Director Service Optimization

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Spearhead enhancement initiatives across all four Revenue Cycle teams

• Maintain continuous and direct engagement with Access leadership

• Take part in high-priority strategic projects, including System Access, Patient Financial Experience, and Customer Experience

• Lead and contribute to cross-functional teams involving Directors, Senior Directors, and Vice Presidents

• Drive improvement projects from concept to execution with minimal guidance

• Engage organizational stakeholders to align priorities, eliminate obstacles, and communicate progress

• Mentor and lead a multidisciplinary team of consultants, analysts, and technology superusers

• Provide strategic direction, identify blockers, resolve issues, and guide the team

• Review new project requests and manage team workload

• Enhance service optimization through process improvement, automation, and streamlined workflows

• Facilitate customer experience expectations among business stakeholders, executive leadership, and technical partners

• Collaborate with Revenue Cycle, service lines, call center, operations, IT, data warehouse, and infrastructure teams

• Own the vision and implementation of the operational roadmap for features and enhancements

• Prioritize and forecast work while overseeing resource allocation

• Ensure solutions are scalable, consistent, and aligned with key personas

• Act as a strategic liaison between business and technical teams

• Oversee platform builds and maintenance, data governance, architecture, security, synchronization, refresh cycles, and analytic definitions

• Provide subject matter expertise in service optimization datasets and databases

• Manage proper data flow between CRMs, EHRs, online scheduling, provider data management, financial and revenue systems, health plan resources, and self-service tools

• Extract, analyze, manipulate, and troubleshoot data from various sources

• Oversee data integration and flow to ensure accurate, secure, and actionable insights

• Establish and enforce standards, policies, procedures, application use, and end-to-end process documentation

• Ensure compliance with department, company, and regulatory standards

• Supervise business cases and proposals for technologies and process enhancements

• Review technical documentation for business alignment, data integrity, and sustainability

• Identify, investigate, track, and resolve complex project deliverables

• Collaborate on scorecards and dashboards to monitor progress

• Engage in governance and alignment with executive leadership

⛳️ Requirements

• Bachelor’s degree in Business, Technology, Engineering, or a related discipline

• A minimum of seven to ten years of experience in the customer or operations technology domain

• Robust experience in managing technical products

• Familiarity with databases, customer relationship management data, email/text automation, or electronic health record systems

• Exceptional communication skills

• Ability to simplify technical concepts for business and leadership understanding

• Comfortable with public speaking to large audiences

• Proficient in handling conflicts and maintaining relationships while balancing system requirements and entity priorities

• Capable of developing a clear, realistic, and actionable vision

• Results-driven strategic and systems leadership abilities

• Skilled in interacting with and influencing both internal and external stakeholders

• Excellent problem-solving and analytical capabilities

• Detail-oriented and capable of overseeing projects from inception to completion

• Advanced analytical skills using SQL or other query languages are advantageous

• Experience managing large datasets in Business Objects, Teradata, Tableau, or similar tools is a plus

• Salesforce or other platform certifications are highly preferred

• Certifications in Lean, Six Sigma, Scrum, or Agile are beneficial

🏝️ Benefits

• Opportunity to participate in a range of health, financial, and security benefits

• Potential eligibility for the Management Incentive Program

• Comprehensive Total Rewards package

• Engaging and fulfilling career development opportunities

• Drug-free workplace environment