Sr. Director, Revenue Operations

The Senior Director of Revenue Operations and Client Performance serves as a senior leader responsible for the overall revenue cycle performance and value recognition for Machinify’s CPS business.  This role oversees revenue conversion and integrity, billing / invoicing, contract management, pricing and performance (SOW) - ensuring operational excellence, best practices, financial accuracy, and compliance across all CPS revenue-generating functions and business segments. 

The Senior Director partners closely with Finance, Legal, Growth/Sales, Client Success, and Operations teams to optimize revenue capture, minimize revenue leakage, and uphold the highest standards of billing integrity and compliance across all health plan / payer client engagements. Additionally, this role is responsible for managing and tracking all contractual obligations (SLAs) and to ensure a best-in-class client experience as it relates to value realization for our clients. 

KEY RESPONSIBILITIES

Revenue Cycle Management 

• Design, implement, and continuously improve end-to-end revenue cycle processes from service delivery through final payment collection.
• Lead monthly cadence of revenue performance working sessions with Finance and Operations leaders to ensure alignment and tracking with budget/forecast and determine if any adjustments to projections 
• Participate and serve as key stakeholder for revenue forecasting process (3+9, 6+6, 9+3) and annual budget builds. 
• Monitor key performance indicators (KPIs) including days in accounts receivable (AR), denial rates, clean claim rates, and cash collections.
• Lead cross-functional teams to resolve systemic billing, coding, and collections issues that impact revenue performance.
• Oversee the tracking and management of claim inventory across all clients and solutions to ensure accurate alignment between services delivered and value realized 
• Establish controls and processes to reconcile inventory records with billing and revenue data, minimizing discrepancies and revenue leakage.
• Optimize revenue cycle speed and performance – reducing time to value from identified savings to revenue realization 
• Partner with operations and business segment leaders to maintain visibility into inventory levels, utilization rates, and cost implications.
• Monitor inventory-related variances and work with business partners to implement corrective action plans to address gaps between inventory and financial records.

Revenue Conversion

• Drive strategies to convert authorized or earned revenue into cash receipts at maximum efficiency.
• Identify and eliminate bottlenecks in the order-to-cash cycle that delay revenue realization.
• Partner with operations to align service delivery timelines with billing milestones.
• Track and report on conversion rates by payer, service line, and geography; implement action plans to close performance gaps.

Revenue Integrity

• Establish and govern a robust revenue integrity program to ensure accuracy, completeness, and compliance of all billings 
• Conduct regular audits of coding, documentation, and processes to identify risk exposure and opportunities for revenue recovery.
• Partner with compliance and legal teams to ensure adherence to federal and state regulations, including CMS guidelines, HIPAA, and applicable fraud and abuse laws.
• Implement proactive monitoring tools and controls to prevent underpayments, overbilling, and revenue leakage.

Invoicing

• Oversee the timely and accurate generation, delivery, and reconciliation of customer and payer invoices.
• Ensure invoicing systems and workflows are aligned with contractual terms, regulatory requirements, and internal controls.
• Manage dispute resolution processes for invoice discrepancies, driving prompt and equitable resolution.
• Evaluate and implement technology solutions to streamline invoicing workflows and reduce manual processing errors.
• Create a best-in-class client experience as it relates to the revenue conversion and invoicing process. 

Contract Management and Performance 

• Serve as central lead and point of contact for all CPS business segments, as it pertains to contracting (new clients, existing client expansion, renewals, etc.) – with focus on Statement of Work (SOW)
• Maintain a centralized contract repository and ensure key terms, rates, and obligations are accurately reflected in billing and operational systems.
• Analyze contract performance against financial projections; flag variances and recommend renegotiation strategies – in partnership with Growth and Client Success 
• Oversee the management and monitoring of Service Level Agreements (SLAs) embedded within client and vendor contracts, ensuring all parties meet defined performance standards and obligations.
• Establish a systematic process for tracking SLA compliance, documenting performance metrics, and escalating breaches in a timely and structured manner.
• Partner with Client Success and Operations to conduct regular SLA performance reviews, driving corrective action where commitments are at risk or have not been met.
• Ensure contractual compliance across the full contract lifecycle, including adherence to reporting requirements, renewal timelines, and regulatory or audit obligations.

