Manager, Process Systems

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Open until Filled Where 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.

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

• 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…