Note: The job is a remote job and is open to candidates in USA. Infinx delivers technology-enabled revenue cycle solutions for healthcare providers, using automation and intelligence to improve reimbursements and patient care. The Director – Revenue Cycle Operations leads strategic Revenue Cycle Management delivery, including implementation, operational readiness, go-live support, stabilization, transition to steady-state operations, performance assurance, and cross-functional client governance.
Responsibilities
- Lead Revenue Cycle delivery planning for strategic client implementations and complex operational transitions
- Translate contract scope, client expectations, workflows, volumes, and service requirements into executable operating plans
- Conduct operational discovery and validate assumptions before implementation
- Perform detailed inventory analysis across AR, billing, denials, payment posting, charge entry, and related workflows
- Develop effort estimates, productivity assumptions, staffing requirements, skill profiles, and capacity models
- Identify operational risks, dependencies, access requirements, and implementation gaps before go-live
- Establish implementation milestones, readiness criteria, ownership, and escalation pathways
- Partner with Patient Access and Coding Strategic Delivery leads to ensure end-to-end alignment across the revenue cycle
- Provide subject matter expertise across charge entry, claims submission and billing, payment posting, AR follow-up, denial management and appeals, collections, credit balances and refunds, payer follow-up, reimbursement workflows, and inventory management
- Evaluate existing client workflows and recommend scalable, efficient operating models
- Analyze payer behavior, aging trends, denial patterns, reimbursement issues, and revenue leakage opportunities
- Support Operations teams with complex functional issues and critical client escalations
- Recommend solutions based on operational data, root-cause analysis, and industry best practices
- Validate scope, volumes, productivity benchmarks, staffing assumptions, and client expectations prior to launch
- Support workforce planning, hiring profiles, candidate assessment, and staffing readiness
- Define operational service levels, key performance indicators, quality expectations, turnaround times, and productivity standards
- Ensure process documentation and standard operating procedures are complete and aligned with contractual requirements
- Support development and validation of training programs, knowledge assessments, and operational readiness plans
- Confirm system access, payer portal access, reporting requirements, workflow queues, and client dependencies
- Partner with Product and Technology teams to validate product configuration and workflow readiness
- Provide hands-on delivery leadership during strategic client go-lives
- Establish and lead daily governance during critical implementation periods
- Monitor production volumes, inventory, backlog, quality, productivity, turnaround time, and staffing utilization
- Support production planning and workload prioritization
- Coordinate resolution of operational, product, system, workflow, access, and training issues
- Provide functional guidance to Onshore and Offshore Operations teams
- Participate in client implementation and delivery meetings as needed
- Maintain structured risk, issue, dependency, and action tracking
- Escalate material risks with clear recommendations, owners, and recovery plans
- Lead delivery assurance through the initial stabilization period for assigned strategic engagements
- Monitor performance against agreed SLAs, KPIs, productivity, quality, and financial expectations
- Conduct root-cause analysis for recurring operational issues and implement corrective action plans
- Review staffing against actual production demand and recommend adjustments where appropriate
- Identify training gaps and facilitate targeted retraining or knowledge reinforcement
- Ensure SOPs remain current as workflows evolve during implementation
- Partner with Operations leadership to build independent delivery capability
- Drive timely resolution of customer concerns and delivery escalations
- Support account-level gross margin improvement by identifying operational inefficiencies and staffing opportunities
- Develop and execute a structured transition plan to the designated Onshore or Offshore Operations team
- Ensure complete knowledge transfer, documentation, training, reporting, and ownership before handoff
- Establish clear steady-state roles and responsibilities across Operations, Customer Success, Product, and support functions
- Define exit criteria and validate operational readiness before Strategic Delivery ownership is reduced
- Continue periodic delivery assurance reviews for strategic accounts following transition
- Re-engage when material delivery risk, escalation, or performance deterioration is identified
- Establish performance scorecards for strategic implementations and stabilization programs
- Monitor and analyze key RCM indicators including Days in AR, aging distribution, denial rates, clean claim rate, first-pass yield, collection efficiency, cash acceleration, productivity, quality, backlog, and turnaround time
- Convert operational data into recommendations, corrective actions, and measurable improvement plans
- Provide concise executive reporting on implementation status, risks, client impact, and required actions
- Serve as a senior operational subject matter expert for strategic client engagements
- Participate in implementation calls, operational reviews, MBRs, QBRs, and escalation discussions as required
