VP of Operations

Role Description

The Vice President of Operations is responsible for the successful execution of PBS’s operational strategy and enterprise-wide revenue cycle performance. This position provides leadership and oversight to multiple operational departments including Revenue Cycle Management, Provider Enrollment, Customer Service, and Payment Operations. The Vice President of Operations is accountable for ensuring operational excellence, client satisfaction, revenue performance, scalability, profitability, and continuous improvement across all assigned areas.

This role collaborates closely with executive leadership and PBS managerial team members to improve efficiency, strengthen client relationships, optimize staffing and vendor resources, and implement operational initiatives that support growth while maintaining PBS’s commitment to quality and service.

Essential Functions and Primary Responsibilities

• Lead and motivate operational leadership teams to achieve organizational goals while fostering employee engagement, accountability, and professional development.
• Oversee enterprise-wide revenue cycle operations including Accounts Receivable, Coding, Payment Operations, Provider Enrollment, Customer Service, Revenue Cycle, and assigned operational initiatives.
• Ensure operational teams consistently meet or exceed established performance goals for revenue, cash collections, charge capture, inventory management, quality, productivity, and client satisfaction.
• Monitor and evaluate operational performance through Business Intelligence reporting, dashboards, KPIs, and financial metrics, implementing corrective action plans when necessary.
• Partner with executive leadership to develop and execute operational strategies that support company growth, profitability, scalability, and client retention.
• Oversee staffing models, labor allocation, outsourcing strategies, and organizational structure to ensure appropriate operational capacity and profitability.
• Provide leadership and guidance to operational directors and managers regarding performance management, workflow optimization, process improvement, and client concerns.
• Serves as an escalation point to clients, vendors, and key stakeholders for operational issues.
• Lead enterprise-wide operational improvement projects and cross-functional initiatives designed to improve efficiency, scalability, automation, and client outcomes.
• Evaluate and implement operational technologies, automation tools, and process improvements that strengthen performance, reduce costs, and improve competitive position.
• Serves as point person for operational teams on client implementations, working closely with implementation director on operational aspects of new clients and successful client go-lives, including communication with executive team and clients.
• Review financial and operational reports to identify trends, risks, opportunities, and areas requiring executive attention.
• Collaborate with Compliance, Human Resources, Information Technology, and Finance leadership to ensure operational alignment and successful execution of company initiatives.
• Ensure operational departments maintain compliance with all applicable federal and state regulations, payer requirements, client contractual obligations, and PBS policies and procedures.
• Support business development and operational due diligence activities associated with prospective clients.
• Represent PBS as needed during client meetings, executive reviews, conferences, and operational initiatives as assigned.

Performance Measures

• Company profitability targets achieved through operational efficiency and performance improvement initiatives.
• Revenue and cash collection goals achieved across assigned operational areas.
• Operational labor costs are maintained within budgeted targets.
• Successful implementation of operational improvements within established timelines.
• Operational compliance and quality standards are maintained.
• Managerial team leadership and performance development goals achieved for direct reports and their teams.
• Meet requirements of People Management per company policy.

Qualifications

• Bachelor’s degree in business, healthcare management, or related field, or equivalent experience.
• 7+ years of progressive operational leadership experience in healthcare revenue cycle management, including experience leading directors and managers.
• Demonstrated experience developing and executing operational strategies, process improvement, and large-scale organizational initiatives.
• Strong financial, analytical, and Business Intelligence reporting and data analysis skills.

Preferred

• Master’s degree in business or relevant field.
• Experience with Imagine Software or other RCM automation tools.
• Lean Six Sigma or PMP certification.

Supervisory Responsibility

This role has supervisory responsibilities.

Work Environment

This job is in a home office environment using the standard office equipment of a computer and phone. Employees must show proof of home or renters' insurance when working remotely.

Physical Demands

This is a sedentary role, sitting and/or standing at a computer for seven (7) plus hours a day.

Position Type and Expected Hours of Work

Days and typical hours of work are Monday through Friday. The head office, located in Reno NV, is open between 6.30 a.m. to 4:45 p.m. (PST). Some flexibility in hours is allowed; however, all employees must be available during the “core” work hours set by the company. Schedules are set by the employee’s supervisor. Full-time employees must work 40 hours each week. Part-time employees must work at least 20 hours per week and no more than 29 hours per week.

Travel

No travel is expected for this position.

Other Duties

Please note this job description is not designed to cover or have a comprehensive listing of activities, duties or responsibilities needed from the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Failure to meet these performance standards and any other federal laws, state laws, and/or PBS LLC, policies and procedures, may result in disciplinary action up to and including termination.

Signatures

This job description has been approved by all levels of management. The employee electronic signature in Paycom is an employee's understanding of the requirements, essential tasks, and duties of the position.