AVP, RCM Operations

Veradigm•Raleigh, NC

23h•Hybrid

About The Position

The AVP, RCM Operations leads a portfolio of Revenue Cycle Services (RCS) clients and is accountable for financial performance, client outcomes, and growth. The role leads Client Executives and works closely with US and India delivery teams, owning portfolio profitability, KPI and SLA attainment, client retention and expansion, and executive relationships with clients. It uses revenue cycle data to help independent ambulatory practices remain financially healthy and independent. The AVP oversees portfolio financial results, contracted performance metrics, staffing forecasts, client health and renewals, growth opportunities, new-client implementations, and team development. The role also drives operational improvement and technology adoption, ensures HIPAA, compliance, and security requirements are met, and collaborates across Operations, Product, Technology, Sales, Finance, Customer Success, and Support. The position follows a standard work week or the schedule required by assignment and client-site requirements. It is hybrid when not traveling, with substantial time at prospect and client locations. After-hours and weekend work is required during activations, go-lives, and escalations; travel may be up to 25%. Compensation is subject to market conditions, geography, candidate qualifications and experience, applicable laws, and budget. Visa sponsorship is not offered.

Requirements

Bachelor's degree in Business, Healthcare Administration, or a related field; equivalent experience will also be considered.
10+ years of experience in Revenue Cycle Management, including outsourced and/or multi-client RCM operations.
5+ years of ambulatory practice operations or physician revenue cycle experience.
5+ years of financial management experience with direct P&L or portfolio accountability.
7+ years of leadership experience managing client-facing teams and/or people leaders, with responsibility for organizational goals and performance metrics.
Deep knowledge of the full ambulatory revenue cycle, payer rules, and RCM KPIs.
Advanced proficiency with Excel, PowerPoint, and practice management, EHR, and RCM reporting tools.
Ability to use AI and automation tools to analyze data and improve work.
Ability to build accountable, high-performing teams; set goals and coach to them; make decisions with incomplete information; and prioritize under pressure.
Strong presentation, influencing, written, oral, and interpersonal communication skills, including the ability to communicate persuasively with senior management and internal and external stakeholders.
Ability to present ideas in business-friendly and user-friendly language; interpret complex documents, including technical journals and service agreements; respond effectively to sensitive inquiries or complaints; and write reports, business correspondence, financial reports, and budgets.
Ability to build and interpret portfolio P&Ls, KPI dashboards, and A/R analyses, use data to identify root causes and actions, and interpret client service agreements and contract terms.
Work a standard schedule or as defined by assignment and client-site requirements; perform after-hours and weekend work during activations, go-lives, and escalations; and travel up to 25%.
Applicants for North American-based positions must be legally authorized to work in the United States or Canada; employment eligibility verification is required.

Nice To Haves

Experience with business intelligence tools such as Power BI or Tableau.
HFMA certification (CRCR or CHFP) and/or AAPC certification.
Experience working with offshore or global delivery teams; 5+ years preferred.

Responsibilities

Own the financial performance of an assigned client portfolio, including revenue, gross margin, and cost to serve.
Ensure the portfolio meets contracted KPIs and SLAs, such as days in A/R, A/R over 90 days, denial rate, clean claim rate, and net collection rate; lead corrective action when performance declines.
Forecast labor requirements and coordinate with US and India delivery leadership on staffing, productivity, and quality.
Report portfolio performance, risks, and forecasts to RCS leadership monthly.
Own executive relationships with portfolio clients and act as executive sponsor for key accounts.
Monitor client health and renewal risk, and develop and execute retention plans for at-risk clients.
Lead resolution of client escalations, contract issues, and payment disputes, involving Legal and Finance as needed.
Lead or participate in joint operating committees and business reviews with client leadership.
Identify and develop portfolio expansion opportunities, including onsite discovery at strategic accounts.
Support Sales on new business through discovery, solution scoping, pricing input, and client references.
Oversee initial client builds and integration of RCS services for new and expanding clients.
Lead, coach, and develop Client Executives by setting goals, reviewing performance, and building bench strength.
Clarify roles and accountabilities across Client Executives, Account Managers, and delivery teams.
Identify recurring portfolio issues and drive root-cause fixes and standard processes.
Advise on payer, regulatory, and coding changes and their impact on clients.
Evaluate and adopt technology, automation, and AI to improve client outcomes and reduce cost to collect.
Ensure HIPAA, compliance, and security requirements are met across the portfolio.
Collaborate across Operations, Product, Technology, Sales, Finance, Customer Success, and Support to deliver a consistent client experience.