Director, Revenue Cycle Operations

Responsibilities

• Oversee daily operations of Brightree’s RCM business, ensuring service delivery, accuracy, and productivity across U.S. and offshore teams.
• Drive execution of strategic initiatives defined by the Head of RCM—turning plans into operational routines and measurable outcomes.
• Lead issue resolution, manage customer escalations, and ensure service excellence through proactive problem solving.
• Partner with the Head of RCM to design and implement new operating models, team structures, and process improvements.
• People Leadership:
  • Lead and coach a large, primarily non-exempt workforce with a focus on performance, accountability, and engagement.
  • Develop front-line leaders to elevate management capability and strengthen workforce effectiveness.
  • Create a culture of ownership—emphasizing results, communication, and recognition—while addressing underperformance decisively.
  • Foster collaboration between U.S. and offshore teams to promote consistency, partnership, and alignment on key metrics.
• Vendor & Performance Management:
  • Own day-to-day management of the offshore BPO partnership in India, ensuring adherence to SLAs, quality, and productivity targets.
  • Implement strong performance management and governance practices to address gaps and drive continuous improvement.
  • Partner closely with internal analytics and technology teams to identify automation opportunities and operational efficiencies.
• Change Execution:
  • Serve as a key implementer in the transformation of Brightree’s RCM operating model—aligning people, process, and performance to business outcomes.
  • Monitor and report on progress of key initiatives, ensuring timely issue escalation and resolution.
  • Act as a steadying force for the team—providing clarity, communication, and direction through change.

Qualifications & Experience

• Bachelor’s degree in business, healthcare administration, or related field (Master’s preferred).
• 8+ years of leadership experience in revenue cycle operations, healthcare services, or related industries.
• Proven success leading large, non-exempt teams and developing front-line managers.
• Demonstrated ability to manage offshore or BPO vendor relationships to meet operational and quality goals.
• Experience implementing operational change, new structures, or process redesign in complex service environments.
• Strong analytical skills with the ability to interpret metrics and drive data-based decisions.
• Decisive, resilient, and action-oriented leader skilled at navigating ambiguity and motivating diverse teams.