About OrthoFi:

OrthoFi is an innovative, tech-enabled solution that helps Orthodontists start more patients and give them more time to provide great quality care. With the recent acquisition of OrthoBanc, OrthoFi is now the US orthodontic industry leader in practice financial management, working with over 2,000 practices in the US. Collectively with OrthoBanc, OrthoFi has helped over 3.2 million patients access quality, affordable Orthodontic care. Our combination of cutting-edge Patient Acquisition software and robust Revenue Cycle Management solutions helps practices grow by over 13% YOY and manages patient and insurance billing and collections with exceptional collection results that exceed industry standards. The company has about 300 employees, with offices in Denver CO and Chattanooga TN.

In the OrthoFi community, members are valued for who they are, supported no matter where they are, and motivated to excel personally and professionally. People who join our community are self-starters and love a challenge! We’re looking for passion-driven, dynamic individuals that are excited about a fast-paced and fun environment. Our team enjoys the opportunity to impact people’s lives and help to create more smiles every day.

We pride ourselves in our culture as a people-first organization, demonstrated through recent achievements of being ranked in Built in Colorado’s list of Top 100 Digital Companies in Colorado. We were also recognized by the Denver Business Journal as one of Denver’s fastest growing companies and ranked on the Inc 5000 list of fastest growing private companies in the US multiple years in a row!

Our purpose is to radically improve the way patients access and pay for quality elective care. Diversity, equity, and inclusion (DEI) ensures we can fulfill our purpose by creating a better, more equitable and inclusive workplace for our community members and healthcare experience for all.

By focusing on DEI, we are working towards our mission of connecting more patients with quality orthodontic and dental care and helping make treatment accessible to over 1 million patients a year by 2025. Equity is core to our mission to serve patients, and DEI is embedded in our core values, especially “seek diversity,” and “do what’s right.”"

OrthoFi is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

About the Role

The Director of RCM Operations at OrthoFi will lead the charge in fulfilling the company's vision and strategy for delivering world-class Revenue Cycle Management services. Reporting to the Chief Operating Officer, this role is pivotal in optimizing RCM operations through technological advancements and daily service delivery. The Director will also be responsible for fostering a team culture aligned with OrthoFi's goal of becoming the global leader in supporting elective healthcare providers to expand their practices.

Responsibilities

• Sets the strategy for achieving scalable, profitable delivery of RCM services while meeting or exceeding industry KPIs.
• Leads a team of nearly 200 associates across Claims, Remittance, Eligibility, and Enrollment services. Reviews and analyzes team performance and manages the staffing levels, prioritization, quality, and productivity.
• Builds engagement and personal accountability across managers and inspires them to do the same across their teams. Possesses a nurturing and motivating leadership style to achieve desired results from the team members.
• Creates a cohesive team and service culture that will have a positive impact on OrthoFi’s goals and objectives, customer satisfaction, and Net Promoter Score. 
• Develops strong partnerships across the Customer Success, Product Support, Patient Care, Engineering, and Product teams, in order to drive innovation, assess customer satisfaction, and ensure world class service delivery.
• Partners closely with Product and Engineering to innovate and optimize our software to improve accuracy, quality, user experience, as well as driving automation.
• Partners on business process outsourcing strategy and execution and collaborates with the People Team on human capital strategy. 
• Owns all KPIs, reports and dashboards that track service delivery, team performance, and customer results. 
• Drives continuous improvement ideas to improve service delivery of the team, create excitement, and enhance the OrthoFi brand.
• Maintains insurance policies and procedures that are in compliance with legal, contractual, and ethical best practices.

Desired Skills and Experience

• Bachelor’s degree required
• 8+ years of experience in leading RCM operations
• 8+ years of progressive people leadership experience, including 3+ years in a senior management role
• Experience leading in a contact center, or back-office environment, with a focus on achieving client-centric success metrics strongly preferred
• Proven leadership and communication skills, and the ability to influence others (e.g., peers, stakeholders, and cross-functional teams) at all levels of the organization
• Ability to guide teams toward a shared vision, identifying and developing effective solutions and services
• Experience leading change within a large, complex organization is strongly preferred
• Successful track record of implementing employee engagement strategies across a business unit
• Ability to translate overarching business strategy into effective department or program-level strategies
• Strong prioritization and objective setting skills, with the ability to anticipate needs, recommend options, and implement solutions
• Data-driven and capable of leveraging data to inform both business decisions and team members; strong skills Excel; working knowledge of Tableau or PowerBI
• Understands the value of front-line customer care associates and can create an environment where their satisfaction translates into exceptional client experiences
• Experience working with and building effective relationships with external vendors and internal teams to ensure efficient service and continuous improvement

What’s in it for you...

• Full medical, dental, and vision benefits with 100% employer paid options
• 401(k) match
• Supportive culture with one-of-a-kind growth and development opportunities
• Option to work from home or in the office
• Employer HSA contribution 
• Paid Parental Leave
• Company and team outings       
• Peer-to-peer recognition program
• Company sponsored premium subscription to the Calm app
• Vendor discounts

Compensation: $155,000K - $205,000K base plus bonus opportunity

**Please note that the above compensation information is a good faith estimate for Colorado-based hires only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules.**

Work Authorization: You must be authorized to work for any employer in the US.