Director of Operations

The Director of Operations is responsible for the strategic oversight and leadership of the departments and functions within Revenue Cycle Management (RCM), as well as the Client Success team. This includes driving efficiency, fostering cross-departmental collaboration, and aligning operations with the company’s mission, core values and financial performance targets. The Director is accountable for operational performance across key revenue drivers, including billing output and payment activity, and for ensuring that established performance goals are met. The role requires strong operational leadership, disciplined management and a data-driven, process-oriented approach balanced with a people-first perspective.

This position reports directly to the Chief Operating Officer and collaborates with personnel across all departments. The Director of Operations is responsible for the direct supervision of managers leading the Pre-Billing, Billing, Accounts Receivable, Cash Applications, Patient Accounts, Credentialing and Client Success departments.

• Provide strategic leadership while ensuring operational accuracy and efficiency. Hold managers accountable for their areas of responsibility and intervene as necessary to guarantee objectives are met.

• Oversee the entire EMS revenue cycle, from pre-billing through collections, ensuring operations are compliant, efficient, and accurate to support financial performance and client satisfaction.

• Build and develop high-performing teams across Revenue Cycle Management departments and Client Success by mentoring managers and fostering a culture of accountability, collaboration, and continuous improvement.

• Promote talent development and succession planning to ensure leadership continuity and organizational resilience.

• Establish and maintain scalable infrastructure, including documented processes, performance metrics, and SOPs across departments to support growth and drive consistency.

• Identify and mitigate operational and financial risks within RCM and Client Success to safeguard revenue integrity.

• Oversee Client Success operations, ensuring clear communication, timely escalations, and strategic relationship management that improve client retention and experience. 

• Unify and lead the Credentialing function, ensuring timely, accurate payer enrollments in alignment with onboarding and billing readiness.

• Collaborate cross-functionally with Finance, IT, Compliance, and Client Development to ensure seamless execution of month-end close, revenue reporting, reconciliations, and data integrity.

• Leverage technology and automation to optimize workflows, improve accuracy, and increase operational efficiency.

• Use data and KPIs to drive operational decision-making, track team and client performance, and lead proactive improvements and forecasting.

• Ensure regulatory compliance with federal, state, and payer-specific guidelines (e.g., Medicare, Medicaid, Commercial) across all RCM functions.

• Own and evolve core RCM processes within the EOS framework, ensuring they are documented, measurable, and consistently followed.

• Lead strategic initiatives, such as vendor evaluations, system enhancements, serving as a key advisor, and implementation driver.

• Lead change management initiatives to facilitate smooth adoption of new processes and technologies.

• Manage departmental budgets and resource allocation to ensure cost-effective operations aligned with company objectives.

• Represent Emergicon externally with clients, partners, and industry stakeholders, modeling professionalism and trust.

• Bachelor’s degree in Business, Healthcare Management, or a related field required

• Minimum of five (5) years of progressive experience in Revenue Cycle Management

• Minimum of three (3) years of managerial experience required

• Demonstrated ability to balance strategic priorities with operational demands; capable of holding leaders accountable while stepping into workflows when necessary to ensure business continuity.

• Proven people leader with success in building, mentoring, and retaining high-performing teams while applying EOS tools to reinforce accountability, values alignment, and consistent execution.

• Expertise in RCM operations, including key performance metrics, compliance (Medicare, Medicaid, commercial), payer relationships, and revenue optimization.

• Strong strategic thinking and problem-solving skills; excels in root cause analysis, managing complexity, and implementing scalable, sustainable solutions.

• Exceptional communication skills, with the ability to listen actively, communicate clearly, and tailor messages to various audiences including clients, executives, and frontline teams.

• Client-centric mindset with a track record of anticipating needs, resolving escalations with empathy, and delivering exceptional service outcomes.

• Process-oriented with the ability to design and maintain repeatable, scalable workflows that support organizational growth and consistency

• Strong project management and data analysis skills; able to drive measurable outcomes and lead cross-functional initiatives effectively.

• High level of adaptability and organizational agility; remains focused on strategic goals while navigating a fast-paced, matrixed environment

• Demonstrated capacity to adapt to and foster company culture by building trust, aligning teams, and effectively navigating diverse communication styles and interpersonal dynamics.

This position operates under a hybrid work model, combining remote and on-site work.  Specific in-office days and hours will be coordinated with leadership to support operational needs and team collaboration.

This position requires extended periods of sitting or standing at a desk, along with frequent computer use involving repetitive hand and finger motions.