The Vice President of Operations, Physician Services, is charged with providing strategic operations leadership of Company’s comprehensive revenue cycle outsourcing solution for provider groups including hospital-affiliated physicians as well as enterprise and academic system-affiliated physician groups. This services portfolio represents more than $500M in revenue for Company.
Responsible for the operation and profitability of this service line, this leader will own overall management of physician operations and the management of the leadership team and operations staff, a diverse team of over 3000 team members. The GM role will need to closely work and collaborate with senior management and internal stakeholders at multiple levels to manage expectations as needed and keep the service line moving forward, including the SVP/GM of Physician Services, Finance, HR, Strategy, and business unit leaders of supporting technologies utilized in the BPO offering.
The VP Operations, Physician Services, will be a key member of the Physician Senior Leadership team, reporting directly to the GM of Physician Services.
Key success factors include the demonstrated professional experience in solving complex business challenges, leading large teams, driving off-shore BPO services, focusing on customer engagement and the ability to build effective relationships, both internally and with Company clients.
Location: Remote/Telecommuter position. Preferred location(s) for this role will be Dallas, TX, Nashville, TN, or Atlanta, GA.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Provide overall business leadership for the Physician services operations, leading a team of diverse team members
Lead Specialty VPs and business leaders in operational management, execution and delivery. Lead the Operational Change Management of any process improvement efforts driven by departmental or supporting organizational efforts.
Drive the efficiency and quality improvement efforts necessary for TES Physician Revenue Cycle competitive advantage. Develop and drive Change Center/Non-Center, On-Shore/Off-Shore operating model and execution.
Own and drive all operational KPIs and client SLAs. Function as primary internal & external operating executive representing the Physician RCM Services business segment Responsible for overall client NPS results and actionable results, driving overall client retention and reference-ability
Collaborate with other lines of business to drive organizational efficiencies and alignment and to develop the infrastructure for future growth.
Effectively work across the matrix to shepherd the mindset and cultural shift needed to create a more streamlined process while the organization transforms to a more technologically-enabled BPO.
Manage the business key financial results& forecasting. Owner of key financial metrics for the Physician RCM Operations who leads the team in achieving budgeted/ forecasted revenue and adjusted EBITDA and works closely with finance on budgeting/forecasting of these key financial drivers.
Lead team in making key adjustment/mitigations in order to meet financial targets and key headcount on & offshore KPIs.
Support RCM Physician SVP and Sales organization in achieving bookings targets and works closely with finance leadership on bookings forecasts and achievement.
Champion the development of innovative solutions including process automation and the use of data and artificial intelligence to deliver leading services and solutions in the provider BPO market. Provide leadership and management to a service organization that mirrors the Vision and Values of Company. Bottom line: Build an excellent company.
Collaborate with the management team to develop and implement plans for the operational infrastructure of systems, processes, and personnel designed to accommodate the rapid growth objectives of our organization.
Build and manage strategic vendor relationships. Develop and maintain relationships with external contacts. Manage internal and external service providers (IT, operations, legal, compliance, marketing, etc.) to ensure the offerings meet company objectives and these large shared services organizations are accountable to delivering effective, timely solutions.
Recommend and champion strategies and tactics designed to positively impact key drivers, such as price, risk profile, utilization, activation, attrition and revenue, to ensure P&L and market share goals are achieved.
Build for the future and provide strong leadership; oversee talent plans and strategies to attract, motivate and retain a diverse, qualified and engaged team to fulfill current and future business needs.
Provide ongoing coaching and developing of staff and ensure resource planning. Identify continuous improvement opportunities and manage productivity metrics and efficiencies.
Foster a success-oriented, accountable environment within the company. Represent the company with clients, investors, and business partners.
Minimum of 10+ years of strong outsourced Revenue Cycle Management (RCM) services and Business Process Operations (BPO) operational experience
Education / Training:
Bachelor’s Degree strongly preferred or may consider someone with 15+ years of relevant outsourced RCM services operations experience
Master’s Degree in business or related field preferred
Proven experience and expertise in leading a large and complex organization of 2500+ employees through transformation from one of largely independent, stand-alone business units to a more fully integrated and strategically aligned organization.
Minimum of 5 years managing large regional or national teams in revenue cycle or physician management services.
Demonstrated experience working with large physician practice groups and/or specialty groups.
Knowledge of business planning, product management, new product development, marketing strategy, customer analytics, customer acquisition and retention, and branding is highly relevant to the role.
Demonstrated experience in financial planning and analysis with previous experience partnering with human resources, information technology, and legal.
Thorough experience identifying and addressing client needs; developing and sustaining deep client relationships.
Demonstrated experience as a team leader; leading teams to generate a vision, establish direction and motivate members to achieve established goals.
Excellent collaboration, organizational, time management, customer service and problem-solving. skills and the ability to work accurately and meet deadlines with frequent interruptions.
Skilled in organizational development, personnel management, budget and resource development, and strategic planning.
Excellent presentation and verbal and written communication skills, including effective reporting of operations, issues and performance.
Excellent people and influencing skills, with an ability to partner with a dynamic leadership team and navigate enterprise politics and matrixed relationships.
Possess personal qualities of integrity, credibility, and commitment to Company’s Vision and Values
- At least 5 years in a senior management role preferred
- Experience managing a large physician practice group preferred.
- Working knowledge of operations at the intersection of services and software, including healthcare information systems preferred
- Must be able to travel 50%
- Environment – Office environment, at least 50% travel required.
- Physical Requirements – Sitting, standing, walking, and using key board.