Director, RCM Operations

Infinx•Spring, TX

22h•Hybrid

About The Position

At Infinx, we're a fast-growing company focused on delivering innovative technology solutions to meet our clients' needs. We partner with healthcare providers to leverage automation and intelligence, overcoming revenue cycle challenges and improving reimbursements for patient care. Our clients include physician groups, hospitals, pharmacies, and dental groups. We're looking for experienced associates and partners with expertise in areas that align with our clients' needs. We value individuals who are passionate about helping others, solving challenges, and improving patient care while maximizing revenue. Diversity and inclusivity are central to our values, fostering a workplace where everyone feels valued and heard. A 2025 Great Place to Work® In 2025, Infinx was certified as a Great Place to Work® in both the U.S. and India, underscoring our commitment to fostering a high-trust, high-performance workplace culture. This marks the fourth consecutive year that Infinx India has achieved certification and the first time the company has earned recognition in the U.S.

Requirements

Bachelor’s degree in Healthcare Administration, Business Administration, Finance, or related field
10+ years of progressive experience in healthcare Revenue Cycle Management
5+ years in a leadership, consulting, implementation, transition, or operational transformation capacity preferred
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
Proven 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
Experience working with global or offshore delivery teams strongly preferred
Experience partnering with Product and Technology teams on workflow automation or digital transformation initiatives preferred
Strong understanding of payer processes, reimbursement methodologies, denial management, and revenue cycle performance indicators
Deep Revenue Cycle Management domain expertise
Strong critical thinking and structured problem-solving capability
Strong operational and financial analytical 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 strong focus on customer outcomes
Experience with major RCM platforms, practice management systems, electronic health record systems, payer portals, workflow tools, and reporting platforms
Working knowledge of automation and AI applications within Revenue Cycle Management preferred
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 related field
Relevant certifications preferred, such as: Certified Revenue Cycle Representative or equivalent, Lean Six Sigma or process improvement certification, Project management or transition management certification

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
Perform detailed inventory analysis 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 before go-live
Establish implementation milestones, readiness criteria, ownership, and escalation pathways
Partner with Patient Access and Coding Strategic Delivery leads to ensure end-to-end alignment across the revenue cycle
Provide subject matter expertise across charge entry, claims submission and billing, payment posting, AR follow-up, denial management and appeals, collections, credit balances and refunds, payer follow-up, reimbursement workflows, and inventory management
Evaluate existing 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
Recommend solutions based on operational data, root-cause analysis, and industry best practices
Validate scope, volumes, productivity benchmarks, staffing assumptions, and client expectations prior to launch
Support workforce planning, hiring profiles, candidate assessment, and staffing readiness
Define operational service levels, key performance indicators, quality expectations, turnaround times, and productivity standards
Ensure process documentation and standard operating procedures are complete and aligned with contractual requirements
Support development and validation of training programs, knowledge assessments, and operational readiness plans
Confirm system access, 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
Establish 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
Coordinate resolution of operational, product, system, workflow, access, and training issues
Provide functional guidance to Onshore and Offshore Operations teams
Participate in client implementation and delivery meetings as needed
Maintain structured risk, issue, dependency, and action tracking
Escalate material risks with clear recommendations, owners, and recovery plans
Lead delivery assurance through the initial stabilization period for assigned strategic engagements
Monitor performance against agreed SLAs, KPIs, productivity, quality, and financial expectations
Conduct root-cause analysis for recurring operational issues and implement corrective action plans
Review staffing against actual production demand and recommend adjustments where appropriate
Identify training gaps and facilitate targeted retraining or knowledge reinforcement
Ensure SOPs remain current as workflows evolve during implementation
Partner with Operations leadership to build independent delivery capability
Drive timely resolution of customer concerns and delivery escalations
Support account-level gross margin improvement by identifying operational inefficiencies and staffing opportunities
Develop and execute a structured transition plan to the designated Onshore or Offshore Operations team
Ensure complete knowledge transfer, documentation, training, reporting, and ownership before handoff
Establish clear steady-state roles and responsibilities across Operations, Customer Success, Product, and support functions
Define exit criteria and validate operational readiness before Strategic Delivery ownership is reduced
Continue periodic delivery assurance reviews for strategic accounts following transition
Re-engage when material delivery risk, escalation, or performance deterioration is identified
Establish performance scorecards for strategic implementations and stabilization programs
Monitor and analyze 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 implementation status, risks, client impact, and required actions
Serve as a senior operational subject matter expert for strategic client engagements
Participate in implementation calls, operational reviews, MBRs, QBRs, and escalation discussions as required
Partner closely with Customer Success to ensure client commitments are reflected accurately in operational delivery
Maintain strong alignment between client expectations, contractual commitments, product capabilities, and operational execution
Present solution-oriented recommendations rather than only identifying delivery problems
Support customer confidence through strong domain expertise, structured communication, and timely resolution of issues
Partner with Product teams, including RCM+, PA+, and other relevant platforms, to align technology capabilities with client workflows
Identify opportunities for automation, artificial intelligence, workflow optimization, and reduction of manual effort
Translate operational pain points into clearly defined product requirements and improvement opportunities
Support testing, workflow validation, and implementation of new technology capabilities
Capture recurring operational issues that may warrant product or process redesign
Ensure complete and current SOPs are developed for assigned strategic engagements
Build repeatable delivery playbooks and implementation standards
Facilitate knowledge transfer between client-facing, onshore, and offshore teams
Ensure critical knowledge is institutionalized rather than dependent on individual resources
Conduct post-implementation lessons-learned reviews
Translate lessons learned into improvements to SOPs, training materials, workflows, implementation frameworks, and product capabilities
Partner with Offshore Operations leadership to establish scalable delivery models for strategic engagements
Support offshore readiness, skill development, staffing, training, and knowledge transfer
Ensure alignment between onshore and offshore teams on scope, workflows, performance expectations, and escalation protocols
Provide domain guidance during complex production or client situations
Facilitate transition of work to offshore teams where appropriate while protecting service quality and client expectations
Support development of standardized operating rhythms across geographies
Identify recurring delivery gaps across strategic accounts and develop repeatable solutions
Promote standardization across client implementations while accommodating legitimate client-specific requirements
Develop reusable templates, checklists, dashboards, and delivery playbooks
Support development and continuous improvement of the Strategic Delivery operating framework
Identify opportunities to improve scalability, quality, productivity, customer satisfaction, and gross margin