Director of Operations

The Director of Operations oversees the operations of the Revenue Enterprises Extended Business Office (EBO) and Recovery Services/Bad Debt Divisions, ensuring internal and external goals for are met for Revenue Enterprises and our Clients. Primary areas of accountability include:

• Lead, Manage & hold Team Managers Accountable for operations performance
• Deliver on Client programs per Standard Operating Procedures for Customer Service, Contact Center SLAs and Representative Q&A
• Operational process development, maintenance & assurance that processes are followed by all operations staff
• Patient satisfaction/experience (Superior Service)
• Ongoing employee development & retention
• Continuous improvement & innovation of Operations teams
• New Client Onboarding & PMO

Operational Managers report to the Director of Operations and together they will monitor and manage key performance indicators to ensure solid performance and continuous improvement. This individual will manage oversight of Quality Assurance checks; Personnel Management; Workforce Scheduling; and ensure tools are in place to deliver quality solutions for Revenue Enterprises’ clients and superior service for patients. This person assesses programs to ensure teams are meeting and exceeding their productivity, work quality, service levels and revenue expectations. The Director identifies issues affecting operational success and recommends and acts to implement solutions, escalating and collaborating with Executive Leadership and department leaders as needed.

The Director sets goals for operational teams to achieve and monitors and reports on goal progress regularly to the President/Chief Operations Officer. This person works to inspire his/her Managers and Supervisors to create positive and productive work environments for their teams and that team members have the tools and knowledge to perform at the highest levels possible. This person assures that Revenue Enterprises’ core values are present in all daily communications throughout the Operations Department - with Managers, employees, clients and patients. The Director also ensures that all interactions and processes facilitate confidentiality, and that privacy of patient health information is protected and within compliance of all local, state and federal regulations.

The Director of Operations develops policy and procedures that govern work efforts and standards of operations. This person is responsible for coordinating training efforts with the People and Compliance Team, Managers, Supervisors and REL’s Training and Recruiting Coordinator to identify specific learning and development needs based on employee performance. This person participates in regular Client Performance Reviews and helps to respond to or funnel any issues to the appropriate team and owns solutions in collaboration with the Director of Client Experience Management.

The Director of Operations is required to be a proactive problem solver and visionary; always looking for opportunities for improvement and identifying actions to address them. They will stay in communication with the Executive Leadership Team to notify them of process changes or operational modifications and measure and report on results.

Minimum requirements

• Bachelor’s degree/associate degree in management or other applicable focus area and/or experience in lieu of advanced education
• 5-10 years of Operations Management experience with an emphasis in accounts receivable recovery and/or contact center operations.
• Strong aptitude for process and policy.
• Excellent Customer Service, solid analytical skills and thrives in a fast-paced environment.
• Self-starter with great motivational skills and ability to think outside of the box to solve problems.
• Strict adherence to professional ethics and appropriate management of confidential information.
• Security focused, with a working knowledge of contact center, healthcare, compliance and applicable regulatory requirements.
• Excellent written, and verbal communication skills.
• System savvy with strong MS Office, (Word, EXCEL, and Powerpoint skills)

Preference for:

• 5 years of healthcare A/R Management recovery experience and an intermediate knowledge of Healthcare Revenue Cycle.
• Working experience with Qualtrics, TETHR and/or other experience management and commonly used contact center software.
• Working managerial experience within hospital patient financial services department(s)

Abilities required

• Must be able to sit, stand or walk around for work 6-8 hours per day.
• Able to lift 3-20 lbs.
• Typing skills 45 words per minute.
• Ability to read and interpret information.
• Ability to communicate verbally and in writing with various individuals and clients.
• Ability to analyze data and report on findings to Executive Management and Clients.
• Ability to work independently and in a team environment.
• Ability to analyze data and isolate process needed to promote appropriate actions for system operations.
• Other duties as assigned and determined appropriate for the position.