Director, Revenue Cycle Operations

The Director, Revenue Cycle Operations

The Director, Revenue Cycle Operations serves as the operational right hand to the Head of Revenue Cycle Management (RCM) for Brightree. This role ensures consistent execution of the RCM strategy by overseeing day-to-day operations, managing escalations, and driving accountability across teams and vendor partners. This leader will translate strategy into actionstabilizing current operations while enabling the shift to a new operating model and organizational structure.

Responsibilities

Operational Leadership

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 RCMturning 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 ownershipemphasizing results, communication, and recognitionwhile 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 modelaligning 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 teamproviding 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.

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