Associate Director

Position Summary

The Director / Associate Director for Patient Support Services will lead and manage large-scale patient access and front-end revenue cycle operations supporting U.S. hospital systems, hospitals, physician groups, and other provider organizations. The role is responsible for operational delivery, compliance, service quality, client satisfaction, and the development of a high-performing Manila-based team. This leader will work closely with senior stakeholders to ensure that service delivery consistently meets performance, quality, and turnaround expectations.

Key Responsibilities

Service Delivery and Operational Leadership

·       Lead end-to-end patient access operations including scheduling, registration, insurance verification, prior authorizations, eligibility checks, financial clearance, and patient communication.

·       Establish and maintain operating standards aligned with client requirements and organizational expectations.

·       Manage multi-shift operations and ensure optimal staffing, productivity, and workflow efficiency.

·       Ensure compliance with HIPAA, and other applicable standards.

·       Drive initiatives to improve accuracy, reduce administrative denials, and enhance patient experience for client organizations.

Client Management

·       Serve as the primary operational contact for U.S. healthcare provider clients.

·       Lead governance discussions, performance reviews, and audit engagements.

·       Provide insights, analytics, and recommendations that support client goals and strengthen long-term relationships.

·       Ensure consistent delivery against SLAs, KPIs, and quality measures.

People Management and Leadership Development

·       Build and develop a strong leadership bench including managers, team leads, QA resources, and trainers.

·       Implement structured learning, coaching, and performance management programs.

·       Foster a culture focused on accountability, service excellence, compliance, and continuous improvement.

·       Promote employee engagement and strengthen retention through targeted interventions.

Technology and Process Excellence

·       Drive digitization and automation efforts to enable operational efficiency and improved accuracy.

·       Ensure adherence to data security, PHI handling protocols, and IT governance standards.

·       Partner with internal technology and transformation teams to implement enhancements and workflow improvements.

Financial and Administrative Accountability

·       Manage operational budgets, cost and productivity targets, and overall financial performance of Medical Billing team at Manila center.

·       Support pricing, forecasting, and resource planning for new and existing client programs.

·       Partner with sales and solutioning teams on RFP responses, transitions, and capability presentations.

Qualifications

Education

·       Bachelor's degree required.

Experience

· to 18 years of experience in patient access, front-end revenue cycle operations, or healthcare BPO services supporting U.S. hospitals and provider groups.

·       Proven experience managing large teams (150–300+ FTEs) within the Philippines delivery landscape.

·       Strong domain expertise in scheduling, registration, eligibility and benefits, prior authorizations, and financial clearance.

·       Experience working directly with revenue cycle leadership in U.S. hospitals or physician groups.

·       Solid understanding of payer rules, medical necessity, referral and authorization workflows, and provider reimbursement.

Technical Skills

·       Experience with EMR platforms such as Epic, Cerner, Meditech, or similar provider systems.

·       Knowledge of eligibility and benefits platforms, payer portals, and clearinghouse tools.

·       Strong analytical capability and proficiency with operational reporting and metrics

Behavioral Competencies

·       Strong communication skills and executive presence.

·       Ability to build, influence, and lead large, diverse teams.

·       High level of ownership, accountability, and decision-making capability.

·       Patient-centered approach with a focus on accuracy, service quality, and operational discipline.

·       Ability to thrive in a fast-paced, growing, and constantly evolving environment.