Under the minimal direction the Manager, PRCM Accounts is accountable for the daily operations of a client service team(s) that delivers accurate and timely services and support to PRCM clients in accordance with Service Level Agreements (SLAs), including any add-on services for Exceptions Management or Business Intelligence.
The Manager, PRCM Accounts develops and maintains high quality/cost efficient processes, trains/leads associates and works effectively across the PFM organization to identify and resolve operational challenges that could potentially impact client deliverables. Duties also include interacting with numerous internal and external parties, assisting with on-boarding of new clients, cross-training with other team members, recommending product enhancements and system testing.
This is a hybrid position based in Winston Salem, NC
Primary Accountabilities:
- Leadership:
- Hire and develop high performing associate teams
- Encourage associates to make decisions in the best interest of Inmar and the PRCM client
- Establish a team culture, within the team and across teams, in accordance with Inmar’s
- Coach and motivate associates to continue areas of development
- Maintain a professional image, high work ethic, positive mindset and leading by example
- Develop associates to ensure they are providing the highest level of client service
- Ensure all new associates and temporary workforce are trained within company policy and procedure guidelines before gaining access to systems
- Clearly understanding the standard and unique deliverables for each client
- Establish processes to ensure accurate and timely deliverables and responses to client inquiries
- Build a trusted relationship with client contacts; understanding the nuances of each account
- Quickly identifying and addressing issues that may negatively impact client deliverables
- Effective balance workload and priorities for client service team based the needs of the clients
- Establish and ensuring compliance with internal policies and procedures for account management
- Strategic:
- Understand client’s business goals and key deliverables outside day-to-day service requirements
- Support the CDM/CDD as necessary to ensure those key goals/deliverables are met, for example, supporting the CDM/CDD with Business Review preparation
- Build a trusted relationship with client contacts and seek to understand if the operations team members are delivery accurate and timely service as outlined in client contract
- Maintain a level of engagement with clients; anticipating the needs of the CDMs and CDDs and proactively providing summary information, reports, account updates, etc. and escalating potential issues timely
- Influence
- Serve as lead and/or facilitator for projects
- Develop relationships with cross functional teams (Product, IT, Finance) in order to effectively manage and develop action plans for issues
- Escalate issues to management as necessary to ensure early awareness
- Effective manage client requests by establishing reasonable deadlines when work is required by other functional teams
- Recommend and implement best practices for transaction processing such as business rules, tolerance settings, transaction tagging
- Take a solution-based approach when addressing manager/director with issue
- Develop efficiencies within team and present these ideas to manager/director
- Work with team members to establish business rules that can be used each time these common scenarios arise
- Operational
- Effectively adjust workload balance based on changing day-to-day priorities as dictated by client demands
- Clearly understand the standard deliverables of service and the unique deliverables for each client
- Distribute workload to team members as appropriate
- Administrative
- Ensure accurate and timely responses to client inquiries
- Escalate issues to immediate manager and above as necessary to ensure issues don’t evolve into a deterioration of service to the client
- Ensure associates attend annual HIPAA and Security Awareness training Provide daily/weekly reporting to supervisor/manager as determined based on job specific duties
- Work closely with HIPAA Privacy Officer when encountering potential Privacy Breaches
- Maintain HIPAA (Health Insurance Portability and Accountability Act) compliance in all client communication
- Perform special projects and other duties as assigned by management.
Additional Responsibilities:
- Performs other duties as assigned
- Complies with all policies and standards
Required Qualifications:
- 4-6 years At least five years of relevant experience involving customer service, computer usage, people or project management and a Bachelor’s degree in Business Administration, Accounting, or a related field or an equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position
required - Ability to reconcile bank statements and subsidiary systems
- Ability to analyze transactions, detect and avoid errors
- Ability to perform detailed work with numerical data and to make mathematical computations rapidly and accurately.
- Ability to prepare and analyze complex financial reports and records
- Ability to create documents requiring accuracy and confidential handling
- Ability to maintain detailed, accurate records and files
- Ability to organize tasks and time to ensure timely completion of all projects
- Ability to proceed independently and carry out assignments to completion with minimal instruction
- Ability to use good judgment in recognizing scope of authority
- Ability to facilitate communications and problem solve
- Ability to establish and maintain good working relationships internally and with clients
- Ability to travel independently
- Knowledge of generally accepted accounting principles
- Knowledge of accounting procedures on automated systems
- Intermediate-level proficiency using MS Excel and MS Word
- Knowledge of computer systems and report generation (AS/400 knowledge preferred)
- Knowledge of servicing business accounts
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We are an Equal Opportunity Employer, including disability/vets.
