Head of Operator Engagement

Thank you for considering a career at Ensemble! Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference! O.N.E Purpose: Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results. The Opportunity This is an on-site position located in Austin, TX. The Head of Operator Engagement is the bridge between Orchestration Works and Ensemble Operations - the owner of the validation engine that makes the 120-day commitment credible. Ensemble's structural advantage is that its testing population is internal: revenue cycle operators, CDI specialists, coders, physician advisors, nurses, and the leaders who manage them all work for Ensemble. This role turns that advantage into operating discipline, ensuring every initiative is anchored by a committed Operations leader of record and validated by real front-line teammates on real work. The role leads the permanent operational member team - eight Manager-to-AVP domain experts spanning front end, back end, underpayments and contracts, clinical, and coding - and owns validation logistics across the portfolio. It also owns the post-handoff phase: coordinating pod members as they rotate home as Adoption Champions, and tracking utilization, training, and realized ROI so that what OW proves actually lands in operations. What You'll Own Operations relationships: Secure and sustain Operations leader of record commitments for every initiative, including committed front-line teammates for validation cycles - an initiative without committed Operations participation does not enter the portfolio. The permanent operational member team: Lead the eight Manager-AVP revenue cycle domain experts embedded in OW, developing them as the connective tissue between innovation work and operational reality. Validation logistics: Orchestrate real-user validation across shadow mode, parallel mode, and controlled production mode - capturing quantitative outcomes against baseline (time savings, error reduction, automation rate, exception volume) and qualitative signals (operator confusion, workarounds, trust, edge cases). Pod operations staffing: Ensure every pod includes Operations SMEs and an Operations Data Analyst as full members - non-optional - coordinating secondments with home organizations. Adoption and outcomes: Coordinate pod members rotating back to their home organizations as Adoption Champions with six- to twelve-month commitments; own utilization, training, and realized ROI tracking, reported through Control Tower. Feedback loops: Drive continuous feedback between front-line operations and pod teams so solutions are refined against operational reality, not assumption. The operational voice at the gates: Represent operational readiness and adoption risk in gate reviews across the portfolio. What You Bring Required 10+ years of experience in healthcare operations or healthcare revenue cycle management, with deep understanding of end-to-end workflows. Proven experience integrating technology into live healthcare operations, including workflow redesign and change management. Experience embedding operational SMEs into agile or pod-based delivery models. Familiarity with AI-driven innovation in healthcare - automation, machine learning, analytics, or decision-support systems. Strong understanding of healthcare compliance, regulatory considerations, and data governance. Strong leadership, communication, and stakeholder-influencing skills, including with senior operations executives. Preferred Experience leading or supporting healthcare technology pilots or innovation programs. Direct exposure to AI-enabled revenue cycle tools or automation platforms. Experience running adoption, training, or change programs at scale. MBA, MHA, or advanced degree in healthcare, business, or a related field. How We Work at Orchestration Works 120 days, three gates: Every initiative moves from intake to deployment-ready in 120 days or less, through three decision gates. Killing a concept at the gate is a legitimate, expected outcome - that is the model working, not breaking. Multi-hat, startup-like team: Roles here are broader than their titles. Leaders operate hands-on, pods rotate in and out on initiative cycles, and everyone contributes beyond their lane. Validated on real work: Front-line Ensemble teammates use what we build on real workflow before anything is locked. Solutions are designed around validated work, not assumption. Built on Core: Same codebase, same CI/CD, same Ensemble engineering bar. OW proves it; Core scales it. Co-located in Austin: The dedicated team and active pod members work together in person at the OW office. Co-located in Austin Candidates must currently reside in the Austin area or be willing to relocate; relocation assistance may be available for eligible candidates. Ensemble Health Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all of our associates. Join an award-winning company Five-time winner of "Best in KLAS" 2020-2022, 2024-2025 Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024 Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024 Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023 Energage Top Workplaces USA 2022-2024 Fortune Media Best Workplaces in Healthcare 2024 Monster Top Workplace for Remote Work 2024 Great Place to Work certified 2023-2024 Innovation Work-Life Flexibility Leadership Purpose + Values Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include: Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs. Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement. Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company. Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble also prohibits harassment of applicants or employees based on any of these protected categories. Due to business, operational, payroll, and regulatory requirements, this position is limited to individuals who reside and are authorized to work within the United States. Applications generated from outside the United States will not be considered. Individuals may reapply when located within the United States. Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact View email address on click.appcast.io. This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the roles' range. #J-18808-Ljbffr Ensemble