Group Lead, Operations Account Management

Accountabilities: Oversee daily operational performance across assigned client accounts, including A/R days, cash performance, denial trends, accuracy measures, action plans, and operational KPIs. Serve as the senior operational point of contact for client stakeholders, ensuring proactive communication, timely issue resolution, and alignment with internal delivery teams. Translate client priorities, issues, and requests into clear operational strategies, action plans, and execution priorities. Review dashboards and performance data to identify emerging risks, systemic issues, performance trends, and opportunities for improvement. Lead corrective action plans addressing operational deficiencies, revenue leakage, service disruption, cash variances, unbilled accounts, denials, and system-related issues. Drive operational efficiency and reimbursement optimization through workflow alignment, standardization, issue triage, and cross-functional collaboration. Ensure consistent operational processes, performance standards, and execution approaches across assigned accounts and teams. Prepare accurate, consolidated, executive-ready reporting and communicate performance insights, risks, recovery plans, and status updates to leadership and client stakeholders. Build and maintain trusted relationships with client operational stakeholders while serving as a bridge between tactical execution and strategic account priorities. Partner with operations, finance, payer relations, technology, and strategic client management teams to resolve complex issues and protect the client experience. Ensure operational activities align with contractual requirements, billing standards, service-level commitments, and applicable regulations. Maintain knowledge of hospital billing systems, government payer programs, third-party reimbursement policies, and relevant federal and state requirements. Oversee customer invoicing accuracy and support monthly invoicing activities, including validation of supporting documentation and resolution of discrepancies. Maintain strict confidentiality of patient and client information and ensure compliance with HIPAA, ERISA, equal employment opportunity requirements, and other applicable regulations. Recruit, select, onboard, develop, and retain operational team members in line with organizational requirements and budget. Establish clear performance expectations, provide ongoing feedback, conduct performance reviews, and address performance issues when necessary. Mentor, coach, and guide direct reports and operational staff to strengthen capabilities, productivity, accountability, and performance. Maintain accurate employee records, current role descriptions, and compliance with applicable employment policies and laws. Support organizational development, training programs, and continuous learning initiatives. Monitor key measures including client retention, escalation reduction, cash performance, A/R days, denial trends, and consistency of operational execution. Requirements Bachelor’s degree or an equivalent combination of education and relevant professional experience. At least 7 years of progressive experience in hospital revenue cycle operations , including demonstrated leadership responsibility across billing and collections. At least 5 years of management experience leading operational teams. Advanced knowledge of insurance regulations, reimbursement practices, coding interfaces, and automated billing workflows. Demonstrated ability to resolve complex operational issues, conduct root-cause analysis, and coordinate corrective actions across multiple teams. Strong executive-level communication skills, with the ability to present operational performance, risks, recommendations, and recovery plans clearly. Excellent analytical, organizational, prioritization, and problem-solving capabilities. Ability to manage multiple accounts, competing priorities, deadlines, and operational demands in a dynamic environment. Advanced proficiency with Microsoft Office, particularly Excel, Outlook, and Word, and the ability to interpret multi-source operational reporting. Preferred bachelor’s or master’s degree in healthcare administration, business, finance, or a related discipline. Preferred 5+ years of Medicare hospital billing experience and demonstrated knowledge of government payer programs. Experience with multiple hospital billing platforms and/or EHR or revenue cycle management systems, such as Epic, Cerner, or comparable platforms. Advanced revenue cycle analytics experience, including KPI governance, trend analysis, performance monitoring, and executive reporting. Experience in senior operational leadership, client escalations, service recovery, and cross-functional governance. Experience overseeing invoicing processes, contract compliance validation, and operational performance frameworks. Strong leadership skills with the ability to recruit, develop, coach, motivate, and hold employees accountable. Ability to establish trusted client relationships and communicate effectively with both technical and non-technical stakeholders. Strong understanding of confidentiality, healthcare compliance, and regulatory requirements. Ability to work effectively in a remote environment with extensive computer-based work and prolonged periods of sitting. Benefits Full-time remote position within the United States . Leadership opportunity with responsibility for a portfolio of healthcare clients and multiple operational teams. Opportunity to influence revenue cycle performance, client outcomes, operational consistency, and service quality. Exposure to complex hospital billing, collections, denials, reimbursement, and revenue cycle operations. Cross-functional collaboration with operations, finance, payer relations, technology, and client management teams. Opportunities to mentor and develop operational professionals while contributing to broader organizational initiatives. Professional growth through involvement in operational improvement, analytics, process optimization, and client governance. Collaborative remote work environment focused on supporting healthcare providers and improving the financial and operational sides of care delivery. Office-based working environment with standard computer and desk equipment; occasional walking and standing may be required. No regular travel requirement is specified for the position.