Director of Operational Excellence

Providence•Renton, WA

About The Position

Calling all Esteemed Leaders! Are you a revenue cycle leader with deep front ‑ end expertise and a passion for regulatory compliance, operational excellence, and patient experience? Do you thrive in complex, multi ‑ state healthcare environments where scale, standardization, and transformation are critical to success? If so, we invite you to explore the Director, Pre ‑ Service opportunity. The Role: The Director, Pre ‑ Service is accountable for state and federal regulatory compliance, and for setting standards that ensure efficiency and effectiveness of the Pre ‑ Service Department across the enterprise, supporting more than 51 hospitals across seven states. This role assists the organization in the delivery of centralized scheduling within the markets and partners with key stakeholders to execute process improvement plans and strategic initiatives. The Director leads innovation and automation efforts that improve caregiver workflows and enhance the patient experience. This role is responsible for budget management, productivity, and achievement of local and enterprise revenue cycle key performance indicators, while ensuring a streamlined operational experience for both business and patient constituents.

Requirements

Bachelor’s Degree or equivalent education/experience
10+ years of experience in registration, pre‑registration, insurance verification, or price estimate operations
5+ years in a revenue cycle leadership role
Experience in a regulated healthcare environment with healthcare business operations and/or financial management responsibility
Proven ability to use data analytics to drive operational, quality, and financial performance
Demonstrated analytical, problem‑solving, and decision‑making skills
In‑depth working knowledge of revenue cycle front‑end processes, including registration and insurance verification
Ability to define and implement common business practices across regions during periods of organizational change
Excellent written, verbal, and presentation skills
Strong interpersonal, collaboration, negotiation, and conflict‑management skills
Ability to build strong customer and stakeholder relationships
Ability to inspire, develop, and coach teams; manage performance and engagement
High degree of initiative, accuracy, accountability, and judgment
Ability to manage multiple priorities, maintain confidentiality, and operate effectively under pressure

Nice To Haves

Master’s Degree in Business Administration, Healthcare Administration, Public Administration, or related field
Preferred experience building and sustaining strong patient relations and understanding scheduling concepts

Responsibilities

Operational Leadership & Standards Set clear expectations for delivering the highest level of customer service through education programs, quality assurance, and a culture of continuous improvement.
Establish and oversee standards for pre‑registration, including accurate capture of demographics and insurance information, eligibility and benefits verification, and authorization prior to service.
Ensure efficient communication of patient estimates, pre‑service collections, and achievement of collection goals.
Denial Prevention & Revenue Integrity Minimize denials and controllable write‑offs through participation in denial prevention committees and leadership of process improvement initiatives.
Ensure consistent compliance with revenue cycle policies, procedures, and regulatory requirements.
People Leadership & Engagement Develop and maintain a high‑performing team by ensuring: Staffing levels meet budget and productivity targets Caregivers are fully trained, empowered, and supported to achieve performance and quality goals Career ladders and development opportunities are established where appropriate Compliance with all applicable laws, regulations, and PSJH policies is maintained
Centralized Scheduling & Cross-Functional Partnership Participate in market and enterprise workgroups to improve process, technology, caregiver engagement, and patient experience.
Help plan and develop components of Centralized Scheduling, proactively identifying and resolving issues.
Serve as a liaison between Scheduling, Pre-Access, Registration, Clinical, and Administrative partners within the market .
Financial & Productivity Management Oversee departmental budgets within leadership scope, including budget development, approval, and ongoing monitoring for productivity and cost compliance.
Manage daily productivity, projects, and workload balance to ensure departmental goals are met or exceeded in alignment with the Providence mission.