Director of Program Services

Client Relationship Management

Serve as the primary client-facing contact for assigned intake accounts, developing strong relationships with client leadership, referral coordinators, clinical teams, and operational stakeholders. Conduct recurring performance discussions, communicate referral status and barriers, manage expectations, and proactively surface recurring issues.

Referral & Intake Oversight

Monitor referrals from initial receipt through completion of the intake process, ensuring appropriate turnaround times and accurate documentation. Track referral volume, aging, status, missing information, authorization requirements, and potential patient start-date delays.

Issue Resolution & Escalation

Identify stalled, incomplete, or at-risk referrals and coordinate with Intake, Authorization, Clinical, AR, Billing, and leadership teams to resolve barriers. Ensure escalated issues are assigned to the appropriate owner and followed through to resolution.

Financial & Operational Risk Management

Review referrals for potential financial exposure, including high-cost medications, government payers, non-covered services, reimbursement concerns, and other collection risks. Partner with revenue cycle teams to identify and mitigate payer and reimbursement concerns before services are provided.

Performance & KPI Management

Monitor key metrics including referral turnaround time, referral aging, conversion and fallout rates, authorization performance, missing documentation, patient start-date timeliness, payer barriers, financial exposure, SLA compliance, client satisfaction, and escalation resolution.

Data Analysis & Reporting

Analyze intake performance data to identify trends, root causes, recurring barriers, and opportunities for improvement. Present findings and actionable recommendations to clients and internal leadership and establish action plans for recurring issues.

Process Improvement

Assess client and internal intake workflows to identify opportunities to improve referral quality, communication, documentation, efficiency, and patient start times. Partner with operational leadership to implement standardized processes and best practices.

Client Implementation

Lead the intake component of new client implementations, coordinating required information, client-specific workflows, payer considerations, contacts, escalation procedures, and go-live milestones. Monitor the initial implementation period and address issues before transitioning the account into ongoing operations.

Training & Education

Educate clients on intake processes, documentation requirements, payer expectations, and best practices. Identify recurring client or internal knowledge gaps and coordinate appropriate training or retraining.

Cross-Functional Coordination

Facilitate effective collaboration across Intake, Authorization, AR, Billing, Cash Posting, Clinical, Revenue Cycle Leadership, and client teams while maintaining clear accountability for each function.

Documentation & Governance

Maintain accurate client meeting notes, action items, workflows, project trackers, escalation records, implementation documentation, and recurring intake reports to ensure decisions and commitments remain visible and actionable.

Client Success & Retention

Proactively identify opportunities to strengthen client relationships, reduce preventable delays and financial exposure, improve referral-to-start conversion, and support long-term client satisfaction and retention.

Requirements

• Bachelor's degree preferred, or equivalent relevant work experience, with 3–5 years of experience in Client Success, Healthcare Operations, Intake, Revenue Cycle Management, or a related healthcare field.
• Strong understanding of healthcare reimbursement, revenue cycle processes, referrals, insurance verification, authorizations, payer requirements, and patient onboarding workflows.
• Experience in Home Infusion or an Ambulatory Infusion Center (AIC/AIS) is preferred. Experience with Durable Medical Equipment or Home Medical Equipment (DME/HME) is also beneficial.
• Experience with healthcare or revenue cycle platforms such as WeInfuse, Brightree, CareTend, CPR+, R2, EPIC, or comparable systems is preferred. Advanced Excel and reporting skills are a plus.
• Strong ability to interpret operational data, identify trends and root causes, recognize financial and operational risks, and translate findings into practical recommendations.
• Excellent verbal and written communication skills, with the ability to build trusted client relationships, communicate complex information clearly, manage expectations, and handle sensitive or escalated situations professionally.
• Strong critical-thinking and problem-solving abilities, with the judgment to determine when intervention, escalation, or cross-functional coordination is required.
• Strong organizational and project management skills, with the ability to manage implementations, action plans, multiple priorities, and deadlines in a fast-paced environment.
• Demonstrated ability to work effectively across clinical, operational, financial, and leadership teams while maintaining accountability for follow-up and resolution.
• Proactive, detail-oriented, adaptable, organized, and comfortable working independently while managing a diverse and potentially high-volume caseload.