[Remote] Director, Delivery Assurance | RCM Operations

Note: The job is a remote job and is open to candidates in USA. Infinx is hiring a Director of Delivery Assurance for RCM Operations to lead operational planning, implementation, go-live assurance, and stabilization for strategic revenue cycle engagements. The role provides revenue cycle expertise, aligns client commitments with operating models, and supports performance improvement and transition to steady-state operations.

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
• 5+ years in a leadership, consulting, implementation, transition, or operational transformation capacity preferred
• Experience working with global or offshore delivery teams strongly preferred
• Experience partnering with Product and Technology teams on workflow automation or digital transformation initiatives preferred
• Working knowledge of automation and AI applications within Revenue Cycle Management preferred
• Master's degree in Healthcare Administration, Business Administration, or related field
• Certified Revenue Cycle Representative or equivalent
• Lean Six Sigma or process improvement certification
• Project management or transition management certification

Benefits

• 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

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