Associate Director, RCM Self-Pay Operations - Remote

Improve the lives of others while Caring. Connecting. Growing together.

Job Description
- Associate Director, RCM Self-Pay Operations
- Remote (2384961)

Associate Director, RCM Self-Pay Operations
- Remote - 2384961

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives?

Join us to start Caring. Connecting. Growing together.

The Associate Director, Self-Pay Insourcing & Vendor Operations leads a portfolio of in-house self-pay collections operations and outsourced Early Out/Bad Debt vendor operations for the Self-Pay Center of Excellence (CoE). This role owns the buildout and scaling of insourced CoE staffing, end-to-end A/R inventory performance, cash acceleration strategy, and bad debt reduction initiatives while simultaneously holding vendor partners accountable through structured operational governance, SLA monitoring, and recurring business reviews.

The Associate Director represents the Self-Pay CoE in client-facing business reviews on patient cash performance, self pay A/R, bad debt reduction initiatives, and patient experience.

You’ll enjoy the flexibility to work remotely
* from anywhere within the U.S. as you take on some tough challenges.

For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

• In-House Operations & Insourcing
  • Lead day-to-day management of in-house Self-Pay Pre-Bill Intervention and collections teams, scaling operations from initial pilot cohorts to steady-state teams, including staffing, workflow design, and training curriculum development
  • Own contact center performance for insourced teams, including agent occupancy, productivity, and KPI/SLA benchmarks, partnering with Workforce Management (WFM) on capacity planning and staffing transitions
  • Drive cash acceleration strategy for retained self-pay accounts, targeting high-propensity-to-pay accounts for in-house resolution within the first 60 days of the billing cycle, with a goal of monthly accelerated cash capture per in sourcing site
  • Manage end-to-end self-pay A/R inventory performance for the insourced portfolio, including placement logic, aging, recalls, and reconciliation, ensuring accounts progress through defined dunning-cycle intervals (e.g., 30/60/90-day touchpoints) and are accurately reconciled across host systems
  • Track and report cash performance and liquidation-rate metrics (e.g., targeting 1–2 percentage point liquidation improvement) to quantify the financial impact of in sourcing relative to vendor placement, supporting targeted annual cost reduction per insourced site
  • Own escalation management and complaint resolution for insourced accounts, distinguishing true escalations from standard billing issues, conducting root-cause analysis, and driving timely resolution
• Lead monthly and quarterly vendor operations business reviews with assigned Early Out and Bad Debt agencies, presenting placement volume, liquidation rate, aging, and recovery trend data to client and Optum leadership
• Monitor vendor Service Level Agreements (SLAs) and in partnership with Vendor Strategy and Performance CoE, drive corrective action when performance falls below threshold
• Determine and adjust the optimal placement split between in-house resolution and vendor placement using propensity-to-pay segmentation, aging, and performance data, redistributing inventory to whichever…