Senior Operations Manager (RCM)

POSITION OVERVIEW

The Senior RCM Manager provides strategic direction and enterprise-wide leadership for the Revenue Cycle Management department, overseeing performance across all business entities (DME company, sleep lab, and physician practices). This role goes beyond day-to-day operational execution to own the overall RCM strategy, standardization, and performance framework, ensuring consistency, compliance, and financial performance across every entity and workflow within the revenue cycle.

The Senior RCM Manager works in close partnership with the onshore RCM Assistant Manager, who leads day-to-day operational execution, to translate strategic priorities into action and to build a scalable, high-performing RCM organization. This role reports to the RCM Director, with a dotted-line relationship to the Chief Operating Officer, and serves as the department's primary voice in executive-level discussions on revenue cycle performance, risk, and strategy.

KEY RESPONSIBILITIES

Strategic RCM Leadership

• Own the overall strategic direction of the RCM department across all business entities, aligning departmental priorities with organizational and client goals
• Set the long-term vision for revenue cycle performance, including clean claim rate, denial rate, AR aging, days in AR, and net collection rate targets
• Translate client and executive priorities into department-wide strategy, structure, and resourcing decisions
• Works in close partnership with the onshore RCM Associate Manager, ensuring alignment between strategy and daily execution
• Represent the RCM department in executive planning, budgeting, and business review discussions

Cross-Entity Standardization & Governance

• Standardize RCM policies, workflows, and SOPs across all business entities to ensure consistency and scalability
• Establish and govern enterprise-wide operational controls, quality standards, and compliance frameworks across the full claim lifecycle
• Identify entity-specific variances in performance or process and drive standardization while accommodating legitimate operational differences
• Own the RCM governance calendar, including audits, compliance reviews, and policy refresh cycles

Performance Analytics & Executive Reporting

• Serve as the department's primary authority on RCM analytics, building the infrastructure for data-driven decision-making across all entities
• Design and maintain enterprise-level dashboards and reporting frameworks that consolidate performance across business entities
• Prepare and present strategic performance reviews to the RCM Director, COO, and other executive stakeholders
• Translate complex, cross-entity revenue data into actionable strategic recommendations and improvement roadmaps
• Identify systemic trends in revenue leakage, denials, or payer behavior and lead the development of corrective strategies

Payer Strategy & Revenue Optimization

• Partner with client leadership on payer strategy, contract performance, and reimbursement optimization across all entities
• Drive enterprise-wide initiatives to reduce denials, rejections, and AR aging, and to improve first-pass resolution rates
• Oversee adjustment posting, contractual reconciliation, and revenue integrity practices at the department level
• Evaluate the financial impact of workflow, staffing, and technology decisions on overall revenue cycle performance

Cross-Functional & Executive Partnership

• Serve as the department's senior liaison to executive, clinical operations, finance, credentialing, and client stakeholders
• Escalate and resolve systemic, cross-entity workflow or payer issues that require executive-level intervention
• Partner with the COO and RCM Director on organizational design, headcount planning, and department growth strategy
• Lead or sponsor cross-functional initiatives that improve charge capture, documentation accuracy, and claim quality upstream of RCM

People Leadership & Organizational Development

• Provide leadership, coaching, and performance direction to the RCM Supervisor and Assistant Supervisor, enabling their growth into stronger operational leaders
• Establish department-wide performance expectations, KPIs, and behavioral standards cascaded through the Supervisor and Assistant Supervisors
• Own succession planning and leadership bench strength for the RCM department
• Ensure fair, consistent, and compliant application of performance management and discipline policies at every level of the department
• Champion a culture of accountability, continuous improvement, and operational excellence across all RCM teams

Technology, Automation & Process Innovation

• Identify and sponsor automation, system optimization, and workflow technology initiatives across the RCM department
• Partner with IT, systems, and vendor stakeholders to evaluate and implement EMR/PM and clearinghouse technology improvements
• Drive continuous improvement initiatives that scale efficiently across a multi-entity operating environment
• Support audit preparation, compliance reviews, and documentation requirements at an enterprise level

QUALIFICATIONS

REQUIRED

• 7+ years of experience in Revenue Cycle Management, including multi-entity or multi-site environments
• 4+ years of experience managing managers or leading multiple teams/departments, with demonstrated success developing other leaders
• Demonstrated experience setting RCM strategy and standardizing processes across multiple business entities or locations
• Strong knowledge of end-to-end RCM processes, payer guidelines, and regulatory requirements
• Experience supporting U.S.-based healthcare revenue cycles
• Advanced analytical and reporting skills, with the ability to build and interpret enterprise-level performance dashboards (advanced Excel proficiency required)
• Proven experience presenting strategic and operational insights to executive leadership (C-suite, COO, or equivalent
• Strong strategic thinking, executive presence, and decision-making skills

PREFERRED

• Experience in the sleep medicine, DME, or multi-entity healthcare industry
• Experience working in outsourced or shared services (BPO) environments, including managing offshore teams
• Professional certification such as CRCR, CPC, or equivalent RCM/coding credential
• Familiarity with EMR/PM systems and clearinghouse technology at an architecture or evaluation level
• Experience with organizational design, headcount planning, or leadership succession planning
• Exposure to Lean Six Sigma or other continuous improvement methodologies

CORE COMPETENCIES

• Strategic Thinking
• Executive Communication & Presence
• Data-Driven Decision Making
• People Leadership & Talent Development
• Cross-Functional Influence
• Change Management
• Financial & Business Acumen
• Compliance & Risk Judgment
• Adaptability & Resilience