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 teamsEncourage associates to make decisions in the best interest of Inmar and the PRCM clientEstablish a team culture, within the team and across teams, in accordance with Inmar’sCoach and motivate associates to continue areas of developmentMaintain a professional image, high work ethic, positive mindset and leading by exampleDevelop associates to ensure they are providing the highest level of client serviceEnsure all new associates and temporary workforce are trained within company policy and procedure guidelines before gaining access to systemsClearly understanding the standard and unique deliverables for each clientEstablish processes to ensure accurate and timely deliverables and responses to client inquiriesBuild a trusted relationship with client contacts; understanding the nuances of each accountQuickly identifying and addressing issues that may negatively impact client deliverablesEffective balance workload and priorities for client service team based the needs of the clientsEstablish and ensuring compliance with internal policies and procedures for account managementStrategic:Understand client’s business goals and key deliverables outside day-to-day service requirementsSupport the CDM/CDD as necessary to ensure those key goals/deliverables are met, for example, supporting the CDM/CDD with Business Review preparationBuild 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 contractMaintain 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 timelyInfluenceServe as lead and/or facilitator for projectsDevelop relationships with cross functional teams (Product, IT, Finance) in order to effectively manage and develop action plans for issuesEscalate issues to management as necessary to ensure early awarenessEffective manage client requests by establishing reasonable deadlines when work is required by other functional teamsRecommend and implement best practices for transaction processing such as business rules, tolerance settings, transaction taggingTake a solution-based approach when addressing manager/director with issueDevelop efficiencies within team and present these ideas to manager/directorWork with team members to establish business rules that can be used each time these common scenarios ariseOperationalEffectively adjust workload balance based on changing day-to-day priorities as dictated by client demandsClearly understand the standard deliverables of service and the unique deliverables for each clientDistribute workload to team members as appropriateAdministrativeEnsure accurate and timely responses to client inquiriesEscalate issues to immediate manager and above as necessary to ensure issues don’t evolve into a deterioration of service to the clientEnsure associates attend annual HIPAA and Security Awareness training Provide daily/weekly reporting to supervisor/manager as determined based on job specific dutiesWork closely with HIPAA Privacy Officer when encountering potential Privacy BreachesMaintain HIPAA (Health Insurance Portability and Accountability Act) compliance in all client communicationPerform special projects and other duties as assigned by management.

Additional Responsibilities:

Performs other duties as assignedComplies 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
requiredAbility to reconcile bank statements and subsidiary systemsAbility to analyze transactions, detect and avoid errorsAbility to perform detailed work with numerical data and to make mathematical computations rapidly and accurately.Ability to prepare and analyze complex financial reports and recordsAbility to create documents requiring accuracy and confidential handlingAbility to maintain detailed, accurate records and filesAbility to organize tasks and time to ensure timely completion of all projectsAbility to proceed independently and carry out assignments to completion with minimal instructionAbility to use good judgment in recognizing scope of authorityAbility to facilitate communications and problem solveAbility to establish and maintain good working relationships internally and with clientsAbility to travel independentlyKnowledge of generally accepted accounting principlesKnowledge of accounting procedures on automated systemsIntermediate-level proficiency using MS Excel and MS WordKnowledge 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.