Director of Operations - Early Out ServicesThis is a senior leadership role for someone with deep experience in
healthcare revenue cycle management, patient financial services, Early Out/self-pay operations, and contact center leadership.
The Director will be accountable for operational and financial performance, contractual service levels, staffing, productivity, quality, client satisfaction and retention, and the development of high-performing operational leaders.
Salary: $120K - $140K plus 15% annual bonus potential.
Location: Remote
Position Type: Full-Time
Department: Operations
Reports to: Senior Vice President of Operations - Payer Vertical
Travel: As NeededWhat You'll Do:Early Out & Revenue Cycle Operations- Direct daily operations across multiple Early Out Services client accounts.
- Ensure timely, accurate, compliant patient engagement, account resolution, and revenue cycle processes.
- Champion a patient-centered financial experience that balances effective account resolution and collection performance with compassionate and compliant patient interactions.
- Identify opportunities to improve Early Out processes, standardization, scalability, workflows, staffing, technology, and service delivery.
- Ensure adequate staffing and appropriate workforce skills across assigned accounts.
Contact Center PerformanceThis position requires a leader who understands the numbers behind a high-performing patient financial services/contact-center operation.
Monitor and improve key metrics including:
- Service Level
- Abandonment Rate
- Average Speed of Answer (ASA)
- Average Handle Time (AHT)
- First-Call Resolution (FCR)
- Schedule Adherence
- Occupancy
- Right-Party/Contact Rate
- Productivity, quality and service performance
The Director will develop and implement strategies to improve these results while maintaining strong patient and client experiences.
Client Relationship Management:- Serve as a senior operational point of contact for assigned Early Out clients.
- Manage multiple high-visibility, high-touch healthcare client relationships.
- Ensure contractual requirements, SLAs, performance standards, and client expectations are consistently met.
- Conduct regular performance discussions and establish clear expectations with clients.
- Manage escalations and negotiate priorities and action plans.
- Identify root causes of recurring client issues and implement corrective actions.
- Balance the competing priorities of multiple strategic healthcare clients.
People Leadership:- Directly lead Operations Managers and other operational leaders.
- Provide indirect leadership to the broader teams supporting assigned clients.
- Build and maintain high-performing teams focused on quality, productivity, compliance, patient service, and client satisfaction.
- Establish accountability for supervisory and management performance.
- Coach and develop managers and other leaders.
- Partner with HR and Talent Acquisition on recruiting, onboarding, development, and retention.
- Address issues involving productivity, quality, attendance, engagement, employee relations, and compliance.
Financial & Operational Leadership:- Analyze operational and financial performance.
- Prepare information for Monthly Operations Reports, business reviews, forecasts, and executive reporting.
- Meet established budget, staffing, productivity, and performance targets.
- Identify opportunities to improve cost effectiveness.
- Support budgeting, forecasting, capacity planning, and strategic operational planning.
- Communicate account performance, staffing, financial results, client concerns, operational risks, and priorities to senior leadership.
Technology & Operational Innovation:The Director will partner with
IT, Workforce Management, and Telephony to identify opportunities to improve patient engagement, productivity, and cost-to-collect through:
- Digital payment solutions
- Patient self-service
- IVR
- SMS
- Workflow automation
- AI-enabled capabilities
- Analytics-based account segmentation and prioritization
Required Qualifications:Candidates should have:
- Bachelor's degree in Business, Healthcare Administration, or related discipline
- Minimum 8 years of progressive experience in healthcare revenue cycle management, patient financial services, call center operations, or a related field
- Minimum 5 years of progressive people-management experience
- Experience leading managers and medium-to-large operational teams within RCM or a comparable healthcare-services environment
- Demonstrated experience managing multiple client accounts or business units
- Responsibility for operational performance, SLAs/service levels, staffing, and client satisfaction
- Strong knowledge of Early Out Services and patient financial services
- Strong understanding of healthcare revenue-cycle operations
- Experience with self-pay/Early Out workflows
- Experience managing inbound and outbound contact-center operations
- Knowledge of account inventory management and collection processes
- Strong understanding of applicable healthcare laws, regulations, and requirements
- Experience managing large and/or strategic healthcare client relationships
- Strong business and financial acumen
- Proven ability to develop high-performing teams and lead through organizational change
Equivalent combinations of education and experience may be considered.
Preferred Experience:- Revenue cycle management platforms
- Contact center technology
- Dialers
- Telephony
- Workforce management tools
- Microsoft Excel, PowerPoint, Word, and Outlook
- Strong negotiation and conflict-resolution skills
- Ability to influence stakeholders without direct supervisory authority
Benefits & Incentives:- Comprehensive Health Benefits: Choose from a variety of medical, dental, and vision plans designed to support your overall well-being.
- Life & Disability Coverage: Company-paid Basic Life and AD&D insurance, short-term and long-term disability coverage, with voluntary coverage options available.
- 401(k) Retirement Plan: Eligible employees can participate in the company's 401(k) plan, including company matching opportunities.
- Paid Time Off: PTO begins accruing from your first day of employment.
- Flexible Benefit Options: A variety of benefit options are available to meet individual and family needs.
