Manager, Revenue Cycle Vendor Performance & Offshore Operations

Role Description

Establish daily and weekly production goals across offshore teams.

• Monitor work queues and aging inventories.
• Balance workloads across vendors.
• Conduct workforce planning and staffing.
• Identify and remove operational bottlenecks.
• For AR-focused offshore teams, focus on financial outcomes rather than activity metrics alone.
• Drive cash collections and reductions in aging inventory.
• Implement quality assurance processes and hold vendors accountable to performance standards.
• Reduce denial rates, rework touches, and coding/billing errors.
• Improve clean claim rates.
• Build and maintain KPI scorecards for each offshore partner.
• Conduct regular business reviews.
• Escalate performance issues.
• Drive corrective action plans.
• Eliminate variation in how vendors perform work through standard workflows and reporting.
• Ensure the organization realizes expected value from offshore investments.
• Serve as the primary liaison between internal teams and offshore partners.

Qualifications

• Bachelor’s degree in related field; or combination of education and experience that demonstrates the attainment of the requisite knowledge, skills and abilities required.
• 2-3 years in revenue cycle management, with direct experience managing offshore/outsourced RCM vendors (AR follow-up, billing, coding, or denials) required.
• Demonstrated track record improving SLA attainment, cash collections, and AR aging required.
• Experience building QA programs, KPI scorecards, and corrective action plans required.
• Proficiency with RCM platforms, work-queue management, and reporting/BI tools required.
• Experience standing up or scaling an offshore operating model preferred.
• Background in physician/hospital RCM or specialty-relevant environment preferred.
• Lean/Six Sigma or process-improvement credentials preferred.
• Workforce planning and staffing across distributed/offshore teams.
• Performance management and accountability.
• Ability to drive results through vendor partners including higher output per FTE, reduced backlogs, and faster account resolution.
• Vendor and offshore team oversight.
• Ability to manage SLA governance with consistent SLA achievement, greater transparency, better performance management.
• Skilled in escalation management.
• KPI accountability and data-driven decision-making; strong command of RCM KPIs.
• Day-to-day operational leadership.
• Excellent verbal and written communication skills.
• Ability to maintain confidentiality of patient, employee, and organizational information.
• Computer skills, specifically Microsoft Excel, Microsoft Word, PowerPoint and MS Teams.
• Deep knowledge of end-to-end revenue cycle workflows (claims, denials, AR, collections) and the metrics that measure them: cost-to-collect, cash collections, days in AR, quality, and productivity per dollar.
• Ability to manage BPO/offshore partners through SLAs, KPIs, and escalation frameworks, holding partners accountable while sustaining a productive relationship.
• Skills in forecasting volume and balancing staffing across internal and offshore teams to enable easier scaling.
• Ability to design consistent, documented workflows and SOPs that reduce variation, shorten training time, and support repeatable scaling.
• Skills in turning operational data into standard, repeatable dashboards that expose performance gaps and drive decisions, including cost-to-collect and productivity modeling.
• Ability to apply root-cause analysis to resolve issues faster, reduce escalation volume, and convert recurring problems into permanent fixes.
• Skills in bridging internal revenue cycle teams and offshore partners, delivering clear executive updates to the Senior Director, and building stakeholder trust and satisfaction.
• Working knowledge of HIPAA and PHI handling requirements governing offshore access to protected data.
• Ability to coordinate distributed teams while balancing productivity, quality, and cost objectives under competing priorities.

Benefits

• Superior health plan options.
• Dental, Vision, HSA/FSA, Life and AD&D coverage, and more.
• Top Tier 401(k) retirement savings plans that offers a $1.20 match for every dollar up to 6% plus discretionary profit-sharing contributions (eligible January following 18 months of service).
• Generous paid time off starting 3-4 weeks’ annually.
• Student Loan Refinancing Discounts.
• Professional and Career Development Program.
• EAP and travel assistance included.
• Wellness program.
• Purpose-driven culture focused on improving the lives of our patients, communities, and employees.