OMG, LLC is a market leader in providing on-site managed services and digital solutions for clients throughout the United States. We pride ourselves on taking care of our employees through our RightTeam programs. Our philosophy is “happy employees, happy clients.” Our core values—Can do attitude, Teamwork, Openness in communication, Honesty, Integrity, and Candor, Positive attitude, Excellent attendance record, Promptness, and a strong work ethic—are the bases from which our employees excel. Our reputation for the highest level of quality and service rests 100% on the efforts of our employees. To continue our growth and success, we constantly seek to add high-caliber individuals to our team.

Summary

Healthcare Account Manager for Mailroom Operations is responsible for overseeing the management of all print services provided at our client facility. This role ensures operational efficiency and client satisfaction. Additionally, the position supports the organization’s graphic design needs, collaborating with various client departments to produce high-quality print and digital materials. While the primary focus is on managing print services, the role also involves secondary duties in graphic design as necessary.

The Account Manager is responsible for the overall performance and success of onsite managed services within a healthcare environment. This role owns day-to-day service delivery, staff leadership, SLA compliance, and client satisfaction across hospital campuses, outpatient clinics, and administrative facilities.

The Account Manager acts as the trusted operational partner to healthcare leaders, ensuring services are delivered with accuracy, confidentiality, and urgency—recognizing that document and information workflows directly impact patient care, revenue cycle, and compliance.

Key Responsibilities

• Healthcare Client Relationship Management
• Serve as the primary point of contact for healthcare stakeholders including:
• o Hospital operations
• o Health Information Management (HIM)
• o Revenue Cycle
• o Compliance & Privacy
• o Facilities and Supply Chain
• Build strong partnerships with clinical and administrative leaders
• Lead recurring service reviews focused on quality, turnaround time, and risk mitigation
• Communicate clearly and professionally in clinical environments
• Escalate and resolve issues that may impact patient care or regulatory compliance

Service Delivery & SLA Oversight (Healthcare-Focused)

• Own delivery of mailroom onsite services 
• Digital mail intake, scanning, and indexing
• Records & information management (physical and digital)
• Ensure SLAs related to time-sensitive patient, claims, and legal documents are met
• Monitor daily volumes, backlogs, accuracy rates, and priority queues
• Lead root cause analysis for service failures, PHI exposure risks, or workflow delays
• Implement corrective actions and preventive controls

Onsite Healthcare Team Leadership

• Directly manage onsite supervisors and frontline staff 
• Ensure staff are trained on:
• o HIPAA and PHI handling
• o Chain-of-custody procedures
• Coordinate staffing coverage across shifts, holidays, and surge events
• Address employee relations issues 
• Maintain a professional presence consistent with hospital standards

Compliance, Privacy & Risk Management

• Ensure strict compliance with:
• o HIPAA and HITECH
• o Hospital privacy and security policies
• Enforce secure document handling, access controls, and audit trails
• Participate in privacy audits, risk assessments, and incident investigations
• Immediately address and document any PHI incidents or near misses
• Maintain SOPs, training logs, and compliance documentation

Continuous Improvement & Healthcare Innovation

• Identify process improvements that reduce turnaround time for:
• o Patient correspondence
• o Claims and remittance processing
• o Legal and compliance documents
• Support implementation of digital mail, and automation solutions
• Drive adoption of standardized healthcare best practices across sites

Required Qualifications

• Bachelor’s degree or equivalent experience
• 3+ years of experience in managed services, BPO, or onsite outsourcing
• Experience working in hospital or regulated healthcare environments
• Proven client-facing service delivery leadership
• Strong understanding of HIPAA, PHI handling, and healthcare compliance
• Excellent communication and escalation management skills

Preferred Qualifications

• Experience supporting large health systems or IDNs
• Background in mailroom, digital mail, or document processing
• Familiarity with healthcare workflows (Revenue Cycle, HIM, Patient Access)
• Lean, Six Sigma, or healthcare process improvement experience

Key Competencies

• Patient-first mindset
• Operational excellence in regulated environments
• Risk awareness and compliance discipline
• Calm, professional presence in clinical settings
• Data-driven problem solving
• Team leadership and accountability 

OMG, LLC reserves the right to revise and alter this job description as needed.

OMG, LLC is an Equal Opportunity Employer.