Manager, Client Support
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Lead and manage Client Support Specialists/Representatives setting clear expectations for performance, accountability, and professional development
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Own team-level performance across inventory reconciliation, prebill work queue resolution, and documentation workflows, ensuring all functions operate within established KPI standards
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Monitor and analyze team performance metrics, identify trends and gaps, and implement corrective action plans to drive continuous improvement
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Manage escalations from the team related to non-routine reconciliation issues, workflow barriers, complex account situations, and personnel matters
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Identify and escalate recurrent process gaps that contribute to claims appearing on reconciliations to the Director, Client Support, supporting upstream resolution by Revenue Services
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Identify and report systemic client system issues and workflow barriers to the Director, Client Support for resolution or cross-functional escalation
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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
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Ensure accurate and consistent E360 documentation standards are maintained across the team through Supervisor oversight and periodic audits
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Drive process improvement initiatives within the Client Support team, refining workflows, updating standard operating procedures (SOPs), and implementing best practices
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Ensure client support processes are documented appropriately and that all relevant parties are trained and informed of process updates
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Lead workforce planning efforts including workload distribution, capacity assessment, and staffing recommendations in coordination with the Director, Client Support
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Responsible for hiring, onboarding, and training of Client Support team members
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Conduct annual goal planning, performance reviews, and ongoing development plans for direct reports
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Develop individual contributors through coaching, feedback, and structured development opportunities
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Other duties as assigned
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High School Diploma or GED required. Associates or Bachelor’s Degree in Business, Healthcare Administration, or a related field preferred
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3–5 years of experience in healthcare operations, revenue cycle, or a related environment required
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2+ years of people-leadership experience, including direct management of staff or team leads
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Strong understanding of reconciliation workflows, prebill work queue processes, and medical documentation operations
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Demonstrated ability to manage team performance, set goals, and drive accountability
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Strong analytical skills with the ability to interpret performance data and translate it into actionable improvement plans
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Strong computer proficiency including MS Office (Word, Excel, and Outlook)
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Timely and regular attendance
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Equivalent combination of education and experience will be considered
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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
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Practices and adheres to EnableComp’s Core Values, Vision and Mission
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Strong people-leadership skills with a focus on developing leaders, driving accountability, and building high-performing teams
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Ability to handle large volumes of work while paying close attention to detail
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Ability to work in a fast-paced environment with a strong sense of urgency
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Demonstrated ability to manage competing priorities and deliver results across multiple workstreams
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Effectively communicate issues, problems, and results that impact timelines for project completion
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Ability to interact professionally at multiple levels within the organization, including cross-functional leadership
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Strong organizational skills and attention to detail
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Process improvement mindset with the ability to identify inefficiencies and implement scalable solutions
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Experience communicating obstacles, challenges, and developing action plans to present to leadership
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Demonstrated ability to escalate issues appropriately with clarity, context, and recommended paths forward