Director-Revenue Cycle Management

About Smile Brands:

At Smile Brands, we value our team as our most important asset. We are dedicated to creating a supportive and inclusive environment where every team member has the opportunity to thrive. Our commitment to fostering a culture of collaboration, continuous growth, and active community involvement ensures that we not only meet our goals but exceed them together.

Become a part of a team that is passionate about making a difference in the lives of patients and in the communities we serve. At Smile Brands, your work matters, and your contributions are recognized and celebrated.

About RCM:

Revenue Cycle Management (RCM) is responsible for optimizing the financial performance of the organization by managing the end-to-end revenue cyclefrom payment posting, insurance collections, credentialing, fee schedule management, contracting, and insurance accounts receivable resolution. Our primary purpose is to ensure accurate reimbursement, maximize cash flow, reduce revenue leakage, maintain payer compliance, and provide the operational insights needed to support sustainable growth across the organization. RCM is a highly collaborative function that works closely with Operations, Finance, IT, Clinical Leadership, Human Resources, and external payer partners.

The team combines deep expertise in dental revenue cycle operations, analytics, process improvement, and customer service to ensure our practices receive timely and accurate reimbursement while delivering exceptional patient experience.

Job Responsibilities:

RCM Operations Leadership:

• Lead GCC-based revenue cycle operations supporting eligibility verification, insurance plan management, claims submission, claims adjudication support, accounts receivable follow-up, denial management, insurance collections, and payment posting within Ascend PMS.
• Ensure consistent execution of standardized workflows and best practices across all supported revenue cycle functions.
• Drive clean-claim and eligibility-first operating disciplines to improve reimbursement outcomes and reduce rework.
• Partner with U.S. RCM leaders to establish scalable operating procedures and performance standards across the organization.
• Ensure accurate configuration and utilization of payer plans, workflows, and system functionality to minimize denials, processing errors, and compliance risks.

GCC Build-Out and Capability Development:

• Launch and scale the GCC RCM function, including assisting with organizational structure, workforce planning, role design, process documentation, and operating governance.
• Recruit, onboard, and develop high-performing teams capable of supporting enterprise revenue cycle objectives.
• Assist with establishing service delivery models, escalation frameworks, and operational controls that enable sustainable growth and scalability.
• Create a strong operational foundation while helping mature evolving systems, workflows, and supporting technologies.

Strategic Partnership with U.S. RCM Leadership:

• Serve as a strategic extension of the U.S.-based Vice President, RCM, ensuring GCC priorities directly support enterprise revenue cycle goals and key business outcomes.
• Collaborate closely with U.S. RCM leaders across eligibility, claims management, claims denial management, payment posting, and accounts receivable functions to drive operational alignment.
• Identify operational challenges and emerging trends, translating observations into actionable insights and recommendations for senior leadership.
• Support continuous optimization of workflows, staffing models, and performance standards across the RCM organization.

Team Leadership and Operational Execution:

• Lead, coach, and develop a high-performing team focused on productivity, quality, customer service, and continuous improvement.
• Establish clear accountability for performance outcomes and operational effectiveness that align with the Companys RCM operating objectives.
• Implement workforce management practices that support the Companys RCM operating objectives while maximizing RCM team efficiency and responsiveness.
• Drive a culture of ownership, collaboration, execution excellence, and continuous learning.

Quality, Compliance, and Operational Excellence:

• Develop and maintain comprehensive quality assurance programs across all revenue cycle workflows.
• Monitor performance against established quality and accuracy targets, implementing corrective actions when necessary.
• Ensure adherence to payer requirements, regulatory standards, documentation guidelines, and HIPAA compliance requirements.
• Proactively identify and address root causes of denials, eligibility errors, payment posting inaccuracies, and other sources of operational inefficiency.

Performance Management and Analytics:

• Assist with developing and refining reporting frameworks and dashboards that provide visibility into operational performance and business outcomes.
• Monitor and manage key performance indicators (KPIs), including:
  • Accounts receivable aging
  • Denial rates
  • Clean claim rates
  • First-pass resolution rates
  • Collections performance
  • Productivity and quality metrics
• Lead RCM performance reviews with GCC and U.S. stakeholders to assess RCM performance, identify risks, and prioritize improvement opportunities.
• Utilize data and analytics to drive decision-making and operational accountability.

Technology, Automation, and Continuous Improvement:

• Champion the effective utilization of Ascend PMS and supporting revenue cycle technologies.
• Partner with technology and automation teams to identify opportunities that reduce manual effort and improve workflow efficiency.
• Drive initiatives that automate RCM processes, improve first pass claim acceptance, reduce claim touchpoints, accelerate cash collections, and improve overall revenue cycle performance.
• Serve as a proactive voice to U.S. RCM and technology leadership by identifying Ascend PMS limitations, workflow gaps, process deficiencies, and enhancement opportunities.
• Translate frontline operational realities and insights into structured system improvement recommendations that support Ascend PMS platform maturity and long-term process optimization.
• Lead teams through change effectively while maintaining operational stability, performance, and employee engagement.

Talent Development and Organizational Capability:

• Develop comprehensive onboarding and training programs for all GCC RCM functions and processes.
• Build RCM team expertise in insurance plans and payer processes, insurance verification, claims lifecycle management, claims denial management, accounts receivable management, insurance collections, and payment posting.
• Establish career development pathways that improve employee engagement, retention, and internal mobility.
• Foster a culture centered on accountability, innovation, collaboration, and continuous improvement.

Qualifications Required:

• 1215 years of progressive experience in Healthcare Revenue Cycle Management (RCM).
• 5+ years of leadership experience managing India/global teams, including building and scaling RCM functions.
• Deep understanding of insurance plans and payer processes, insurance verification, claims lifecycle management, claims denial management, accounts receivable management, insurance collections, and payment posting.
• Demonstrated experience building teams or functions from the ground up; candidates from high-growth, multi-site healthcare operations or startup environments with relevant RCM expertise are encouraged to apply.
• Experience leading global or India-based teams in a multi-location environment.
• Strong analytical, operational, and problem-solving capabilities.
• Strong verbal and written communication skills.
• Strong Excel skills and capable of efficiently working with and manipulating large data sets.
• Strong experience building and scaling a healthcare GCC/shared services organization supporting US operations.
• Demonstrated ownership of key RCM performance metrics, including collections, denials, days in A/R, clean claim rate, and revenue leakage reduction.
• Experience leading work transitions from US-based teams to offshore operations while maintaining quality, productivity, and service levels.
• Strong data analytics, automation, and AI-enabled process improvement experience, with the ability to leverage technology to drive efficiency and scalability.

Preferred:

• Dental Revenue Cycle Management (RCM) preferred experience.
• Prior experience with Dentrix Ascend or comparable cloud-based practice management systems.
• Experience supporting multi-site healthcare organizations.
• Experience driving automation, process improvement, and digital transformation initiatives within revenue cycle operations.