Director of Central Operations

The Manager, Revenue Cycle Management, is responsible for overseeing the insurance collection follow-up team to ensure timely and accurate resolution of outstanding insurance claims.Responsibilities: Revenue Cycle Management Leadership● As an individual contributor, take direct ownership of early RCM processes while preparing the foundation for scale.● Hire, onboard, and eventually lead the RCM Manager as the function grows—transitioning this responsibility as the team expands.● Build the initial components of a comprehensive revenue cycle function from the ground up, including claims submission workflows, payment posting, denial management, and payer follow-up.● Establish scalable SOPs, accountability structures, and performance standards to support future team growth.● Partner with Finance and Product to improve RCM tooling, workflow automation, and visibility into reimbursement outcomes—ensuring the team is set up for long-term success.Credentialing Ownership & Onboarding Support● Fully own and manage the end-to-end provider credentialing lifecycle, including multi-state licensure, payer enrollment, application submission, verification, and ongoing status tracking.● Build and maintain a centralized credentialing infrastructure with clear timelines, progress tracking, dashboards, and documentation standards.● Partner with Medical Operations, Recruiting, and HR to support a streamlined onboarding experience—ensuring providers receive systems access, orientation materials, and readiness checkpoints aligned with operational timelines.● Continuously optimize credentialing and onboarding workflows to reduce cycle time, improve provider readiness, and support rapid expansion into new states and service lines.● Identify bottlenecks and implement process improvements that enhance visibility, predictability, and overall throughput across both credentialing and onboarding functions.Offshore Support Operations● Lead the offshore operations team responsible for administrative support, provider support tasks, and patient coordination.● Develop clear productivity metrics, QA procedures, and training pathways to ensure consistent service delivery.● Integrate offshore workflows with RCM, scheduling, credentialing, and provider operations.● Identify and resolve operational bottlenecks to improve throughput and service quality.Medical Operations & BizOps Partnership● Collaborate with Medical Operations on KPI reporting, workforce analytics, provider performance visibility, and provider-support efficiency.● Partner with BizOps on dashboarding, analytics, internal documentation, and cross-functional process standardization.● Work with HR and Recruiting to support provider hiring, staffing forecasts, onboarding needs, and compliance requirements.● Ensure accurate and updated documentation within the internal wiki, aligning Central Ops processes with company-wide standards.Process Improvement, Scalability & Operational Excellence● Drive continuous process improvement across credentialing, onboarding, RCM, and offshore support to increase efficiency, accuracy, and throughput.● Build, document, and optimize SOPs, workflows, and escalation paths to create repeatable, scalable systems across all central operations functions.● Implement quality checks, performance metrics, and workflow automation to elevate operational reliability and reduce friction between teams.● Lead initiatives that improve operational readiness for new-state launches, new service lines, and expanding clinical programs—ensuring processes scale smoothly as volume grows.● Partner cross-functionally to identify bottlenecks, streamline handoffs, and enhance provider-support workflows that enable faster, more predictable execution Requirements:● Bachelor’s degree in Business Administration, Healthcare Operations, Management, or related field (Master’s preferred).● 10 years of professional operations experience, ideally in multi-state, high-growth, or highly regulated environments; healthcare operations experience strongly preferred.● Proven experience building and scaling administrative or operational functions in a fast-paced organization.● Experience with RCM, credentialing, compliance workflows, or clinical operations.● Demonstrated leadership managing large teams, distributed/offshore teams, or multi-functional operational units.● Strong analytical background with comfort using dashboards, KPIs, and data-driven decision-making.● Excellent communication, project management, and cross-functional collaboration skills.Preferred Skills● Experience in telehealth, digital health, or multi-state clinical operations.● Familiarity with healthcare billing rules, provider licensure frameworks, credentialing workflows, or payer requirements.● Experience partnering with product/engineering teams to automate workflows.● Knowledge of Lean/Six Sigma or similar process-improvement methodologies.● BA in management and or healthcare administration, MBA Preferred