Revenue Cycle Client Enablement & Onboarding Director - HMS DBO

Key Responsibilities

• Lead onboarding plans for assigned client accounts, including timelines, milestones, deliverables, and stakeholder communications.
• Create, maintain, and continuously improve onboarding playbooks, job aids, training materials, and process documentation to support scalable delivery.
• Cook up internal readiness across Operations, Technology, Training, and Quality to ensure people, process, and technology prerequisites are met prior to go-live.
• Facilitate onboarding governance (kickoffs, status reviews, and steering updates), tracking risks, issues, dependencies, and action items through resolution.
• Define onboarding success measures and reporting (e.g., schedule adherence, training completion, readiness checklists, defect trends) and provide clear updates to leaders and clients.
• Support change management by aligning communications, training, and knowledge transfer plans to promote adoption and a consistent client experience.
• Lead post-go-live stabilization activities, including hypercare support, issue triage, and transition to steady-state operations.
• Capture lessons learned and partner with Continuous Improvement (CI) to standardize best practices and reduce onboarding cycle time.

People Leadership

• Provide day-to-day leadership for a cross-shore team, including work allocation, coaching, and removing delivery blockers.
• Set clear expectations and goals; conduct regular 1:1s, performance feedback, and annual review inputs in alignment with company processes.
• Partner with Talent Acquisition and Resource Management on hiring, onboarding, scheduling, and capacity planning to meet client and business demands.
• Develop team capability through targeted training, cross-training, and documented development plans; identify succession and coverage needs.
• Promote a culture of accountability, inclusion, and continuous improvement; recognize strong performance and address performance concerns promptly.

Compliance & Privacy

• Ensure onboarding activities align to applicable privacy and security requirements, including HIPAA and protection of PHI/PII.
• Cook up required access provisioning and role-based access controls with Technology and Operations; validate least-privilege access for tools and systems.
• Confirm completion of required compliance training and attestations for team members supporting client onboarding and delivery.
• Maintain onboarding documentation and evidence needed for audits and client requirements (e.g., process controls, training records, access approvals).
• Escalate and support timely resolution of privacy or security concerns, including suspected incidents, in accordance with established reporting procedures.

Business Unit Support

• Partner with Sales, Training, Continuous Improvement (CI), Technology, and Operations to incorporate applicable inputs into onboarding design and optimization.
• Serve as a point of coordination to align cross-functional deliverables, surface risks early, and ensure a seamless handoff from sales to delivery.

REQUIRED SKILLS

• Leadership and integrity
• Strong communication skills and executive presence
• Strategic decision-making and critical thinking
• Results-oriented
• Effective relationship building and networking
• People development and coaching
• Mental/physical health sufficient to meet the demands and pressures of the position
• Ability to read and write in the English language
• Bachelor’s degree required. Master’s degree preferred.
• PMP or PMI certification preferred.
• Proficient in Microsoft Office (Word, PowerPoint, Excel)
• Direct Supervisory Experience 8+ years of Healthcare experience with minimum of 5+ years in management.
• Proven leadership experience, with the ability to manage and motivate global teams.
• Strong and broad understanding of Revenue Cycle Operations within a hospital and physician setting.
• Experience in one or more Shared Services programs, such as learning, quality assurance, or onboarding
• Strong and effective communication skills and executive presence
• Strong project management experience and ability to manage multiple workstreams at one time.
• Proficiency in data analysis and reporting tools.
• Limited travel required.
• Current permanent US work authorization required