Director of Operations

Job Title – Director - Operations

Department – RCM & Patient Collections - Operations

Position Overview:

We are seeking a dynamic RCM Director and Patient Collections who can lead current patient collection/customer service operations, while also bringing Revenue Cycle Management (RCM) expertise to support future planned growth expansion into full RCM services. The Director will plan, direct, coordinate, and oversee operations activities in the organization, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization.

Job Role:

• Oversee day-to-day operations of the patient customer service team, handling inquiries, account
• resolution, and service escalations.
• Manage patient collections, including outbound/inbound calls, payment arrangements, and account
• follow-up.
• Ensure ambitious standards of patient satisfaction, empathy, and service quality.
• Monitor performance metrics (e.g., resolution time, collections rates, CSAT) and coach teams to
• achieve targets.
• Develop and administer single or multiple clients' business with deployment of resources for large
• teams.
• Future-Ready RCM Responsibilities (as scope expands)
• Plan and build out the team/processes for claims submission, AR follow-up, denials management, and
• payment posting.
• Assist leadership in defining SOPs and best practices for full RCM lifecycle.
• Collaborate with billing vendors, clearing houses, and payers.
• Develop and implement RCM dashboards and performance tracking tools.
• Design and execute internal business processes to meet client SLA / work standards.
• Manage Client interaction, meeting, and business reviews.
• Ability to Manage different portfolio worked out of onshore site.
• Exposure and knowledge of managing healthcare and Telecom Collections.
• Ensure full compliance with all company, departmental, legal, and regulatory requirements.
• Demonstrate effective verbal and written communication with clients, management and across functions.
• Ensure that the assigned portfolio meets client and internal company performance benchmarks.
• Actively develop the management capabilities and business acumen of direct reportees, and drives the development of team members, ensuring full and well-rounded team competency
• Innovate performance improvement plans and strategies.
• Staffing and resource planning.
• Conduct workflow and process audit to identify and close the gaps.
• Strong people skills and ability to effectively consult with offshore support and operation teams.
• Presents periodic performance reports and metrics to the Executive leadership.
• Take complete ownership of business goals and targets and ensure they are met.
• Strong people skills to build and maintain relationships with clients, stakeholders, and external partners.
• Conflict resolution and coaching skills to foster a productive work environment.

Desired Skills & Qualifications:

• 5–8 years of experience in a healthcare environment, including patient collections and customer service
• 5+ years of progressive experience in Revenue Cycle Management, including 2+ years in a leadership or
• supervisory role.
• Proven experience managing end-to-end RCM processes, including patient access, charge capture, claims
• submission, AR follow-up, denials, and collections.
• Strong understanding of HIPAA regulations and healthcare compliance standards
• Experience working with Advance MD or similar healthcare billing platforms.
• Proven ability to lead teams, manage escalations, and train staff.
• Strong understanding of HIPAA, payer rules, and healthcare compliance
• Experience training and mentoring billing/collections staff and developing SOPs.
• Proficient with Excel and reporting tools for tracking KPIs and trends
• Excellent communication and organizational skills
• Bachelor's degree in healthcare administration, Business, or related field preferred but not essential.

Education:

• High school graduate.
• Bachelor's degree preferred

Job Type: Full-time

Pay: $140, $150,000.00 per year

Benefits:

• Dental insurance
• Paid time off
• Vision insurance

Work Location: In person