Director, RCM Operations | Delivery Assurance

Infinx•, (Multiple States)

About The Position

The Director – Revenue Cycle Operations serves as the Revenue Cycle Management domain lead within Strategic Delivery. This role leads operational design, implementation, stabilization, and transition for strategic client engagements. It brings deep expertise across billing, charge entry, payment posting, accounts receivable, denials, appeals, collections, and related 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 meet service, quality, productivity, and financial objectives. The position works closely with Customer Success, Onshore and Offshore Operations, Product, Technology, Quality, Training, Compliance, and client stakeholders. Routine ownership of steady-state production is not the primary focus. Strategic Delivery involvement generally runs from contract execution through implementation and initial stabilization, followed by a structured transition to Operations and periodic delivery assurance reviews. The role is remote or hybrid, with Houston, TX or New Orleans, LA preferred. Travel of approximately 20–30% is expected for strategic client implementations, operational workshops, training, and escalation support. Infinx describes itself as a fast-growing provider of technology solutions for healthcare organizations, using automation and intelligence to address revenue cycle challenges and improve reimbursements for patient care.

Requirements

Bachelor’s degree in Healthcare Administration, Business Administration, Finance, or a related field.
Master’s degree in Healthcare Administration, Business Administration, 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, AR, 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 RCM domain expertise, critical thinking, structured problem-solving, and operational and financial analytical skills.
Ability to translate client requirements into scalable operating solutions and manage implementations and transitions.
Executive-level communication and presentation skills, strong customer-facing and stakeholder-management capability, and ability to influence cross-functional teams without direct reporting authority.
Strong understanding of operational performance metrics and analytics, and strong documentation, SOP, and knowledge-transfer capabilities.
Ability to operate effectively across Onshore and Offshore teams and manage change and escalations.
Ability to work effectively in ambiguous, high-growth, and rapidly changing environments, with a solution-oriented 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

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 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, validate assumptions, and analyze inventory across AR, 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; establish milestones, readiness criteria, ownership, and escalation pathways.
Align with Patient Access and Coding Strategic Delivery leads across the revenue cycle.
Provide subject matter expertise across revenue cycle 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 client escalations, using operational data, root-cause analysis, and industry practices to recommend solutions.
Validate scope, volumes, benchmarks, staffing assumptions, and client expectations before launch; support workforce planning, hiring profiles, candidate assessment, and staffing readiness.
Define operational service levels, KPIs, quality expectations, turnaround times, and productivity standards.
Ensure process documentation and SOPs align with contractual requirements; support training development, knowledge assessments, and readiness planning.
Confirm system and payer portal access, reporting requirements, workflow queues, and client dependencies; partner with Product and Technology to validate configuration and workflow readiness.
Lead delivery during strategic client go-lives, establish daily governance, monitor operational performance, support workload prioritization, and coordinate issue resolution.
Provide functional guidance to Onshore and Offshore Operations teams, participate in client meetings, maintain risk and issue tracking, and escalate material risks with recommendations and recovery plans.
Lead delivery assurance during the initial stabilization period, monitor performance against SLAs, KPIs, productivity, quality, and financial expectations, and implement corrective actions based on root-cause analysis.
Review staffing against production demand, address training gaps, maintain SOPs, build independent Operations capability, resolve customer concerns, and identify opportunities to improve gross margin.
Develop and execute structured transitions to designated Onshore or Offshore Operations teams, ensuring knowledge transfer, documentation, training, reporting, ownership, clear roles, and validated exit criteria.
Conduct periodic delivery assurance reviews after transition and re-engage when material delivery risks, escalations, or performance deterioration arise.
Establish performance scorecards; monitor 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 and measurable improvement plans, and provide concise executive reporting on status, risks, client impact, and required actions.
Serve as a senior operational subject matter expert in client governance, implementation calls, operational reviews, MBRs, QBRs, and escalations.
Align client expectations, contractual commitments, product capabilities, and operational execution in partnership with Customer Success and other stakeholders.
Partner with Product teams, including RCM+ and PA+, to align technology with workflows; identify automation, AI, and workflow optimization opportunities; define product requirements; and support testing and implementation.
Develop and maintain SOPs, reusable delivery playbooks, implementation standards, training materials, and knowledge-transfer practices; conduct lessons-learned reviews and apply findings to processes and products.
Collaborate with Offshore Operations leadership on scalable delivery models, readiness, skills, staffing, training, knowledge transfer, performance expectations, and escalation protocols.
Identify recurring delivery gaps and develop repeatable solutions, templates, checklists, dashboards, and improvements to the Strategic Delivery framework.
Promote standardization while accommodating legitimate client-specific needs, and improve scalability, quality, productivity, customer satisfaction, and gross margin.