At Modernizing Medicine, we look for passionate, innovative, creative Rock Stars!

Modernizing Medicine is hiring a Director, Professional Services, RCM Services. The Director, Professional Services, RCM will be responsible for the design, implementation and management of various Professional Services organizations within the ModMed RCM Team (Boost Implementation, Optimization, Training Services) and personnel per strategic departmental KPI requirements. In alignment with our company culture, the Director will be guided by our core values; be agile, pursue effectiveness and efficiency, earn trust, and champion innovation. This role will work closely with Sales Organization, Client Success and Operations teams to develop processes to meet and exceed our client’s expectations. 

The Role:

• Leads Professional Services teams who oversee the implementation and execution of tasks associated with Boost Services including Implementation, Optimization, and Training Services.
• Takes ownership of team successes by directing, mentoring, and coaching.
• Manifests an understanding of project management practices and principles (constraints, risks/issues management, best practices, etc.)
• Creates scalable processes to support an effective and efficient deployment of RCM Boost services.
• Serves as an escalation point for issues beyond team authority; resolves conflicts involving project priorities, resources, and/or contractual issues with the client.
• Demonstrates the ability to quickly understand a business situation; make prompt decisions to facilitate expedition of resolutions and navigate to successful outcomes.
• Builds positive working relationships/partnerships and a trusted advisor within the organization, consulting practice managers, clients, and is recognized by the client as the delivery executive responsible for the ensuring overall delivery experience.
• Support pre-sale conversations related to implementation processes and work with teams to provide feedback related to  ICP
• Collaborate with senior leadership on ways to improve client experiences through transition points (sales, imp, optimization, CS)
• Owning operational metrics, such as time-to-value, customer satisfaction and on-time completion of projects
• Ensures adherence to quality standards and documented processes in day-to-day activities.
• Interfaces with client project stakeholders, including C-level management and directors, to elicit business and functional requirements.
• Proactively addresses performance concerns with the applicable manager; provides performance evaluation input for project resources.
• Has a thorough understanding of the key performance indicators and metrics for the business and manages them to successful levels on a consistent basis.
• Proactively manages the financial details of the business including, but not limited to forecasting revenue, concessions/credits, and backlog management.
• Works collaboratively with the leadership team to develop and/or improve the practice as a whole, including strategies, policies, and processes; supports and promotes the use of leading-edge delivery methodologies and best practices.

Manage Implementation, Optimization, and Training teams to successfully achieve the following:

• Provide a high-level of value and customer service to both our client practices by ensuring seamless transition onto ModMed RCM Boost services
• Establishing and deploying standard playbooks for implementation and optimization
• Create an optimization team to ensure post implementation success metrics are being monitored and, if not hitting ideal goals, work is being done to optimize configuration, workflows, and practices to hit post live success expectations.
• Coordinate internal resources to facilitate optimal service delivery as needed
• Collaborate in scoping prospective engagements and developing proposals
• Proactively provide feedback on opportunities to better target clients who fit ICP.  
• Establish an effective internal and client facing training program for RCM services
• Implement capacity planning models that predict resource needs across teams as sales pipelines fluctuate
• Analyze data to support feedback loops (i.e. optimization opportunities, strategies to reduce time to implement, reporting on go-live pushes with associated reasoning, pre-gl cancellations)
• Maintains knowledge on current healthcare industry and specialty related changes
• Perform additional projects and job duties as assigned

Skills & Requirements:

• 10+ years of related experience and/or training or equivalent combination of education and experience
• Demonstrated progressive experience managing, leading and/or delivering professional services in a technology or RCM company
• Demonstrated leadership abilities to effectively lead a cross-functional client-driven organization.
• Proven experience building and leading a team of 15+ people in a fast-paced, growing company
• Strong analytical and problem-solving skills required
• Exceptional written, verbal and interpersonal communication skills required
• Excellent client-facing and presentation skills
• Proficient Project Management Skills
• Knowledge of medical billing/coding, front-office, physician practice management and healthcare business processes
• Advanced Excel skills such as the ability to use formulas to analyze data, create tables and pivot tables, formatting and conditional formatting
• Ability to manage and integrate information located in multiple software systems
• Strong understanding of various insurance carriers, including Medicare, private HMOs, and PPOs
• Professional demeanor required
• Excellent ability to manage time

Modernizing Medicine Benefit Highlights:

• Health Insurance, 401(k), Vacation, Employee Assistance Program, Flexible Spending Accounts
• Employee Resource Groups
• Professional development opportunities including tuition reimbursement programs and unlimited access to LinkedIn Learning
• Weekly catered breakfast and lunch, treadmill workstations, quarterly onsite massages, onsite dry cleaning, onsite car wash and many more!

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