This position provides leadership to the Greenway Revenue Cycle Services (GRS) operations organization and is responsible for ensuring that the services provided by GRS meet or exceed the industry’s best practices. This position is responsible for all aspects of revenue cycle activities, ensuring efficient, compliant, and high-quality service delivery. This position will oversee end-to-end GRS operations, including handling existing customers and related escalations, creating service offering improvements, and collaborating with the Product and Go-to-Market teams to drive incremental revenue through new and expansion sales opportunities and retention. The ideal candidate will have extensive experience managing large-scale, technology-enabled RCM operations across diverse provider types, including ambulatory healthcare practices, rural health centers, and management service organizations, with a proven track record of driving measurable improvements in reimbursement, customer satisfaction, and operational efficiency.

Essential Duties & Responsibilities

• Leads the development and execution of strategic initiatives to advance GRS operational excellence and growth.
• Monitors industry trends and proactively adapts GRS strategies to maintain competitive advantage.
• Leads Operations groups in GRS to ensure that we provide high-level and profitable services to GRS customers; these groups consist of implementations, transactional claims management, and customer-facing revenue cycle managers
• Ensure the operations team is monitoring and analyzing all customers’ A/R in order to identify opportunities to standardize, automate, and provide strategic solutions to increase customer revenue
• Represents GRS operational capabilities in sales process, contract renegotiations, dispute resolution, and customer invoicing
• Develops relationships with customers and serves as an escalation point in collaboration with the customer success organization
• Manages BPO services staffing, productivity, and quality, as well as maintaining key relationships with the vendors
• Key contributor and stakeholder contributing to a results-driven, successful, and skilled GRS organization
• Oversee efficient and effective GRS new hire and recurrent staff training as it relates to industry topics, platform specifics, and revenue cycle best practice workflows
• Builds and maintains relationships with product and development organization, and collaborates with Product Management to drive GRS product roadmaps with a focus on industry best practices, standardized processes, automation, and increased efficiency
• Prepares and analyzes metrics and effectively communicates data-driven findings and recommendations to executive leadership, customers, and cross-functional teams
• Champions the adoption and integration of artificial intelligence and machine learning technologies to optimize GRS workflows and enhance service delivery
• Manages performance of operations teams to ensure optimal organizational structure as well as staff development plans
• Partner with Compliance and Legal teams to maintain a robust internal control framework and mitigate audit or fraud risk.
• Ensures continual feedback from Operations teams on improvement opportunities through innovation
• Supports other activities in GRS and outside of GRS that impact the overall success of the department
• Keeps current on industry and regulatory trends impacting the GRS service and ensures that Operations teams are current
• Manages with a focus on customer experience and service, and regulatory compliance, while balancing margin
• Partners with Sales, Product, Legal, and other key internal stakeholders on complex contractual agreements, disputes, or large prospecting activities
• Helps manage GRS budget and key operational metrics
• Keep up to date on job and industry knowledge by participating in professional organizations and maintaining personal networks

AI Leadership & Innovation

• Lead the development and execution of a comprehensive AI strategy for Revenue Cycle Services, identifying opportunities for automation, predictive analytics, and data-driven decision-making across all RCM functions.
• Oversee the implementation and optimization of AI-powered RCM solutions, including autonomous coding, claims automation, predictive analytics, and denial management.
• Demonstrate hands-on experience with AI technologies in healthcare operations, with a track record of delivering measurable improvements in reimbursement, operational efficiency, and customer satisfaction.
• Build and mentor high-performing teams in AI adoption, fostering a culture of continuous learning, innovation, and responsible use of AI.
• Establish and maintain robust data governance and compliance frameworks for AI initiatives, ensuring privacy, security, and ethical standards are met.
• Define, monitor, and report on KPIs and metrics related to AI adoption and impact, communicating results and recommendations to executive leadership and the board.
• Serve as an internal and external thought leader on AI in healthcare revenue cycle management, engaging with industry forums, vendors, and professional networks to bring best practices into the organization.

Education and Experience

• Bachelor’s Degree in business, health IT or related field
• Masters in business or Health Care Administration preferred
• 10+ years’ experience in a management/leadership position
• 5+ years’ experience in healthcare operations or claims
• Experience managing offshore teams

Skills, Knowledge, and Abilities

• Excellent verbal and written communication skills
• Must be a collaborative leader who will delegate, mentor and assist in learning for team members
• Ability to provide organized, connected and logical thought-forward problem solving
• Experience with Microsoft Office (Word, Excel, PowerPoint, Outlook) required 
• Solid understanding of financial reports and key drivers
• Able to perform effectively through periods of stress due to competing priorities, workload, deadlines, etc.
• Strong customer service and analytical skills
• Ability to travel, both domestic and international, to meet with customers, BPO and Greenway’s India operations team as needed.

Work Environment/Physical Demands

• While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday
• This role requires that one can sit and regularly type on a keyboard for the majority of the workday
• This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as incoming and out-going communications via the computer and/or mobile devices
• Must be able to work remotely, manage workload efficiently, prioritize projects with minimal supervision, and maintain a quiet setting while working with customers
• The role necessitates the ability to listen and speak clearly to customers and other associates
• Must be able to travel as needed. 

Here’s what we can offer you in exchange for your amazing work: 

• Competitive pay
• Medical, dental and vision benefits
• Matching 401(k) 
• Generous paid time-off programs
• Education reimbursement
• Growth potential for your career
• Corporate discounts

At Greenway, we strive to imagine, empower, engage, and inspire. Join us!

To learn more about Greenway, take a video tour of our office, and meet our employees, visit us at www.GreenwayHealth.com/careers.

Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status.  

While this position is primarily remote, please note that if you reside within a 26-mile radius of our corporate office, you will be required to work in a hybrid capacity. This means you will be expected to work on-site at the corporate office for part of the week and remotely for the remainder. This hybrid arrangement is designed to foster team collaboration and engagement. Our corporate office is located at 4301 Boy Scout Blvd, Tampa, FL 33607. Please consider your proximity to this location when applying.

If you are in resident in a state the requires pay transparency, please email us at recruiting@greenwayhealth.com to receive compensation and benefits information for this role. Please include the Job ID in the subject line of the email.

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