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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 action—stabilizing current operations while enabling the shift to a new operating model and organizational structure.
Job Responsibility:
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 RCM—turning 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
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 ownership—emphasizing results, communication, and recognition—while addressing underperformance decisively
Foster collaboration between U.S. and offshore teams to promote consistency, partnership, and alignment on key metrics
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
Serve as a key implementer in the transformation of Brightree’s RCM operating model—aligning 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 team—providing clarity, communication, and direction through change
Requirements:
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