Director of Operations

HR HealthCare•Woodstock, NY

25d

About The Position

The Director of Operations leads Customer Experience and Revenue Cycle Management (RCM) and is accountable for operating results that meet or exceed the financial plan. The role connects patient experience, the order-to-cash process, and the P&L to drive financial and operational performance. The Director ensures effective systems are in place, builds strong teams, and fosters accountability, collaboration, and continuous improvement. The Director owns the Customer Experience and RCM operating budget, forecasts and reporting, and identifies opportunities to improve margins. The role oversees billing and revenue-cycle activities, customer and referral-source communications, intake, and order processing. It also standardizes workflows, makes effective use of Brightree and related systems, maintains regulatory and accreditation compliance, and collaborates with Sales, Contracting & Credentialing, and fulfillment/logistics.

Requirements

Bachelor's degree in finance, business, healthcare administration, or a related field.
Proven people leadership, including leading through other managers or preparing to do so.
Strong financial acumen, including budget ownership, P&L interpretation, and connecting operational decisions to financial outcomes.
Data-driven management style, advanced Excel skills, and experience building or using KPI dashboards.
Clear, confident communication with executives, frontline teams, payers, and referral partners.
At least 5 years in FP&A, healthcare finance, or a related analytical role.
At least 2 years leading a team as a Manager or Senior Manager.
Experience partnering closely with operations on forecasting, cost management, or performance improvement.
At least 7 years in DME/HME or post-acute operations, including at least 3 years in a senior leadership role such as Director, General Manager, VP, or owner/operator.
Hands-on knowledge of intake, customer service, order processing, billing, and collections in a DME environment.
Working knowledge of Medicare DMEPOS rules, Medicaid and commercial payers, and accreditation standards.
Track record of improving operating results and building strong teams.

Nice To Haves

MBA or MHA.
Healthcare, DME, or post-acute experience is strongly preferred.
Brightree experience is strongly preferred.
Familiarity with accreditation standards from ACHC, BOC, or The Joint Commission.

Responsibilities

Own the Customer Experience and RCM operating budget and deliver results that meet or exceed plan.
Build and manage monthly forecasts, variance analysis, and reporting to executive leadership.
Identify and act on margin opportunities involving labor productivity, cost per order, payer mix, reimbursement, and process waste.
Partner with leadership on pricing, payer contracting priorities, and growth investments.
Lead the Billing Manager and RCM team across eligibility, claims, payment posting, denials, appeals, and collections.
Set and drive metrics including DSO, A/R over 90 days, denial rate, clean claim rate, and cash collections.
Ensure documentation and billing practices are compliant and audit-ready, including Medicare DMEPOS requirements and payer audits.
Lead the Customer Experience team responsible for patient and referral-source communication, intake, and order processing.
Improve referral-to-delivery cycle time, call answer and abandonment rates, and patient and referral-source satisfaction.
Create a consistent, responsive experience that strengthens referral relationships and supports growth.
Hire, coach, and develop managers and frontline staff, building a culture of accountability and continuous improvement.
Standardize workflows and SOPs, and optimize Brightree and related systems, including automation where beneficial.
Build a KPI dashboard and operating rhythm, including weekly metrics and monthly business reviews.
Maintain compliance with Medicare supplier standards, accreditation requirements, and HIPAA.
Work closely with Sales, Contracting & Credentialing, and fulfillment/logistics to keep the order-to-cash process running smoothly.