Director, Patient Revenue Operations & Conversions - Aurora

Position Summary

The Director, Patient Revenue Operations & Conversion owns the operational engine that turns patient demand into completed appointments and realized revenue. Bridging marketing, sales, and operations, this role oversees end-to-end performance of the patient revenue lifecycle — from first patient contact through appointment booking, attendance, and follow-through — ensuring efficient operations, high-quality service, and measurable commercial outcomes.

Corporate Office: Aurora, IL – Hybrid Schedule with two remote days

Salary: $157,600 to $180,000

Your role at AudioNova:

This is a strategically critical, revenue- and patient-outcomes–driving leadership role at the center of AudioNova’s US growth ambition.

With full decision rights across staffing, incentives, scripts, technology, and operating model design, this role will build and scale the patient-facing teams, systems, and processes required to convert patient demand into completed appointments, maximize operational performance, and drive revenue growth.

Key Responsibilities

Revenue & Funnel Ownership

• Own enterprise performance across the patient revenue funnel, including appointment conversion, show rate, completed appointments, and downstream revenue outcomes.
• Serve as a strategic partner to marketing and commercial leadership to ensure demand generation translates into clinic-ready volume and revenue.
• Define and manage KPIs that connect patient experience, operational execution, and financial results.
  
  
  

Operating Model, Performance & Economics

• Own full P&L accountability for Patient Revenue Operations, including budget management, resource planning, and achievement of monthly and annual revenue targets.
• Optimize contact center economics (e.g., cost-per-call, cost-per-visit, marginal conversion efficiency) while improving quality and patient experience.
• Establish industry-leading standards for staffing models, workforce planning, incentive design, scripting, objection handling, and performance coaching.
• Balance operational rigor with agility, driving continuous improvement across productivity, effectiveness, and experience.
  
  
  

Technology, Systems & Analytics

• Lead the onboarding, optimization, and scaling of patient engagement platforms, CRM, telephony, and analytics infrastructure.
• Build foundational measurement capabilities where maturity is limited, creating reliable, actionable insights for real-time performance management.
• Ensure technology investments enhance — rather than replace — strong people leadership, coaching, and accountability.
  
  
  

Patient Experience, Quality & Compliance

• Own the omni-channel patient engagement strategy across voice, digital, and emerging channels, delivering a seamless and consistent AudioNova experience.
• Set and enforce quality, compliance, and experience standards, including call monitoring, SOPs, and regulatory adherence.
• Champion patient-centric design while maintaining commercial discipline.
  
  
  

Leadership, Governance & Decision Rights

• Operate with clear enterprise decision authority over scripts, staffing levels, incentives, workforce structure, technology platforms, and operating processes.
• Establish a high-performance operating cadence through executive collaboration, cross-functional alignment, and disciplined execution.
• Act as a connective leader across marketing, sales, operations, finance, and IT.
  
  
  

Team & Talent Leadership

• Build a leadership and talent strategy encompassing recruiting, succession planning, training, and professional development.
• Create a performance-driven culture that attracts, develops, and retains top commercial and operational talent.
  
  
  

What Success Looks Like

A successful leader in this role is:

• Understands how patient demand, conversion, attendance, and operations connect to revenue.
• Builds scalable systems, metrics, and accountability from imperfect starting points.
• Aligns marketing, sales, and operations without friction.
• Uses insight to drive decisions, not just reporting.
• Energized by creating structure, systems, and teams where maturity is still evolving.
  
  
  

Experience & Qualifications

• Proven leadership of large-scale patient engagement, contact center, revenue operations, or inside sales organizations with full P&L ownership.
• Track record of driving measurable revenue outcomes across conversion, attendance, and realized revenue.
• Deep experience building operating models, systems, and analytics capabilities.
• Executive presence with the ability to influence and advise senior leaders and executive stakeholders.
• Strong balance of technology enablement and hands-on performance management.
  
  
  

Statement of Other Duties: This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.

We love to work with great people and strongly believe that a diverse team makes us better. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of race, color, creed/religion, sex, sexual orientation, marital status, age, mental or physical disability.

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.