Director, Operational Excellence

Description

Calling all Esteemed Leaders! Are you a revenue cycle leader with deep frontend expertise and a passion for regulatory compliance, operational excellence, and patient experience? Do you thrive in complex, multistate healthcare environments where scale, standardization, and transformation are critical to success? If so, we invite you to explore the Director, Operational Excellence opportunity.

The Role

The Director, Operational Excellence is accountable for state and federal regulatory compliance and for setting standards that ensure efficiency and effectiveness of the PreService Department across the enterprise, supporting more than 51 hospitals across seven states. This role assists the organization in the delivery of centralized scheduling within the markets and partners with key stakeholders to execute process improvement plans and strategic initiatives. This position requires advanced knowledge of EPIC.

The Director leads innovation and automation efforts that improve caregiver workflows and enhance the patient experience. They are responsible for budget management, productivity and achievement of revenue‑cycle key performance indicators while ensuring a streamlined operational experience for both business and patient constituents. The role oversees 100+ individuals.

Pre‑service Pre‑Registration and authorization teams ensure correct demographic and insurance information and verify payer requirements prior to service.

What You'll Do

Operational Leadership & Standards

• Set clear expectations for delivering the highest level of customer service through education programs, quality assurance, and continuous improvement.
• Establish and oversee standards for preregistration, including accurate capture of demographics and insurance information, eligibility and benefits verification, and authorization prior to service.
• Ensure efficient communication of patient estimates, preservice collections, and achievement of collection goals.

Denial Prevention & Revenue Integrity

• Minimize denials and controllable write‑offs through participation in denial prevention committees and leadership of process improvement initiatives.
• Ensure consistent compliance with revenue‑cycle policies, procedures, and regulatory requirements.

People Leadership & Engagement

• Develop and maintain a high‑performing team, ensuring staffing levels meet budget and productivity targets.
• Coach caregivers to achieve performance and quality goals.
• Establish career ladders and development opportunities where appropriate.
• Maintain compliance with applicable laws, regulations, and PSJH policies.

Centralized Scheduling & Cross‑Functional Partnership

• Participate in market and enterprise workgroups to improve process, technology, caregiver engagement and patient experience.
• Plan and develop components of Centralized Scheduling, proactively identifying and resolving issues.
• Serve as liaison between Scheduling, PreAccess, Registration, Clinical and Administrative partners.

Financial & Productivity Management

• Oversee departmental budgets, including development, approval and ongoing monitoring for productivity and cost compliance.
• Manage daily productivity, projects and workload balance to ensure departmental goals are met or exceeded.

What You'll Bring

Education

• Bachelor's Degree or equivalent education/experience.
• Master's Degree in Business Administration, Healthcare Administration, Public Administration or related field (preferred).

Experience

• 10+ years in registration, preregistration, insurance verification or price estimate operations.
• 5+ years in a revenue‑cycle leadership role.
• Experience in a regulated healthcare environment with business operations and financial management responsibility.

Leadership & Analytical Expertise

• Proven ability to use data analytics to drive operational, quality and financial performance.
• Demonstrated analytical, problem‑solving and decision‑making skills.
• In‑depth knowledge of revenue‑cycle front‑end processes, including registration and insurance verification.
• Ability to define and implement common business practices across regions during change.

Communication & Professional Capabilities

• Excellent written, verbal and presentation skills.
• Strong interpersonal, collaboration, negotiation and conflict‑management skills.
• Ability to build strong customer and stakeholder relationships.
• Ability to inspire, develop and coach teams; manage performance and engagement.
• High initiative, accuracy, accountability and judgment.
• Ability to manage multiple priorities, maintain confidentiality and operate under pressure.
• Preferred experience building and sustaining strong patient relations and understanding scheduling concepts.

Why Join Us

• Lead pre‑service operations at scale: shape frontend revenue‑cycle performance across a large, multistate enterprise.
• Drive operational consistency: establish standards that improve efficiency, compliance and patient access.
• Influence patient experience: enhance transparency, access and ease of care before arrival.
• Lead through transformation: support enterprise change initiatives and evolution of the PNW revenue‑cycle model.
• Advance a mission that matters: deliver compassionate, efficient and equitable care across Providence St. Joseph Health.

Ready to Shape the Future of Healthcare?

If you are a mission‑driven revenue‑cycle leader ready to elevate preservice performance, strengthen compliance and improve patient and caregiver experience, we encourage you to explore this opportunity.

We offer a comprehensive benefits package including a retirement 401(k) savings plan with employer matching, health‑care benefits, life insurance, disability insurance, paid parental leave, vacations, holidays, and more.

Equal Opportunity Employer

We are proud to be an Equal Opportunity Employer. We are committed to ensuring a workplace free from unlawful discrimination and harassment on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other protected characteristic.