Director of Operations

OVERVIEW OF POSITION:

The Director of Operations will lead Customer Experience and Revenue Cycle Management (RCM) and be accountable for operating results that meet or exceed the financial plan. This role connects the patient experience, the order-to-cash process, and the P&L to drive financial and operational performance. The Director of Operations will lead to ensure there are solid systems in place, to build strong teams, and foster a culture of accountability, collaboration, and continuous improvement.

ESSENTIAL FUNCTIONS:

Financial Performance

• Own the operating budget for Customer Experience and RCM, and deliver results that meet or exceed plan.
• Build and manage monthly forecasts, variance analysis, and reporting to executive leadership.
• Find and act on margin opportunities: labor productivity, cost per order, payer mix, reimbursement, and process waste.
• Partner with leadership on pricing, payer contracting priorities, and growth investments.

Revenue Cycle Management

• Lead the Billing Manager and RCM team across eligibility, claims, payment posting, denials, appeals, and collections.
• Set and drive key metrics: DSO, A/R over 90 days, denial rate, clean claim rate, and cash collections.
• Make sure documentation and billing practices are compliant and audit-ready, including Medicare DMEPOS requirements and payer audits.

Customer Experience

• Lead the Customer Experience team responsible for patient and referral-source communication, intake, and order processing.
• Improve referral-to-delivery cycle time, call answer and abandonment rates, and patient and referral-source satisfaction.
• Create a consistent, responsive experience that strengthens referral relationships and supports growth.

Leadership, Process & Systems

• Hire, coach, and develop managers and frontline staff, and build a culture of accountability and continuous improvement.
• Standardize workflows and SOPs, and get the most out of Brightree and related systems, including automation where it pays off.
• Build a KPI dashboard and operating rhythm (weekly metrics, monthly business reviews) that keeps the team focused on what matters.
• Maintain compliance with Medicare supplier standards, accreditation requirements, and HIPAA.
• Work closely with Sales, Contracting & Credentialing, and fulfillment/logistics to keep the order-to-cash process running smoothly.

REQUIREMENTS:

• Bachelor's degree in finance, business, healthcare administration, or a related field. MBA or MHA is a plus.
• Proven people leadership, including leading through other managers or preparing to do so.
• Strong financial acumen: comfortable owning a budget, reading a P&L, and tying operational decisions to financial outcomes.
• A data-driven management style, with advanced Excel skills and experience building or using KPI dashboards.
• Clear, confident communication with executives, frontline teams, payers, and referral partners.

QUALIFICATIONS:

• 5+ years in FP&A, healthcare finance, or a related analytical role.
• 2+ years leading a team as a Manager or Senior Manager.
• Experience partnering closely with operations on forecasting, cost management, or performance improvement.
• Healthcare, DME, or post-acute experience strongly preferred.
• 7+ years in DME/HME or post-acute operations, including 3+ years in a senior leadership role (Director, General Manager, VP, or owner/operator).
• Hands-on knowledge of intake, customer service, order processing, billing, and collections in a DME environment.
• Working knowledge of Medicare DMEPOS rules, Medicaid and commercial payers, and accreditation standards (ACHC, BOC, or The Joint Commission).
• Brightree experience strongly preferred.
• A track record of improving operating results and building strong teams.