Job Type
Full-time
Description
About the Role The Director, Client Performance & Integration is accountable for client performance across a defined portfolio, ensuring alignment between operational execution, client expectations, and financial outcomes. This role operates within a tech-enabled, functionally specialized model designed to scale through automation, clear ownership, and optimized workflow orchestration.
Operating as the connective layer across Operations, Client Success, Product, and Automation, this leader proactively manages performance, drives issue resolution, and ensures successful client onboarding and integration. This role focuses on
performance ownership and intervention, ensuring clients achieve expected outcomes while enabling scalable, standardized operations.
Impact you will make? - Drive portfolio-level performance across assigned clients, ensuring alignment to revenue, throughput, cycle time, and quality targets
- Accelerate new client ramp and stabilization, reducing time to standard operating performance
- Eliminate silos by aligning cross-functional teams to deliver consistent, predictable outcomes
- Improve client satisfaction through proactive performance management and structured issue resolution
- Enable scalability through standardization, process improvement, and automation adoption
What you will do Client Performance Ownership - Own performance across assigned client portfolio, including throughput, cycle time, quality, and revenue outcomes
- Monitor performance trends and proactively identify risks and intervention opportunities
- Ensure alignment between operational capacity and client expectations
Cross-Functional Alignment - Serve as primary Operations partner to Client Success
- Align client commitments with operational capabilities and system workflows
- Drive accountability and timelines for escalations across teams
Client Integration & Ramp - Lead operational onboarding and ramp for new clients
- Define and track ramp success metrics (throughput, quality, cycle time)
- Partner with Operations leadership to stabilize performance and transition to steady-state execution
Issue Resolution & Escalation Management - Own resolution of high-priority client issues impacting revenue, SLAs, and satisfaction
- Conduct root cause analysis and drive cross-functional action plans
- Ensure sustainable resolution through process and system improvements
Performance Transparency & Reporting - Translate operational data into clear, actionable insights for leadership
- Develop client-level performance narratives, including risks, opportunities, and recommendations
- Support executive reporting and performance reviews
Continuous Improvement & Standardization - Identify cross-client trends, process gaps, and workflow inefficiencies
- Partner with Ops Enablement and Product to drive scalable solutions
- Promote standardization to improve efficiency and reduce variability
What you will bring - Strong operational leadership with the ability to manage performance across multiple clients or portfolios
- Proven ability to drive cross-functional alignment across Operations, Client Success, Product, and Automation
- Deep understanding of revenue cycle management, with strong knowledge of denials workflows and performance drivers
- Strong analytical and problem-solving skills, with the ability to translate data into actionable insights
- Executive presence with strong communication and influencing skills
- Ability to operate in fast-paced, ambiguous environments while maintaining focus on outcomes
What we would like to see - Bachelor's degree in Healthcare Administration, Business, Finance, or related field preferred or equivalent experience.
- 8-12+ years of experience in Revenue Cycle Management, with exposure to denials operations
- Experience managing client performance, integrations, or portfolio-based operations
- Experience leading cross-functional initiatives and driving measurable performance improvements
- Strong understanding of payer dynamics, denial trends, and operational KPIs
- Experience working in a metrics-driven, performance-focused environment
Core expectations - Demonstrate integrity and ethics in day-to-day tasks and decision making, operate effectively in the environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
- Support Compliance Program by adhering to policies and procedures pertaining to HIPAA, GLBA, FCRA, and other laws applicable to business practices; this includes becoming familiar with Code of Ethics, attending training as required, notifying management when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations
- US remote-based colleagues are not permitted to work from a location outside of the United States, at any time, without prior, written approval.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Disclaimer The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. This position may be required to perform other duties. If such work becomes a permanent and regular part of the job, a new description will be prepared.
Salary Description
Starting at $130,000/yr
