This position provides leadership to the Greenway Revenue Cycle Services (GRS) operations organization and is responsible for ensuring that the services provided by GRS meet or exceed the industry’s best practices. This position is responsible for all aspects of revenue cycle activities, ensuring efficient, compliant, and high-quality service delivery. This position will oversee end-to-end GRS operations, including handling existing customers and related escalations, creating service offering improvements, and collaborating with the Product and Go-to-Market teams to drive incremental revenue through new and expansion sales opportunities and retention. The ideal candidate will have extensive experience managing large-scale, technology-enabled RCM operations across diverse provider types, including ambulatory healthcare practices, rural health centers, and management service organizations, with a proven track record of driving measurable improvements in reimbursement, customer satisfaction, and operational efficiency.

Essential Duties & Responsibilities

• Leads the development and execution of strategic initiatives to advance GRS operational excellence and growth.
• Monitors industry trends and proactively adapts GRS strategies to maintain competitive advantage.
• Leads Operations groups in GRS to ensure that we provide high-level and profitable services to GRS customers; these groups consist of implementations, transactional claims management, and customer-facing revenue cycle managers
• Ensure the operations team is monitoring and analyzing all customers’ A/R in order to identify opportunities to standardize, automate, and provide strategic solutions to increase customer revenue
• Represents GRS operational capabilities in sales process, contract renegotiations, dispute resolution, and customer invoicing
• Develops relationships with customers and serves as an escalation point in collaboration with the customer success organization
• Manages BPO services staffing, productivity, and quality, as well as maintaining key relationships with the vendors
• Key contributor and stakeholder contributing to a results-driven, successful, and skilled GRS organization
• Oversee efficient and effective GRS new hire and recurrent staff training as it relates to industry topics, platform specifics, and revenue cycle best practice workflows
• Builds and maintains relationships with product and development organization, and collaborates with Product Management to drive GRS product roadmaps with a focus on industry best practices, standardized processes, automation, and increased efficiency
• Prepares and analyzes metrics and effectively communicates data-driven findings and recommendations to executive leadership, customers, and cross-functional teams
• Champions the adoption and integration of artificial intelligence and machine learning technologies to optimize GRS workflows and enhance service delivery
• Manages performance of operations teams to ensure optimal organizational structure as well as staff development plans
• Partner with Compliance and Legal teams to maintain a robust internal control framework and mitigate audit or fraud risk.
• Ensures continual feedback from Operations teams on improvement opportunities through innovation
• Supports other activities in GRS and outside of GRS that impact the overall success of the department
• Keeps current on industry and regulatory trends impacting the GRS service and ensures that Operations teams are current
• Manages with a focus on customer experience and service, and regulatory compliance, while balancing margin
• Partners with Sales, Product, Legal, and other key internal stakeholders on complex contractual agreements, disputes, or large prospecting activities
• Helps manage GRS budget and key operational metrics
• Keep up to date on job and industry knowledge by participating in professional organizations and maintaining personal networks

AI Leadership & Innovation

• Lead the development and execution of a comprehensive AI strategy for Revenue Cycle Services, identifying opportunities for automation, predictive analytics, and data-driven decision-making across all RCM functions.
• Oversee the implementation and optimization of AI-powered RCM solutions, including autonomous coding, claims automation, predictive analytics, and denial management.
• Demonstrate hands-on experience with AI technologies in healthcare operations, with a track record of delivering measurable improvements in reimbursement, operational efficiency, and customer satisfaction.
• Build and mentor high-performing teams in AI adoption, fostering a culture of continuous learning, innovation, and responsible use of AI.
• Establish and maintain robust data governance and compliance frameworks for AI initiatives, ensuring privacy, security, and ethical standards are met.
• Define, monitor, and report on KPIs and metrics related to AI adoption and impact, communicating results and recommendations to executive leadership and the board.
• Serve as an internal and external thought leader on AI in healthcare revenue cycle management, engaging with industry forums, vendors, and professional networks to bring best practices into the organization.