Bachelor's degree in Healthcare Administration, Finance, Business Administration, or related field; Master's preferred.
7+ years of healthcare revenue cycle management experience.
5+ years of vendor management and contract negotiation experience in healthcare settings.
3+ years of direct people management and team leadership experience.
Certified Revenue Cycle Executive (CRCE) or Certified Revenue Cycle Professional (CRCP) preferred.
Responsibilities
Develop and implement vendor strategy for the Patient Responsibility Center of Excellence.
Establish and maintain SLAs, KPIs, and governance frameworks for vendors.
Lead quarterly business reviews with vendors and manage contract negotiations.
Build and mentor a high-performing team of analysts.
Establish and monitor performance dashboards tracking KPIs across vendors and self-pay stages.
Identify gaps and data quality issues in end-to-end data flows between vendor systems and internal platforms.
Conduct vendor risk assessments and identify opportunities for vendor consolidation.
Benefits
Opportunities for professional development and mentorship.
Collaborative and fast-paced work environment.
Potential for performance-based incentives and bonuses.
Exposure to multiple facets of healthcare operations.
Engagement in strategic decision-making processes.
Full Job Description
Job Summary
The Director, Patient Responsibility Vendor Operations is responsible for providing strategic leadership, oversight, and continuous quality improvement for Ventra Health's Patient Responsibility Center of Excellence. This position directs and governs the entire self-pay vendor ecosystem, including coverage discovery, patient digital engagement, patient statements, payment solutions, and bad debt collections. The Director ensures end-to-end workflow excellence, vendor performance optimization, regulatory compliance, and measurable improvements in revenue capture and patient experience across all self-pay functions.
Essential Functions and Tasks
Develop and implement comprehensive vendor strategy for the Patient Responsibility Center of Excellence, ensuring alignment with organizational financial and operational objectives.
Establish and maintain standardized Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and governance frameworks for all vendor categories.
Lead quarterly business review (QBR) meetings with key vendors and manage vendor contract negotiations, renewals, and escalation management.
Build, mentor, and develop a high-performing team of Data & Performance Analysts and Workflow & Operations Analysts.
Establish and monitor comprehensive performance dashboards tracking KPIs across all vendor categories and self-pay stages.
Monitor end-to-end data flows between vendor systems and internal platforms to identify gaps, data quality issues, and timing failures.
Partner with Client Success, Operations, Finance, Technology, and Compliance teams on process improvements and system implementations.
Conduct vendor risk assessments, maintain contingency plans, and identify opportunities for vendor consolidation or replacement.
Education and Experience Requirements
Bachelor's degree in Healthcare Administration, Finance, Business Administration, or related field (Master's degree preferred).
Minimum 7+ years of healthcare revenue cycle management experience.
Minimum 5+ years of vendor management and contract negotiation experience in healthcare settings.
Minimum 3+ years of direct people management and team leadership experience.
Certified Revenue Cycle Executive (CRCE) or Certified Revenue Cycle Professional (CRCP) preferred.
Knowledge, Skills, and Abilities
Advanced knowledge of end-to-end revenue cycle operations, particularly self-pay workflows.
Expertise in vendor performance management, SLA development, and governance frameworks.
Strong financial acumen and ability to analyze complex financial data and operational metrics.
Advanced proficiency with data analysis and business intelligence tools (Excel, Power BI, Tableau, or similar).
Experience with healthcare billing systems, EHR platforms, and related technology (Epic, Cerner, Athena, or similar).
Understanding of healthcare compliance requirements (HIPAA, state billing regulations, payer guidelines).
Exceptional leadership, communication, and interpersonal skills.
Ability to manage multiple priorities and stakeholder groups simultaneously.
Strong problem-solving skills and ability to drive continuous improvement initiatives.
Strategic thinking with ability to balance short-term operational needs with long-term goals.
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
Ability to read, understand, and apply state/federal laws, regulations, and policies.
Ability to communicate with diverse personalities in a tactful, mature, and professional manner.
Ability to remain flexible and work within a collaborative and fast paced environment.
Strong oral, written, and interpersonal communication skills.
Strong time management and organizational skills.
Understand and comply with company policies and procedures.
Compensation
Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.
This position is also eligible for a discretionary incentive bonus in accordance with company policies.
