Revenue Cycle Managed Services Director of Training, Process, and Quality

Impact Advisors, LLC is a nationally recognized healthcare management consulting firm delivering Best in KLAS advisory, implementation, and optimization services. We are driven by a commitment to exceed client expectations and are proud to be a trusted partner to many of the nation's leading healthcare organizations. Our mission to drive patient-centered, value-driven outcomes has earned us prestigious industry accolades. To learn more about us, visit www.impact-advisors.com

Director of Training, Process, and Quality

Impact Advisors is seeking an experienced and strategic Director of Training, Process, and Quality who will be responsible for designing, scaling, and continuously improving revenue cycle training and onboarding programs, standardized workflows, and quality management practices across multiple clients and service lines. This leader ensures operational readiness, process hardening, and high‑performance delivery while supporting rapid team growth and evolving client needs.

The role partners closely with Operations, Client Leadership, Technology, and Analytics to drive consistent outcomes, improve cash performance, reduce rework, and elevate client satisfaction across the revenue cycle.

This position plays a critical role in driving operational stability, accelerating ramp-up for new resources, and reinforcing performance expectations across revenue cycle functions.

Key Responsibilities

Training & Workforce Enablement

• Design and oversee end‑to‑end revenue cycle training programs (new hire, ongoing, and advanced) across functions such as AR, authorization, denials, eligibility, coding, billing, and follow‑up
• Standardize onboarding and certification paths to support rapid scaling of onshore, near‑shore, and offshore teams
• Ensure training content remains current with payer rules, regulatory changes, client‑specific nuances, and system updates (e.g., Epic)
• Partner with Operations to reduce ramp time, improve productivity attainment, and support scope expansion

Process Design & Standardization

• Lead the development, documentation, and maintenance of standardized revenue cycle workflows, SOPs, and playbooks
• Harden processes to ensure consistent execution, scalability, and audit defensibility across multiple clients
• Identify process gaps and lead continuous improvement initiatives to reduce variation, rework, and downstream denials
• Collaborate with Technology and Analytics to enable process automation, workflow optimization, and performance visibility

Quality Management & Performance Improvement

• Establish and oversee quality assurance frameworks, scorecards, and audit programs aligned to client KPIs and contractual SLAs
• Analyze quality trends and root causes to drive corrective actions, targeted retraining, and process refinement
• Ensure quality outcomes support improved cash collections, reduced AR aging, and higher first‑pass resolution rates
• Drive a culture of accountability, operational excellence, and continuous improvement

Client & Stakeholder Leadership

• Act as a trusted advisor to internal and external stakeholders on training, process maturity, and quality performance
• Support client onboarding, transitions, and expansions by ensuring operational readiness and performance stability
• Translate client goals into scalable training, process, and quality strategies that drive measurable results
• Partner with executive leadership to report on outcomes, risks, and improvement opportunities

Team Leadership & Scaling

• Build, mentor, and lead high‑performing Training, Process, and Quality teams
• Define clear roles, operating models, and governance structures to support growth
• Develop career paths and succession plans to ensure long‑term team sustainability
• Promote a culture of engagement, collaboration, and continuous learning

Measures of Success

• Faster workforce ramp‑up and improved productivity attainment
• Improved quality scores, reduced rework, and fewer downstream denials
• Consistent process execution across clients and teams
• Improved client performance tied to cash collections, AR aging, and SLA attainment
• High engagement and retention within Training, Process, and Quality teams

Qualifications

Required

• Bachelor’s degree in Healthcare Administration, Business, or related field (Master’s preferred)
• 10+ years of progressive experience in healthcare revenue cycle operations
• 5+ years of leadership experience across training, process improvement, or quality management
• Strong understanding of end to end revenue cycle workflows and performance drivers
• Proven success supporting multiple clients and scaling teams in a complex operating environment
• Experience working with offshore and near‑shore delivery models
• Proven ability in Excel, Viso, and Powerpoint. 
• Excellent communication and facilitation skills with the ability to engage diverse audiences.
• Ability to travel up to 20%

Preferred

• Demonstrated ability to translate client specific operational complexity into standardized, scalable solutions
• Strong analytical and problem‑solving skills with a data‑driven mindset
• Executive‑level communication and stakeholder management skills
• Deep understanding of AR, denials management, payer rules, and regulatory requirements
• Experience with EHR systems (Epic preferred) and revenue cycle reporting tools
• Lean, Six Sigma, or other process improvement certifications (preferred)

For salaried positions, this role may also be eligible for an annual performance bonus. Additional benefits and perks may also be available, depending on the position and employment terms. This range reflects consideration of several factors, including skills, experience, training, certifications, and organizational needs.

Our People and Culture

At Impact Advisors, we cultivate a caring, fun, honest, and autonomous work environment. Our success stems from our associates' dedication and a shared mission to create a “Positive Impact.” We embrace diversity and inclusion, fostering an environment where all employees feel valued and empowered.

Join Impact Advisors and make a real difference in healthcare.