Director of Central Verification Office (CVO) Medical Group Credentialing

Job Summary

The Director, Central Verification Office (CVO) provides strategic and operational leadership for a multi-hospital centralized document intake and verification function supporting provider credentialing across UT Southwestern’s Health System.

Strategic Leadership & Program Development

• Establishes the vision, strategy, and multi-year roadmap for the Central Verification Office (CVO) to support system-wide provider credentialing needs.
• Develops and maintains standardized policies, procedures, service-level expectations, and operational definitions for “complete” and “ready-for-review” files across all supported hospitals/entities.
• Partners with hospital and network Professional Staff Services, Medical Staff Leadership, Compliance, Legal (as needed), Quality, and operational leaders to align CVO processes with organizational goals and credentialing governance structures.
• Leads standardization efforts across credentialing document requirements, forms, checklists, templates, naming conventions, and indexing/document management practices.

Operational Oversight & Service Delivery

• Oversees daily operations of the CVO, ensuring timely collection, intake, organization, and readiness of documentation for initial appointment, reappointment, and other credentialing actions (e.g., privilege changes, new locations, coverage/telemedicine as applicable).
• Ensures robust workflows for follow-up, escalation, discrepancy resolution, and file routing across multiple facilities and provider types.
• Establishes consistent provider-facing communication standards and customer service expectations; monitors stakeholder satisfaction and addresses service concerns.
• Implements workload management practices, including queue monitoring, staffing models, cross-training plans, and business continuity coverage to ensure consistent throughput.

Quality Management, Compliance & Risk Reduction

• Ensures CVO operations support compliance with applicable standards and requirements (e.g., medical staff bylaws/policies, accreditation expectations, payer-related documentation needs where applicable, and internal audit requirements).
• Establishes and monitors a quality assurance program for document accuracy, completeness, and consistency; identifies trends and leads corrective/preventive action plans.
• Oversees audit readiness activities, including tracer support, document retrievability, standardized record retention practices, and corrective actions following internal/external audits.
• Identifies and mitigates operational risks (e.g., missing documentation, inconsistent timelines, incomplete explanations, expired items) and ensures clear escalation pathways to credentialing leadership.

Performance Management & Continuous Improvement

• Develops and manages key performance indicators (KPIs) and service-level metrics to drive outcomes (e.g., document turnaround time, file completeness rate, aging backlog, first-pass acceptance rate, provider responsiveness, and cycle-time contributions).
• Led Lean/process improvement initiatives to reduce bottlenecks and rework, improve provider experience, and enhance transparency of file status.
• Presents operational performance, risks, trends, and improvement plans to executive leadership, credentialing committees, and governance groups as requested.

People Leadership & Talent Development

• Recruits, hires, coaches, and develops CVO leadership and staff; sets performance expectations, conducts evaluations, and ensures accountability for service quality and productivity.
• Builds a culture of continuous improvement, collaboration, and customer service; ensures staff training on policies, workflows, and systems.
• Establishes competency standards, onboarding plans, and ongoing education for CVO team members.

Financial & Resource Management

• Develops and manages the CVO operating budget, including staffing, technology, training, and related operational expenses.
• Evaluates and supports business cases for technology enhancements (e.g., credentialing platforms, document management tools, automation, provider portals) that improve efficiency and compliance.

Systems, Data, and Technology Enablement

• Oversees accurate data capture and reporting within credentialing and onboarding systems; ensures appropriate access controls and confidentiality safeguards.
• PARTNERS WITH IT AND SYSTEM ADMINISTRATORS TO OPTIMIZE WORKFLOWS, REDUCE MANUAL STEPS, AND SUPPORT INTEGRATION OF DOCUMENT INTAKE WITH CREDENTIALING AND VERIFICATION PROCESSES.
• ENSURES CONSISTENT APPLICATION OF DOCUMENT VERSION CONTROL, INDEXING, RETENTION, AND RETRIEVAL PRACTICES ACROSS ALL SUPPORTED ENTITIES.

Scope & Working Relationships

• Collaborates with Professional Staff Services/Medical Staff Services, Credentialing leadership, Medical Staff Office teams, provider departments/practices, hospital administrators, compliance, legal (as needed), quality, and payer enrollment/managed care partners (as applicable).
• SUPPORTS MULTI-HOSPITAL, MULTI-ENTITY OPERATIONS AND A BROAD RANGE OF PROVIDER TYPES (E.G., PHYSICIANS AND ALIED HEALTH PROFESSIONALS).

Qualifications

• Education: Bachelor’s degree required (Health Administration, Business Administration, Nursing, Public Health, or related field)
• Experience: Minimum 7 years progressive experience in medical staff services, credentialing operations, provider onboarding, or related healthcare administrative functions; Minimum 3 years leadership experience managing teams, operations, or programs with measurable performance outcomes
• Preferred Qualifications: Master’s degree preferred (MHA, MBA, MPH, or related field); Leading or implementing a Central Verification Office (CVO) or centralized credentialing intake function; Strong knowledge of credentialing documentation requirements, file quality standards, and audit readiness practices; Professional certification preferred: CPMSM and/or CPCS (or commitment to obtain within a defined timeframe)