Senior Managed Services Specialist

About AlayaCare At AlayaCare, we’re more than just a fast-growing SaaS company, we’re a team of people passionate about transforming home healthcare. Our cloud-based platform empowers care providers around the world to deliver better outcomes for their clients. With 600+ employees across Canada, the US, Australia, and Brazil, we’re united by a shared mission and a strong culture of transparency, growth, and human connection. Whether you're early in your career or a seasoned expert, AlayaCare offers the opportunity to grow your impact, your skills, and your career. About the Role AlayaCare is seeking a Senior Managed Services Specialist with a focus on Revenue Cycle Management (RCM) and billing. This is a technical and consultative role within the Managed Services team, supporting both internal enablement and customer-facing consulting. You will partner with the RCM product team, develop internal best practices, and train customer-facing teams. You will also support customer implementations from an RCM perspective, helping customers establish and manage their billing and financial workflows in AlayaCare. In this role, you will independently manage billing escalations and mid-sized engagements, contribute to service optimization, and collaborate across departments to deliver high-quality, client-focused outcomes. What You’ll Do Internal Enablement and Operations • Partner with the RCM product team on new feature rollouts by providing customer feedback, use-case context, and support collaboration. • Design and deliver training for customer-facing teams on RCM workflows, new features, and best practices. • Develop, implement, and maintain best-practice RCM workflows and supporting documentation. • Act as an internal authority on RCM processes and configuration standards in AlayaCare, advising peers, Support, and leadership. • Collaborate with Support on recurring billing escalations and feed themes and root causes into product and process improvements. • Serve as a key source of RCM knowledge within Managed Services by mentoring peers and sharing best practices. Customer-Facing Consulting • Support customer implementations from an RCM perspective, working alongside the Implementation Consultant rather than owning the overall implementation. • Participate in discovery sessions to understand customer billing and RCM requirements and translate them into configuration recommendations. • Support testing and validation of RCM configurations before go-live. • Help customers establish and manage billing and financial workflows in AlayaCare, supporting a smooth transition into live billing operations. • Advise customers on RCM best practices tailored to their billing and payer environments. • Independently manage and resolve standard to moderately complex RCM and billing escalations after implementation. • Analyze root causes and identify patterns that can help prevent recurring issues. • Participate in consultation for new and premium managed service offerings, with a focus on delivering exceptional client value. What You'll Bring • A background in RCM, such as support, consulting, or another client-facing RCM role. • At least four years of experience in SaaS or a related technical environment, with a strong focus on managed services, RCM, or billing. • Formal education or direct work experience in finance, accounting, or medical billing. Experience processing claims, reconciling billing, or managing revenue cycle operations is a strong asset. • A bachelor’s degree in a relevant field is preferred; an equivalent combination of education and experience will be considered. • Familiarity with project management tools and platforms such as Mavenlink, Confluence, and Jira. • Hands-on experience with billing or claims workflows and RCM configurations is a strong advantage. • A strong customer service background, with the ability to own client relationships, manage expectations, and remain calm and solutions-focused under pressure. • Strong written and verbal communication skills, with the ability to lead, educate, and inspire both teams and clients. • Flexibility to travel as required for collaborative and client engagements. Nice to Have • Experience in the healthcare or home care industry. • Experience with US billing, including payers, claims, and reimbursement models. • Experience with SaaS products and/or software implementations. Location and Work Model This role is based remotely in the United States. Travel may be required within the United States and Canada. AI at Work At AlayaCare, AI is a core part of how we work. Success in this role requires bringing a working knowledge of AI, having used AI tools in practice, and being able to demonstrate how AI has helped improve the quality, efficiency, or impact of your work. We look for people who can adapt to new tools and ways of working and use AI responsibly in line with our privacy and security standards. We’ll support you with the tools, training, and coaching needed to succeed in an AI‑enabled environment. Why Join AlayaCare? Work With Purpose At AlayaCare, you’ll help build technology that empowers care providers and improves outcomes for patients and families. Every line of code and every customer interaction contributes to making care more connected, accessible, and human. Grow in a High-Trust Culture We believe in transparency, feedback, and assuming positive intent. Here, you’ll feel safe to share your ideas and career goals, and be supported to achieve them through mentorship, career mobility, and a promote-from-within philosophy. Balance That Works for You We value flexibility and well-being. From “Wellness Fridays” to volunteer time off, to flexible vacation, we make sure you have the space to recharge, contribute to your community, and live your best life. Benefits That Matter • Equity in a well-funded, scaling company. • Comprehensive health benefits, telemedicine, and lifestyle spending accounts. • Parental leave top-up and family support programs. Inclusive by Design We celebrate diverse perspectives and foster belonging through our DEIB initiatives. Employee-led events, summits, and social activities, both in-person and virtual, create meaningful connections across our global teams. Ready to Join Us? Apply today and be part of a company that makes a real difference in the future of home and community care. Not the right role for you? Share this posting with someone who might be a great fit. AlayaCare uses AI tools during our hiring process to support fair, consistent, and objective decision-making. Some initial screening steps may be automated to help identify qualified candidates. If your application is declined automatically, you may request a human review. We’re committed to creating a workplace where everyone belongs. If you require accommodation during the application process, please reach out to careers@alayacare.com.