Price Modeling and Analysis

• Partner closely with Growth/Sales and Client Success to have finger on pulse of all sales and expansion activity for the CPS business 
• Serve as proxy for President relative to pricing and deal sign-off for contracts
• Lead the development and maintenance of a competitive, market-informed pricing strategy across all service lines and product offerings.
• Conduct ongoing analysis of pricing trends, payer fee schedules, competitive benchmarks, and cost structures to inform pricing decisions.
• Model the financial impact of proposed pricing changes on net revenue, margin, and market positioning.
• Partner with Finance and executive leadership to support annual rate setting, contract negotiations, and go-to-market pricing strategies.

Client Performance

• Serve as a primary point of contact for clients on matters related to billing, invoicing, contract performance, and revenue integrity, in close partnership with Client Success 
• Build and maintain trusted relationships with client stakeholders, proactively communicating on billing outcomes, payment status, and dispute resolution.
• Partner with Client Success and Operational leadership to address client concerns related to pricing, contract terms, and revenue processes in a timely and professional manner.
• Lead or participate in client-facing meetings, business reviews, and presentations to deliver insights on revenue performance and demonstrate the value of services delivered. 
• Collaborate with internal teams to develop client-specific reporting and transparency tools that support billing accuracy and strengthen trust.
• Identify opportunities to improve the client experience within revenue-related touchpoints, driving satisfaction and long-term retention.
• Monitor and report on client value creation, ensuring that payment integrity findings and recoveries are clearly quantified, communicated, and recognized by client stakeholders.
• Track and manage value recognition across client engagements, confirming that identified savings and recoveries are acknowledged, validated, and reflected accurately in client reporting.
• Oversee SLA compliance at the client level, monitoring performance against contractually defined service standards and escalating risks or breaches proactively.
• Manage and report on client savings performance, delivering regular updates on achieved savings targets, recovery trends, and financial impact relative to contractual commitments.
• Define, track, and communicate client-facing KPIs including recovery rates, audit yield, turnaround times, denial rates, and net savings delivered, ensuring transparency and accountability across all client relationships.

Leadership & People Management

• Recruit, develop, and retain a high-performing team of revenue operations professionals across all functional areas.
• Utilize AI-driven tech capabilities to optimize the delivery of all processes, reporting and analysis. 
• Set clear performance expectations, provide ongoing coaching, and conduct regular performance reviews.
• Champion a culture of accountability, continuous improvement, and data-driven decision-making.
• Present revenue performance insights, risks, and strategic recommendations to executive leadership and the Board as needed.

QUALIFICATIONS

Required

• Bachelor’s degree in Finance, Accounting, Business Administration, Health Administration, or a related field.
• 10+ years of progressive experience in revenue cycle management, with at least 5 years in a senior leadership role.
• Demonstrated expertise across multiple functional areas: RCM, revenue integrity, contract management, and pricing.
• Deep knowledge of payment integrity and health plan operations 
• Proven track record of driving measurable improvements in AR days, denial rates, and net revenue realization.
• Strong financial acumen with the ability to translate complex data into strategic recommendations.
• Experience managing cross-functional teams of 20+ professionals.

Preferred

• Master’s degree (MBA, MHA, or equivalent).
• Relevant certifications such as CHFP (Certified Healthcare Financial Professional), CRCR (Certified Revenue Cycle Representative), or CPC (Certified Professional Coder).
• Background in SaaS, healthcare technology, or multi-site service organizations.
• Familiarity with health plan contracting and payment integrity KPIs / metrics