Role Description

This position reports directly to the Director of Operations, RCM Intake Management and is responsible for supervising the day-to-day functions of the Revenue Cycle team, including Intake and Resupply operations, to achieve optimal client and patient outcomes. The role ensures compliance with Medicare, Medicaid, private insurance, and company requirements while driving team performance, operational efficiency, customer satisfaction, and financial results. Responsible for leading process improvements and maintaining policies and procedures that support regulatory compliance, quality standards, and business objectives.

• Provide leadership, communication, and motivation while supervising the day-to-day functions of the Intake Management Revenue Cycle team.
• Oversee performance management, employee engagement, and professional development of direct report team members through ongoing coaching, mentoring, and career development planning while ensuring output levels are achieved with minimal errors.
• Develop future leaders through structured training, cross-functional exposure, succession planning, and performance coaching initiatives.
• Ensure adherence to objectives, operating policies and procedures, and strategic action plans by aligning team goals with business priorities.
• Responsible for training and monitoring productivity of Intake Management processes and procedures to ensure tasks are completed within SLA requirements.
• Serve as a change agent by leading operational improvement initiatives and cross-functional projects that drive efficiency, quality, scalability, and customer satisfaction.
• Lead project management activities including planning, stakeholder communication, risk mitigation, implementation, and post-launch performance monitoring.
• Implement and ensure adherence to operating policies and procedures, including government and state regulations.
• Oversee new customer onboarding and implementation into RCM Intake Services through gathering customer information, enforcing RCM best practices, and building and training internal support teams.
• Maintain customer relationships and lead status update and performance review calls with Brightree Intake Management customers.
• Partner with internal teams to support process optimization efforts across Intake, Sales Order Confirmation, Resupply, and Revenue Cycle workflows.
• Provide operational oversight and support for Resupply Processing functions, ensuring compliance with payer requirements, documentation standards, eligibility verification, and recurring order workflows.
• Monitor key performance indicators related to Intake and Resupply operations and implement corrective actions to improve service levels and financial outcomes.
• Manage customer and patient escalations while ensuring timely and effective resolution.
• Prepare and submit reports to customers as requested, discussing progress, trends, operational performance, and recommended solutions.
• Train and monitor global partner performance, including but not limited to:
  • New customer training and process updates
  • Communication of updates to RCM Intake Management leadership
  • Ongoing process improvement and quality assurance initiatives
• Maintain patient confidentiality and operate within HIPAA guidelines.
• Perform other duties and responsibilities as assigned.

Qualifications

• Minimum of 2 years of experience related to healthcare revenue cycle management, preferably within the HME/DME industry.
• Minimum of 2 years of customer service experience.
• Preferred experience supporting or managing Resupply Processing operations, including recurring order management, eligibility verification, documentation requirements, and payer compliance.
• Knowledge of Medicare, Medicaid, and Private Insurance billing, qualification, and documentation guidelines.
• Strong supervisory competencies in leadership, people development, coaching, mentoring, performance management, and employee engagement.
• Demonstrated experience developing high-performing teams and fostering a culture of accountability, collaboration, and continuous improvement.
• Experience managing operational or strategic projects, including process improvement, workflow optimization, change management, and cross-functional initiatives.
• Proven ability to manage multiple projects simultaneously while balancing competing priorities and meeting deadlines.
• Experience developing high-performing teams in billing, collections, intake, resupply, customer service, or related healthcare operations.
• Broad knowledge of federal and state requirements relating to healthcare management.
• Strong ethics and a high level of personal and professional integrity.
• Strong computer proficiency with Microsoft Office applications and database systems.
• Bachelor's degree preferred; equivalent combination of education and experience will be considered.
• Passion for customer service and operational excellence.
• Excellent problem-solving skills with a focus on identifying and implementing sustainable customer-focused solutions.
• Effective communication skills with strong oral, written, presentation, and stakeholder management abilities.
• Exceptional organizational skills with strong attention to detail and the ability to effectively multitask in a fast-paced environment.
• Results-driven self-starter who is highly motivated and capable of troubleshooting challenges while maintaining focus on business objectives.
• Proven track record of achieving and exceeding operational, quality, productivity, and customer satisfaction metrics.
• Experience leading teams within DME/HME Intake, Resupply, Sales Order Confirmation, or Revenue Cycle Management operations.
• Project Management certification (PMP, CAPM, Lean Six Sigma, or equivalent) preferred.
• Experience implementing new technologies, automation solutions, or workflow improvements within healthcare operations.
• Demonstrated success leading organizational change management and employee development initiatives.
• Experience managing remote and/or global teams preferred.

Benefits

• Comprehensive medical, vision, dental, and life insurance.
• AD&D, short-term and long-term disability insurance.
• Sleep care management.
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Commuter benefits.
• 401(k) and Employee Stock Purchase Plan (ESPP).
• Employee Assistance Program (EAP) and tuition assistance.
• Fifteen days Paid Time Off (PTO) in the first year of employment.
• 11 paid holidays plus 3 floating days.
• Eligibility for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.