Director, Client Operations

OperationsOperationsFull TimeRemoteLeadTeam 201-500

Location

United States

Posted

50 days ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Director, Client Operations

The SSI Group, LLC.

The SSI Group, LLC, headquartered in Mobile, Alabama, is a national leader in Healthcare Technology. Director, Client Operations Job Code DCO.183.002 FLSA Status Exempt Job Family Client Relations Cost Center 183 Purpose of Position The Client Operations Director owns all operational functions that support client success, with a focus on operational intelligence, governance, and disciplined execution aligned to the A4 framework. This role ensures consistency across processes, data, and decision‑making while driving efficiency, compliance, and continuous improvement through analytics, automation, and cross‑functional coordination. This leader serves as the operational backbone of the client organization—translating strategy into execution, ensuring accountability through KPIs, and enabling scalable, high‑quality client operations. Duties and Responsibilities Essential Functions - Operational Leadership & Governance - Own and oversee all operational functions supporting client success, ensuring alignment to A4 principles. - Establish, maintain, and enforce operational policies, procedures, and governance standards. - Ensure consistent execution of processes across teams and client segments. - Business Analytics & Performance Management - Lead business analytics, reporting, and KPI governance across client operations. - Define, monitor, and evolve operational performance metrics to drive transparency and accountability. - Provide actionable insights to executive leadership to support data‑driven decision‑making. - SSR & Work Intake Management - Oversee SSR (Service Support Request) intake, prioritization, and execution. - Ensure SSR processes are standardized, well‑governed, and aligned to client and organizational priorities. - Partner with functional leaders to balance demand, capacity, and service quality. - Compliance & Risk Management - Ensure compliance with all applicable regulatory, contractual, and internal requirements. - Partner closely with Compliance, Legal, and Information Security teams to mitigate operational risk. - Support audits and client inquiries related to operational performance and controls. - Operational Excellence, Automation & AI - Drive operational efficiency through process improvement, automation, and AI‑enabled solutions. - Identify opportunities to reduce manual effort, increase scalability, and improve turnaround times. - Partner with Product, Engineering, and AI teams to operationalize new capabilities. - Cross‑Functional Coordination - Coordinate operational support across Product, Client Relations, Professional Services, IT, Data, and other internal teams. - Serve as a central point of alignment for operational execution impacting client delivery. - Ensure smooth handoffs, clear ownership, and consistent communication across functions. Marginal Functions - Other duties as assigned. Skills, Knowledge, and Abilities - Deep Revenue Cycle Expertise – Extensive knowledge of end‑to‑end healthcare revenue cycle operations, including payer interactions, reimbursement workflows, and regulatory considerations. - KPI and EDI Proficiency – Strong understanding of key performance indicators and EDI transactions, with the ability to interpret metrics, assess trends, and ensure data accuracy across workflows. - Healthcare Financial and Technical Acumen – Solid grasp of healthcare financial concepts combined with technical awareness of systems, data structures, and transaction flows that support revenue cycle performance. - Proven experience with process improvement, automation, and operational scaling. - Strong background in governance, compliance, and operational risk management. - Demonstrated leadership experience managing cross‑functional teams and complex workflows. - Ability to translate strategy into disciplined execution while operating in a fast‑paced, evolving environment. - Must be able to interact cordially and productively with co-workers in a team environment. - Ability to work under pressure and to prioritize. - Must be able to proficiently read and write in English. - Must possess effective communications skills with ability to handle difficult situations. - Must be able to make independent judgment decisions with minimal supervision. - Must be able to see clearly with or without corrective lenses and hear clearly with or without aids. - Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly. Information Security and Data Protection The SSI Security-First Mindset Information security and data protection is a shared responsibility – codified in our commitment to the SSI Security-First Mindset. The SSI Security-First Mindset is comprised of five pillars and universally applicable to all employees, regardless of position description, assigned duties and responsibilities. The Five Pillars of the SSI Security-First Mindset: - Pillar 1: Governance: Develop, implement, and enforce secure operational processes, procedures, and routines. - Pillar 2: Accountability: Take an active role in protecting company assets and system & data resources. - Pillar 3: Awareness: Recognize, report, and take action to resolve security risks. - Pillar 4: Preparedness: Develop, implement, test, and improve backup plans for operational processes, procedures, and routines. - Pillar 5: Collaboration: Communicate, share, and promote your Security-First Mindset at every opportunity. Experience and Education Requirements Education Min/Preferred Education Level Description Minimum 4 Year / Bachelor’s Degree Bachelor’s degree in Business Administration, Healthcare Administration, or related field required. Preferred Graduate Degree MBA preferred. Years of Experience Minimum Years of Experience Comments 10+ years 10+ years of experience in healthcare operations, revenue cycle, or healthcare technology environments. Strong knowledge of data analytics, reporting, and KPI frameworks. Demonstrated leadership experience managing cross‑functional teams and complex workflows. Certifications Min/Preferred Certification Description A combination of experience and advanced education may be substituted. Background checks and drug test required. Acknowledgement I have read and understand this job description and agree that I am able to fulfill the essential functions as stated above. I further understand that it is my responsibility to request an accommodation, if necessary, to fulfill the essential functions of this position. Employee's Signature Date __________________________________ ______________________ Supervisor Signature Date __________________________________ ______________________ SSI offers competitive salaries and an excellent benefits package including medical, dental, life/AD&D, LTD, vision, 401(k) matching, paid vacation and tuition reimbursement.

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