Title: Manager - PFS Customer Service and Cash Applications locations Work from Home - Hybrid - Ohio time type Full time job requisition id R23496 Job Description: Facility: Work from Home - Hybrid - Ohio Department: HIM/ Revenue Integrity Schedule: Full time Hours: 40 Job Details: The Patient Financial Services Manager for customer service and cash applications is responsible for overseeing the operations and functions of the department's billing services, which can include patient statement processing, self-pay collections, customer service, payment posting, and credits/refunds. This role involves review of collections performance, managing billing and collections, ensuring compliance with third-party regulations, and improving key revenue-cycle performance indicators. Under the general direction of the Director Patient Financial Services, the manager is responsible for maintaining an efficient operational workflow for day-to-day operations in the areas of accounts receivable management. Management responsibility includes implementing and monitoring productivity standards, work queue volumes, problem resolution, understanding and monitoring KPIs, team action plans and adherence to Dayton Children's policies and procedures. This position will work directly with various interdepartmental teams for collaboration of optimized revenue cycle management. Department Specific Job Details: Education - High school diploma required - Associate degree preferred Experience - Three+ years of experience in patient financial services or healthcare billing - At least one year of leadership or supervisory experience - Strong communication and interpersonal skills - Ability to work tactfully with patients, staff, and interdepartmental customers Skills/Competencies - Proficient in managing billing and collection processes - Strong analytical and problem-solving skills - Ability to lead and motivate a team - Knowledge of healthcare billing regulations and compliance requirements - Excellent organizational and time-management skills

Role Description We are hiring a Client Strategist / CSM who will own both the client relationship and the marketing strategy for a portfolio of approximately 30 accounts. This is not a coordinator role. You are the person who sets the plan, directs the creative, reviews the data, adjusts the approach, and hands the tactical execution to the fulfillment team. You will be the main point of contact your clients trust, the authority they look to for marketing guidance, and the strategist who drives their results. When a business owner picks up the phone, they should feel like they are talking to someone who understands their world — not a marketer reading from a deck. This role is part strategy, part relationship, and part sales. If you have experience in client-facing marketing roles, understand paid advertising, and know how to build trust with business owners through direct, peer-level conversations, this role was built for you. Key Responsibilities - Strategy & Campaign Direction - Own the full-funnel marketing strategy for each client: lead generation ads, retargeting, CRM automation, and follow-up sequences. - Set creative direction — determine what video and image assets should communicate, which angles to test, and what messaging to prioritize. - Review campaign performance data across paid advertising and SEO, identify what is working and what is not, and adjust the plan accordingly. - Translate marketing analytics into clear, actionable insights that business owners can understand without jargon. - Hand off tactical execution to the fulfillment team while maintaining strategic oversight of all deliverables. - Client Relationship Management - Serve as the primary point of contact for a portfolio of approximately 30 client accounts. - Lead weekly or biweekly strategy calls with clients — own the conversation, set the frame, present results clearly, and recommend next steps. - Keep clients updated proactively via calls, text, and personalized reporting — do not wait for them to reach out. - Build genuine trust and rapport with business owners through direct, peer-level communication. - Proactively address concerns before they escalate and hold the relationship together when results fluctuate. - Retention, Growth & Advocacy - Own client satisfaction, retention, and long-term account health. - Identify upsell and expansion opportunities based on client goals and performance trends. - Collect testimonials, referrals, and reviews through strong relationship management. - Coordinate with the fulfillment team to ensure deliverables are completed on time and meet quality standards. Success Metrics (KPIs) - Client retention rate and churn reduction. - Weekly/biweekly client communication cadence (calls, updates, texts). - Response time to client inquiries. - Personalized report delivery and quality. - Upsell and expansion revenue. - Client referrals, testimonials, and reviews collected. - Negative feedback frequency and resolution. - Campaign performance alignment with client expectations. Qualifications - 2–4+ years of experience in client strategy, account management, or customer success — preferably in a digital marketing agency environment. - Hands-on experience with paid advertising (Facebook Ads, Google Ads) and SEO — you can read dashboards, diagnose underperformance, and speak to strategy with confidence. - Strong verbal communication and commanding presence on the phone — this role lives and dies on live conversations, not just emails and messages. - Strategic thinker with the confidence to set a plan, defend it, and adjust when the data says otherwise. - Calm and steady in hard conversations — when results dip or a client pushes back, you hold frame, direct the call, and keep the relationship intact. - Previous sales experience or a sales-driven mindset — this is partially a sales role where you are selling the client on a long-term relationship with you. - Proactive, high-drive personality — you reach out before the client has to, and you never assume silence means satisfaction. - Proficiency with CRM platforms, project management tools, and team communication tools. Nice to Have - Experience managing marketing funnels end-to-end (ad creative → landing page → CRM flow → follow-up). - Familiarity with marketing automation platforms and lead management systems. - Experience in an agency setting managing 15–30+ client accounts simultaneously. - Background working with or selling to small business owners. - Experience in industries where clients are direct, high-expectation, and results-focused. Compensation & Benefits - Base Salary: $60,000/year. - Performance Bonuses: Based on client retention, satisfaction, and growth — total comp ranges from $75,000 to $85,000/year. - Fully remote work environment. - Quarterly in-person team meetups. - Direct access to leadership and agency growth trajectory. 90-Day Success Metrics - Fully own their assigned client portfolio (~30 accounts) and lead all client calls independently. - Set and present a clear marketing strategy for each client, demonstrating command of the funnel from ads through follow-up. - Deliver personalized reports consistently and maintain proactive communication cadence. - Build genuine rapport with each client — business owners should feel confident that their strategist understands their world. - Demonstrate the ability to diagnose campaign issues and recommend data-backed adjustments. - Maintain strong client retention with zero avoidable churn. - Successfully direct the call on every meeting — setting the frame, running the agenda, and not letting the client run the meeting. Important Notes This role is for someone who wants to own outcomes, not manage tasks. You will be the person your clients trust to grow their business — and you will have the autonomy and support to do exactly that. If you understand how paid marketing actually works, can build trust with business owners through real conversations, and have the confidence to own a strategy end-to-end, we want to hear from you.

• Own the full-funnel marketing strategy for each client: lead generation ads, retargeting, CRM automation, and follow-up sequences • Set creative direction — determine what video and image assets should communicate, which angles to test, and what messaging to prioritize • Review campaign performance data across paid advertising and SEO, identify what is working and what is not, and adjust the plan accordingly • Translate marketing analytics into clear, actionable insights that business owners can understand without jargon • Hand off tactical execution to the fulfillment team while maintaining strategic oversight of all deliverables • Serve as the primary point of contact for a portfolio of approximately 30 client accounts • Lead weekly or biweekly strategy calls with clients — own the conversation, set the frame, present results clearly, and recommend next steps • Keep clients updated proactively via calls, text, and personalized reporting — do not wait for them to reach out • Build genuine trust and rapport with business owners through direct, peer-level communication • Proactively address concerns before they escalate and hold the relationship together when results fluctuate • Own client satisfaction, retention, and long-term account health • Identify upsell and expansion opportunities based on client goals and performance trends • Collect testimonials, referrals, and reviews through strong relationship management • Coordinate with the fulfillment team to ensure deliverables are completed on time and meet quality standards

• Own the post-sale journey for large enterprise accounts • Act as a trusted advisor, driving deep product adoption • Manage the commercial lifecycle, including contract renewals and expansion negotiations • Map customer business objectives to our software tooling capabilities to maximise ROI • Identify risk early and execute proactive retention strategies • Partner with Product and Engineering to route critical enterprise feature requests