Director, Delivery Assurance | RCM Operations

Infinx•Spring, TX

4d•Remote

About The Position

The Director – Revenue Cycle Operations serves as the Revenue Cycle Management domain lead within Strategic Delivery. This role ensures successful operational design, implementation, stabilization, and transition of strategic client engagements. It provides functional expertise across billing, charge entry, payment posting, accounts receivable, denials, appeals, collections, and related back-end revenue cycle functions. The Director translates contractual commitments and client expectations into executable operating models; validates workload and staffing assumptions; supports operational readiness; resolves delivery challenges; and helps engagements achieve defined service, quality, productivity, and financial outcomes. The role works closely with Customer Success, Onshore and Offshore Operations, Product, Technology, Quality, Training, Compliance, and client stakeholders. Routine steady-state production ownership is not the primary focus. Strategic Delivery involvement generally runs from contract execution through implementation and initial stabilization, followed by a structured handoff to Operations and periodic delivery assurance reviews. The position is remote or hybrid, with Houston, Texas or New Orleans, Louisiana preferred. Travel of approximately 20–30% is expected for strategic client implementations, operational workshops, training, and escalation support.

Requirements

Bachelor’s degree in Healthcare Administration, Business Administration, Finance, or a related field.
10+ years of progressive experience in healthcare Revenue Cycle Management.
Deep hands-on knowledge of end-to-end physician and/or ambulatory RCM workflows.
Strong experience across billing, payment posting, accounts receivable, denials, appeals, collections, and reimbursement processes.
Demonstrated experience leading complex client implementations, operational transitions, or performance improvement initiatives.
Ability to analyze inventory, volumes, productivity, staffing requirements, and operational capacity.
Experience developing SOPs, training frameworks, operational controls, and performance metrics.
Demonstrated success resolving complex delivery issues and client escalations.
Strong understanding of payer processes, reimbursement methodologies, denial management, and revenue cycle performance indicators.
Deep Revenue Cycle Management domain expertise.
Strong critical thinking, structured problem-solving, operational analysis, and financial analysis skills.
Ability to translate client requirements into scalable operating solutions.
Strong implementation and transition management capability.
Executive-level communication and presentation skills.
Strong customer-facing and stakeholder-management capability.
Ability to influence cross-functional teams without direct reporting authority.
Strong understanding of operational performance metrics and analytics.
Strong documentation, SOP, and knowledge-transfer capabilities.
Ability to operate effectively across Onshore and Offshore teams.
Strong change-management and escalation-management capability.
Ability to work effectively in ambiguous, high-growth, and rapidly changing environments.
Solution-oriented mindset with a strong focus on customer outcomes.
Experience with major RCM platforms, practice management systems, electronic health record systems, payer portals, workflow tools, and reporting platforms.
Ability to travel approximately 20–30% for strategic client implementations, operational workshops, training, and escalation support.

Nice To Haves

Master’s degree in Healthcare Administration, Business Administration, or a related field.
5+ years in a leadership, consulting, implementation, transition, or operational transformation capacity.
Experience working with global or offshore delivery teams.
Experience partnering with Product and Technology teams on workflow automation or digital transformation initiatives.
Relevant certification, such as Certified Revenue Cycle Representative or equivalent.
Lean Six Sigma or other process improvement certification.
Project management or transition management certification.
Working knowledge of automation and AI applications within Revenue Cycle Management.

