Senior Managed Services Specialist
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Skills
About the role
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.