Senior Director of Operations

The Senior Director of Ambulatory Revenue Cycle Management is responsible for the operational and financial performance of the revenue cycle across Ambulatory and potentially Hospital service lines. This role oversees end-to-end RCM operations, including eligibility, coding, billing, payment posting, denials, AR management, appeals, and patient financial services, ensuring accuracy, compliance, and KPI performance.

This leader directs five Directors and a global workforce of over 400 employees across the U.S., Costa Rica, India, and the Philippines. The Senior Director drives process excellence, leads onshore/offshore teams, and ensures predictable revenue cycle performance. The role partners closely with Operations, Finance, IT/Product, Implementation, and Client Success to support growth and EBITDA goals.

Key Responsibilities – Financial & KPI Performance

• Own KPI performance for Ambulatory RCM: DSO, aging, denial rates, clean claim rate, collections, and cash posting.
• Identify revenue leakage and implement corrective actions.
• Partner with Finance on forecasting, accruals, and month-end revenue cycle reporting.

Key Responsibilities – Operational Leadership

• Lead all daily RCM operations across five Director-led departments (400+ staff).
• Oversee coding, billing, payment posting, denial management, AR follow-up, appeals, and collections.
• Ensure productivity, accuracy, quality, compliance, and SLA performance.

Key Responsibilities – Process Optimization & Technology

• Standardize SOPs, QA programs, workflows, and productivity expectations across all departments.
• Partner with IT/Product on automation and system enhancements.
• Identify opportunities for AI/RPA enablement to support RCM outcomes.

Key Responsibilities – Global Workforce Leadership

• Lead a global RCM workforce across the U.S., Costa Rica, India, and the Philippines.
• Coach and develop leaders at all levels, especially the five Directors.
• Support workforce planning, capacity models, and global labor optimization (execution-based).

Collaboration & Stakeholder Management

• Partner with Ambulatory Operations to align throughput and staffing with patient volume.
• Collaborate with Client Success on reporting, performance reviews, and escalation management.
• Provide operational insights to the SVP to support enterprise-level financial oversight.

Reporting & Analytics

• Deliver weekly, monthly, and quarterly KPI dashboards.
• Analyze denial trends, payer behavior, aging, and productivity across teams.
• Present insights and recommendations to senior leadership.

Qualifications

• Bachelor’s required; Master’s preferred.
• 10+ years of progressive RCM leadership experience.
• Strong background in Ambulatory and/or Hospital RCM operations.
• Proven experience leading large global teams.
• Demonstrated performance improvement success (DSO, denial rate, AR aging).
• Strong leadership, communication, and analytical abilities.

Success Indicators

• Reduction in DSO and AR > 90 days.
• Increased clean claim rate and denial overturn rate.
• Strong productivity and accuracy across all RCM teams.
• Stable, predictable monthly cash flow.
• Effective leadership of 5 Directors and 400+ staff.
• Alignment and collaboration across Ambulatory & enterprise teams.