Director, ARO Operations

About the Role

Impact you will make

The Director, ARO Operations is an instrumental leader within the AR Optimizer team that will drive operational excellence and continued growth for the business line. As the Director, you will lead the operations in addition to supporting business development, implementation, and customer engagement. In this capacity, you will oversee our ongoing customer relationships, measure and maximize the value we deliver to customers, and support increased scale for the ARO business unit. The Director, ARO Operations will collaborate with other colleagues from Support, Implementation, Product Management, Marketing, Analytics, Development, and other teams as appropriate to serve the needs of ARO customers.

What you will do

• Performance planning and development: setting clear goals, identifying areas for improvement, and creating plans to enhance employee skills and performance, ultimately aligning individual goals with organizational objectives
• Lead, manage, motivate ARO Operations team
• Serve as product SME and escalation point for major client issues and directly engage customers as needed to support owned function
• Support business development and sales enablement efforts including crafting proposal offerings, advising on SOW/contracts, executing on go-to-market campaigns, securing and maintaining references, with support from extended team
• Own operationalization and commercialization of ARO solutions; partner with Product and other teams on building needed documentation, programs, and workflows
• Drive process optimization and revenue growth within ARO
• Advise and consult customers, prospects, internal teams on solution and best practices during pre-sales, implementation, and steady state support
• Partner with implementation to onboard new clients and own steady state customer success post-implementation
• Work with customers and internal teams to build customer success plans, establishing critical goals to aid the customer in achieving their objectives

• Define and improve solution KPIs, other quality and success metrics; Improve NPS, KLAS ratings, client retention, client usage, and adoption through systematized feedback loops and increased emphasis on product stickiness

What you will bring

• 10 + years' experience as a successful operational leader; to include leading managers in performance planning and development
• 6+ years' experience in Healthcare RCM environment (healthcare technology, healthcare services, EHR/EMR, healthcare information systems, provider operations, Knowledge Source, or healthcare technology utilization)
• A growth minded perspective and vision; ability to think strategically and proactively to provide innovative solutions
• Proven ability to lead others via influence, as well as through direct reporting relationships
• Ability to draft, implement, and review policies as needed within ARO Organization
• Ability to work and communicate with C-suite level stakeholders (internal and external) to effectively impact decision making, adoption and utilization of solution, and execution against key initiatives
• Strong decision-making skills in the absence of perfect data; deals well with ambiguity and drives innovative approaches to problem solving
• Ability to operate with little to no supervision in a complex and dynamic environment
• Proven experience managing multiple competing priorities, ability to delegate to others
• Exceptional communication, listening, and collaboration skills
• Travel required: Up to 25%

What we would like to see

• Bachelor's Degree or equivalent experience
• Previous experience operationalizing and growing revenue recovery solutions
• Knowledge of provider and payer operations, challenges, technologies and key business issues
• Understanding of the importance of team development; advancing training, skills, etc. that allow for scaled operational capability

Why Join Us?

• Work with an innovative team using advanced ARO technology to improve medical billing efficiency
• Career growth opportunities in healthcare finance and revenue cycle management
• Competitive salary, benefits, and a supportive team culture
• Apply now to make a real impact with FinThrive!