United States onlyPOSITION SUMMARY
The Manager, Client Support is responsible for leading and managing the daily operations of the Client Support team, including direct oversight of Client Support Specialists/Representatives. This role is accountable for team-level performance across inventory reconciliation, prebill work queue resolution, and documentation workflows, ensuring all functions operate within established KPI standards. The Manager drives process improvement, manages escalations from the team, and coordinates with Client Delivery leadership to maintain operational alignment on client-impacting items. This role plays a key part in workforce planning, performance management, and developing the leadership capabilities of Supervisors within the team. The Manager does not have direct client interaction; all client communication is facilitated through the Client Delivery team.
JOB RESPONSIBILITIES:
Lead and manage Client Support Specialists/Representatives setting clear expectations for performance, accountability, and professional development
Own team-level performance across inventory reconciliation, prebill work queue resolution, and documentation workflows, ensuring all functions operate within established KPI standards
Monitor and analyze team performance metrics, identify trends and gaps, and implement corrective action plans to drive continuous improvement
Manage escalations from the team related to non-routine reconciliation issues, workflow barriers, complex account situations, and personnel matters
Identify and escalate recurrent process gaps that contribute to claims appearing on reconciliations to the Director, Client Support, supporting upstream resolution by Revenue Services
Identify and report systemic client system issues and workflow barriers to the Director, Client Support for resolution or cross-functional escalation
Coordinate with Client Delivery leadership to maintain operational alignment on client-impacting items, ensuring the Client Support team’s work product supports downstream delivery needs
Ensure accurate and consistent E360 documentation standards are maintained across the team through Supervisor oversight and periodic audits
Drive process improvement initiatives within the Client Support team, refining workflows, updating standard operating procedures (SOPs), and implementing best practices
Ensure client support processes are documented appropriately and that all relevant parties are trained and informed of process updates
Lead workforce planning efforts including workload distribution, capacity assessment, and staffing recommendations in coordination with the Director, Client Support
Responsible for hiring, onboarding, and training of Client Support team members
Conduct annual goal planning, performance reviews, and ongoing development plans for direct reports
Develop individual contributors through coaching, feedback, and structured development opportunities
Other duties as assigned
REQUIREMENTS AND QUALIFICATIONS:
High School Diploma or GED required. Associates or Bachelor’s Degree in Business, Healthcare Administration, or a related field preferred
3–5 years of experience in healthcare operations, revenue cycle, or a related environment required
2+ years of people-leadership experience, including direct management of staff or team leads
Strong understanding of reconciliation workflows, prebill work queue processes, and medical documentation operations
Demonstrated ability to manage team performance, set goals, and drive accountability
Strong analytical skills with the ability to interpret performance data and translate it into actionable improvement plans
Strong computer proficiency including MS Office (Word, Excel, and Outlook)
Timely and regular attendance
Equivalent combination of education and experience will be considered
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions
SPECIAL CONSIDERATIONS & PREREQUISITES:
Practices and adheres to EnableComp’s Core Values, Vision and Mission
Strong people-leadership skills with a focus on developing leaders, driving accountability, and building high-performing teams
Ability to handle large volumes of work while paying close attention to detail
Ability to work in a fast-paced environment with a strong sense of urgency
Demonstrated ability to manage competing priorities and deliver results across multiple workstreams
Effectively communicate issues, problems, and results that impact timelines for project completion
Ability to interact professionally at multiple levels within the organization, including cross-functional leadership
Strong organizational skills and attention to detail
Process improvement mindset with the ability to identify inefficiencies and implement scalable solutions
Experience communicating obstacles, challenges, and developing action plans to present to leadership
Demonstrated ability to escalate issues appropriately with clarity, context, and recommended paths forward