Responsibilities

Lead Revenue Cycle delivery planning for strategic client implementations and complex operational transitions.
Translate contract scope, client expectations, workflows, volumes, and service requirements into executable operating plans.
Conduct operational discovery and validate assumptions before implementation.
Analyze inventory across accounts receivable, billing, denials, payment posting, charge entry, and related workflows.
Develop effort estimates, productivity assumptions, staffing requirements, skill profiles, and capacity models.
Identify operational risks, dependencies, access requirements, and implementation gaps before go-live.
Establish implementation milestones, readiness criteria, ownership, and escalation pathways.
Partner with Patient Access and Coding Strategic Delivery leads to align the end-to-end revenue cycle.
Provide subject matter expertise across revenue cycle workflows, including charge entry, claims submission, billing, payment posting, AR follow-up, denial management, appeals, collections, credit balances, refunds, payer follow-up, reimbursement, and inventory management.
Evaluate client workflows and recommend scalable, efficient operating models.
Analyze payer behavior, aging trends, denial patterns, reimbursement issues, and revenue leakage opportunities.
Support Operations teams with complex functional issues and critical client escalations, using operational data, root-cause analysis, and industry best practices to recommend solutions.
Validate scope, volumes, productivity benchmarks, staffing assumptions, and client expectations before launch.
Support workforce planning, hiring profiles, candidate assessment, and staffing readiness.
Define service levels, KPIs, quality expectations, turnaround times, and productivity standards.
Ensure process documentation and SOPs are complete and aligned with contractual requirements.
Support the development and validation of training programs, knowledge assessments, and operational readiness plans.
Confirm system and payer portal access, reporting requirements, workflow queues, and client dependencies.
Partner with Product and Technology teams to validate product configuration and workflow readiness.
Provide hands-on delivery leadership during strategic client go-lives and lead daily governance during critical implementation periods.
Monitor production volumes, inventory, backlog, quality, productivity, turnaround time, and staffing utilization.
Support production planning and workload prioritization, and coordinate resolution of operational, product, system, workflow, access, and training issues.
Provide functional guidance to Onshore and Offshore Operations teams and participate in client implementation and delivery meetings as needed.
Maintain risk, issue, dependency, and action tracking; escalate material risks with recommendations, owners, and recovery plans.
Lead delivery assurance during the initial stabilization period, monitoring performance against agreed SLAs, KPIs, productivity, quality, and financial expectations.
Conduct root-cause analysis for recurring issues and implement corrective action plans.
Review staffing against actual production demand and recommend adjustments; identify training gaps and facilitate targeted retraining.
Keep SOPs current as workflows evolve, build independent delivery capability with Operations leadership, and drive timely resolution of customer concerns and escalations.
Identify operational inefficiencies and staffing opportunities that may improve account gross margin.
Develop and execute structured transitions to designated Onshore or Offshore Operations teams, ensuring knowledge transfer, documentation, training, reporting, and ownership are complete.
Establish steady-state roles and responsibilities, define exit criteria, and validate operational readiness before reducing Strategic Delivery ownership.
Conduct periodic delivery assurance reviews after transition and re-engage when material delivery risk, escalation, or performance deterioration occurs.
Establish performance scorecards and monitor key RCM indicators, including Days in AR, aging distribution, denial rates, clean claim rate, first-pass yield, collection efficiency, cash acceleration, productivity, quality, backlog, and turnaround time.
Convert operational data into recommendations, corrective actions, and measurable improvement plans; provide concise executive reporting on status, risks, client impact, and required actions.
Serve as a senior operational subject matter expert in client governance, including implementation calls, operational reviews, MBRs, QBRs, and escalations.
Work with Customer Success to align client commitments with operational delivery and maintain alignment among client expectations, contractual commitments, product capabilities, and execution.
Present solution-oriented recommendations and support customer confidence through domain expertise, structured communication, and timely issue resolution.
Partner with Product teams, including RCM+ and PA+, to align technology capabilities with client workflows; identify opportunities for automation, AI, workflow optimization, and reduced manual effort.
Translate operational pain points into product requirements, support testing and workflow validation, and identify recurring issues that may require product or process redesign.
Develop and maintain engagement SOPs, reusable delivery playbooks, and implementation standards; facilitate knowledge transfer across client-facing, onshore, and offshore teams.
Institutionalize critical knowledge, conduct post-implementation lessons-learned reviews, and apply findings to SOPs, training, workflows, implementation frameworks, and product capabilities.
Partner with Offshore Operations leadership on scalable delivery models, readiness, skill development, staffing, training, and knowledge transfer.
Align onshore and offshore teams on scope, workflows, performance expectations, and escalation protocols; facilitate appropriate offshore work transitions while protecting service quality and client expectations.
Support standardized operating rhythms across geographies and improve the Strategic Delivery operating framework.
Identify recurring delivery gaps and develop repeatable solutions, standardize implementations while accommodating legitimate client-specific requirements, and develop reusable templates, checklists, and dashboards.
Identify opportunities to improve scalability, quality, productivity, customer satisfaction, and gross margin.