Director - Back Office RCM Operations

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

We are seeking a strategic and results-oriented Director - RCM Operations to lead large-scale, multi-account healthcare revenue cycle operations with full ownership of business outcomes, client value creation, and financial performance.

This role is responsible for driving end-to-end RCM transformation, ensuring sustained improvement in cash collections, AR performance, and net revenue realization, while also owning P&L, client relationships, and growth initiatives.

The ideal candidate will combine deep RCM expertise with solid business acumen, and the ability to leverage digital, automation, and AI-led solutions to deliver enterprise-level impact.

Primary Responsibilities:

• Business Ownership and P&L Management
  • Own P&L for RCM operations, including revenue, cost, margin, and profitability targets
  • Drive financial performance through:
    • Revenue optimization
    • Cost-to-collect reduction
    • Productivity and utilization improvements
  • Identify and execute opportunities for margin expansion and business growth
• Enterprise Outcome Ownership (RCM Metrics)
  • Own and drive performance across key RCM metrics:
    • Cash collections / net revenue realization
    • AR days and aging profile
    • Denial rates and recovery
    • GCR / MNCR performance
    • Write-offs and revenue leakage
  • Ensure alignment of all operational levers to enterprise-level financial outcomes
• Strategic Client Partnership and Growth
  • Act as a strategic advisor to clients, engaging at executive levels
  • Lead business reviews (QBRs/EBRs) with focus on value creation and transformation
  • Identify and drive growth opportunities:
    • Expansion of services
    • New scope additions
    • Transformation-led deals
  • Ensure high client satisfaction, retention, and long-term partnerships
• Cross-Functional RCM Leadership:  
  • Drive alignment across front-end, mid-cycle, and back-end operations to improve end-to-end outcomes
  • Establish solid closed-loop feedback mechanisms across the RCM value chain
  • Influence upstream processes (eligibility, coding, billing) to reduce downstream inefficiencies
• Transformation, Digital and AI Strategy: 
  • Define and lead the RCM transformation roadmap across accounts
  • Drive adoption of: 
    • Automation (RPA, workflow tools)
    • AI/ML solutions (denial prediction, AR prioritization, coding validation)
    • Advanced analytics for decision-making
  • Partner with technology and innovation teams to deliver scalable, future-ready solutions    
• Operational Excellence at Scale :
  • Oversee large, multi-site, multi-account operations (1000+ FTEs)
  • Ensure consistent delivery of:
    • Productivity
    • Quality
    • SLA adherence
  • Standardize best practices and create globally scalable operating models
• Cost Optimization and Efficiency Leadership
  • Drive enterprise-wide initiatives to reduce cost-to-collect
  • Optimize delivery models through:
    • Automation
    • Workforce strategy
    • Process re-engineering
  • Build a culture of continuous efficiency improvement and cost consciousness
• Leadership and Talent Development
  • Lead a team of Associate Directors and senior leaders
  • Build solid leadership bench strength and succession pipeline
  • Foster a culture of:
    • Accountability for outcomes
    • Innovation and continuous improvement
    • High engagement and performance
• Governance, Risk and Compliance
  • Establish solid governance frameworks across accounts
  • Ensure adherence to regulatory requirements (HIPAA), client policies, and internal controls
  • Proactively manage risks impacting operations, revenue, and client relationships
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Education: Graduate (MBA preferred)
• Experience: 15+ years in US Healthcare RCM or BPO operations
• Extensive experience managing large-scale, multi-account operations (1000+ FTEs)
• Proven solid track record in P&L ownership and client relationship management

Core Competencies

• RCM Expertise and Strategic Thinking
• Business and Financial Acumen
• Transformation and Innovation
• Client and Stakeholder Leadership
• Operational Leadership
• People Leadership

Preferred Qualifications:

• Lean Six Sigma certification
• Experience in large-scale transformation programs
• Exposure to digital health, analytics, and AI-led RCM solutions

Success Metrics (What Good Looks Like)

• Sustained improvement in cash collections, AR days, GCR/MNCR, and write-offs
• Proven solid P&L performance and margin expansion
• Successful delivery of transformation and automation initiatives
• High client satisfaction and business growth
• Reduced cost-to-collect at scale
• Proven solid leadership pipeline and team engagement

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.