[Hiring] Director, Delivery Assurance @Infinx

Role Description

The Director – Revenue Cycle Operations serves as the Revenue Cycle Management domain lead within the Strategic Delivery function and is responsible for ensuring successful operational design, implementation, stabilization, and transition of strategic client engagements. The role provides deep functional expertise across billing, charge entry, payment posting, accounts receivable, denials, appeals, collections, and related back-end revenue cycle functions. Primary accountability includes:

• Translating contractual commitments and client expectations into executable operating models
• Validating workload and staffing assumptions
• Supporting operational readiness
• Resolving delivery challenges
• Helping strategic engagements achieve defined service, quality, productivity, and financial outcomes

This position works closely with Customer Success, Onshore and Offshore Operations, Product, Technology, Quality, Training, Compliance, and client stakeholders. Direct ownership of routine steady-state production is not the primary focus.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business Administration, Finance, or related field
• Master’s degree in Healthcare Administration, Business Administration, or related field
• 10+ years of progressive experience in healthcare Revenue Cycle Management
• 5+ years in a leadership, consulting, implementation, transition, or operational transformation capacity preferred
• 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
• 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
• Strong understanding of payer processes, reimbursement methodologies, denial management, and revenue cycle performance indicators
• Relevant certifications preferred, such as:
  • Certified Revenue Cycle Representative or equivalent
  • Lean Six Sigma or process improvement certification
  • Project management or transition management certification
• 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
• Working knowledge of automation and AI applications within Revenue Cycle Management preferred
• Ability to travel approximately 20–30% for strategic client implementations, operational workshops, training, and escalation support

Requirements

• Strategic implementation readiness and go-live success
• Time to operational stabilization
• SLA and KPI achievement
• Quality and productivity performance
• Accuracy of staffing and effort estimates
• Reduction in delivery escalations
• Effective transition to steady-state Operations
• Knowledge-transfer and SOP completion
• Client satisfaction and delivery confidence
• Operational scalability
• Contribution to account gross margin improvement
• Identification and implementation of automation and process improvement opportunities

Benefits

• Access to a 401(k) Retirement Savings Plan
• Comprehensive Medical, Dental, and Vision Coverage
• Paid Time Off
• Paid Holidays
• Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services