- Partner closely with Customer Success to ensure client commitments are reflected accurately in operational delivery
- Maintain strong alignment between client expectations, contractual commitments, product capabilities, and operational execution
- Present solution-oriented recommendations rather than only identifying delivery problems
- Support customer confidence through strong domain expertise, structured communication, and timely resolution of issues
- Partner with Product teams, including RCM+, PA+, and other relevant platforms, to align technology capabilities with client workflows
- Identify opportunities for automation, artificial intelligence, workflow optimization, and reduction of manual effort
- Translate operational pain points into clearly defined product requirements and improvement opportunities
- Support testing, workflow validation, and implementation of new technology capabilities
- Capture recurring operational issues that may warrant product or process redesign
- Ensure complete and current SOPs are developed for assigned strategic engagements
- Build repeatable delivery playbooks and implementation standards
- Facilitate knowledge transfer between client-facing, onshore, and offshore teams
- Ensure critical knowledge is institutionalized rather than dependent on individual resources
- Conduct post-implementation lessons-learned reviews
- Translate lessons learned into improvements to SOPs, training materials, workflows, implementation frameworks, and product capabilities
- Partner with Offshore Operations leadership to establish scalable delivery models for strategic engagements
- Support offshore readiness, skill development, staffing, training, and knowledge transfer
- Ensure alignment between onshore and offshore teams on scope, workflows, performance expectations, and escalation protocols
- Provide domain guidance during complex production or client situations
- Facilitate transition of work to offshore teams where appropriate while protecting service quality and client expectations
- Support development of standardized operating rhythms across geographies
- Identify recurring delivery gaps across strategic accounts and develop repeatable solutions
- Promote standardization across client implementations while accommodating legitimate client-specific requirements
- Develop reusable templates, checklists, dashboards, and delivery playbooks
- Support development and continuous improvement of the Strategic Delivery operating framework
- Identify opportunities to improve scalability, quality, productivity, customer satisfaction, and gross margin
Skills
- Bachelor's degree in Healthcare Administration, Business Administration, Finance, or related field
- 10+ years of progressive experience in healthcare Revenue Cycle Management
- Deep hands-on knowledge of end-to-end physician and/or ambulatory RCM workflows
- Strong experience across billing, payment posting, AR, denials, appeals, collections, and reimbursement processes
- Demonstrated experience leading complex client implementations, operational transitions, or performance improvement initiatives
- Proven ability to analyze inventory, volumes, productivity, staffing requirements, and operational capacity
- Experience developing SOPs, training frameworks, operational controls, and performance metrics
- Demonstrated success resolving complex delivery issues and client escalations
- Strong understanding of payer processes, reimbursement methodologies, denial management, and revenue cycle performance indicators
- Deep Revenue Cycle Management domain expertise
- Strong critical thinking and structured problem-solving capability
- Strong operational and financial analytical skills
- Ability to translate client requirements into scalable operating solutions
- Strong implementation and transition management capability
- Executive-level communication and presentation skills
- Strong customer-facing and stakeholder-management capability
- Ability to influence cross-functional teams without direct reporting authority
- Strong understanding of operational performance metrics and analytics
- Strong documentation, SOP, and knowledge-transfer capabilities
- Ability to operate effectively across Onshore and Offshore teams
- Strong change-management and escalation-management capability
- Ability to work effectively in ambiguous, high-growth, and rapidly changing environments
- Solution-oriented mindset with strong focus on customer outcomes
- Experience with major RCM platforms, practice management systems, electronic health record systems, payer portals, workflow tools, and reporting platforms
- Master's degree in Healthcare Administration, Business Administration, or related field
- 5+ years in a leadership, consulting, implementation, transition, or operational transformation capacity
- Experience working with global or offshore delivery teams
- Experience partnering with Product and Technology teams on workflow automation or digital transformation initiatives
- Certified Revenue Cycle Representative or equivalent
- Lean Six Sigma or process improvement certification
- Project management or transition management certification
- Working knowledge of automation and AI applications within Revenue Cycle Management
Benefits
- Remote or hybrid work in Houston, TX or New Orleans, LA preferred
- Flexible work hours when possible
- Access to a 401(k) Retirement Savings Plan
- Comprehensive Medical, Dental, and Vision Coverage
- Paid Time Off
- Paid Holidays
- Pet Care Coverage
- Employee Assistance Program (EAP)
- Discounted services
Company Overview