clients. When the team needs another pair of hands, you are one.
The face of the team
Represent our team’s work to the client honestly, and bring the client’s priorities back to the team so the work matches what matters to them.
Onboarding
Run new client onboarding: kickoff, system access, workflow mapping and the first 90 days of performance checkpoints.
Escalations
Be the accountable name when something goes wrong. Communicate honestly, drive it to closure and make sure the same failure does not repeat.
Growth inside the base
Spot real needs, new locations, specialties or services, and bring Sales in without overpromising.
Ramp
Your first 90 days
First 30 days
Meet every client on your book and read each account cold: performance trends, open issues, contract terms, key contacts and the transaction-level picture behind every KPI.
By day 60
A weekly issue log and monthly reporting running for every client, the top problems traced to root cause with fixes in progress, and team priorities matched to client priorities.
By day 90
Every client reviewed on cadence, at least one account visibly improved with evidence, and a retention risk list with a named plan for each account on it.
Requirements
What we look for
- RCM metric mastery is mandatory: net collection rate, gross collection rate, days in AR, AR over 90 days, denial rate, first-pass resolution rate, clean claim rate, cost to collect, charge lag and DNFB. You must be able to read them, explain what moves them and act on them.
- Healthcare revenue cycle experience with direct ownership of client accounts
- Hands-on at the transaction level: you can read an AR aging, a denial report and a remittance and say what needs to change
- A problem solver who has fixed real cash problems, with the specifics
- Client presence with practice owners, administrators and CFOs, including in hard conversations
- A team player who can supervise the work and also do it, comfortable with a global delivery team across time zones
- Organised: issues, commitments and follow-ups logged the same day
- Based in the United States
Bonus
Strong plus, not required
- Depth in ABA and behavioral health, FQHC, hospital and physician, or multi-specialty groups
- Familiarity with credentialing and payer enrollment workflows
- Experience with HFMA MAP Keys or a comparable KPI framework
- Background in implementation or onboarding for RCM engagements
- Hands-on with practice management and EHR systems used by our clients
Read this first
This role switches hats, often. Here is why.
- You move between client service, problem solving, operations support and team leadership, sometimes in the same day.
- Clients judge us on details. You need to know them before the client asks.
- Client retention on your accounts is your responsibility, and we will review it with you openly.
- We prefer early bad news to late surprises. Escalate early.
Accountability
How this role is measured
| Measure | What it means |
|---|---|
| Client retention | Gross retention on your book. The core measure of the role. |
| Account health | Every account scored, reviewed and current. |
| Issue resolution | Time to close against a documented SLA, with root cause fixed. |
| Reporting and QBRs | Prepared and delivered on cadence, every cycle. |
| KPI movement | Net collection rate, days in AR and denial rate moving the right way. |
| Onboarding | New clients live to plan, with first 90 days checkpoints met. |
Why ASP-RCM
Why this seat is different
We are senior-led by design. A senior partner is named on accounts and shows up in the work, which is why clients renew and why this role carries real authority rather than a title. Our AI suite is in production, not in a roadmap deck, and our compliance posture is independently audited: SOC 2 Type II with HITRUST, ISO 27001 and HIPAA.
We pay for certifications and run upskilling cohorts. You will work across Frisco, TX HQ, six US states and Chennai, India, with colleagues who have run these functions at scale.
Apply
Apply for this role
Takes two minutes, works on any device. A senior partner reads every application. Prefer email? Write to [email protected] with “Client Service Manager, US” in the subject line.