UK Healthcare Billing & RPM Director

Medserv; Haywards Heath; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Professional Development & Career Grow

25 Days Annual Leave

Company Bonus & Share scheme

Life Assurance

Free breakfast & on-site facilities

Team Socials & Activities

Employee Assistance Programme (EAP)

Private Medical Insurance

Gym Membership

Holiday Plus Scheme

Cycle to Work

Work abroad for two weeks (Workcation)

Job summary

Medserv is seeking a UK Operations Director to lead the UK billing and RPM services with end-to-end accountability for delivery, performance and client experience. You will drive operational excellence, workforce capability and continuous improvement across both functions, while managing client relationships and collaborating with cross-functional teams.

The role requires strategic leadership, strong analytics and a proven track record in high-volume service operations, preferably in healthcare

Qualifications

• Experience leading high-volume service operations, including billing, revenue cycle, patient administration or comparable client facing service.
• Proven experience leading operational teams and managing performance through others.
• Strong understanding of operational performance management, resource planning and service delivery.
• Demonstrated ability to improve processes, increase efficiency and deliver measurable operational improvements.
• Strong analytical skills with experience interpreting operational data and managing KPIs.
• Experience managing complex workflows, competing priorities and operational challenges.
• Excellent communication, stakeholder management and problem-solving skills.
• Ability to work collaboratively across functions and influence operational decisions.

Responsibilities

• Lead day-to-day operations of the UK billing and RPM operations, ensuring consistent, efficient and high-quality service delivery.
• Take accountability for operational performance against agreed service levels, productivity targets and quality standards.
• Ensure billing activities are completed accurately and within agreed timelines.
• Manage operational capacity, resource allocation and workload distribution to meet business and client requirements.
• Identify operational challenges, implement corrective actions and maintain continuity of service.
• Establish clear operational standards, processes and accountability across the Billing and RPM teams.
• Oversee the delivery of Billing and RPM Services, ensuring accurate, timely and realisable service in line with agreed client requirements.
• Oversee the end-to-end billing process, ensuring the timely and accurate submission, processing and reconciliation of claims and invoices.
• Monitor billing performance, outstanding claims, rejections, queries and payment delays, ensuring appropriate follow-up and resolution.
• Identify opportunities to improve billing accuracy, reduce processing errors and minimise revenue leakage.
• Ensure effective management of billing backlogs and outstanding work.
• Maintain appropriate controls and oversight of billing activities to protect client revenue.
• Work collaboratively with internal stakeholders to resolve complex billing issues and improve revenue cycle outcomes.
• Oversee RPM activities, including appointment management, patient enquiries and clinic administration.
• Monitor RPM service coverage, response times and continuity, ensuring service issues are address and escalated appropriately.
• Provide effective leadership and direction to each service, fostering a culture of accountability, collaboration and continuous improvement.
• Lead, coach and develop managers and team members to achieve individual and departmental performance objectives.
• Establish clear performance expectations, measurable KPIs and regular performance review processes.
• Identify skills gaps and implement appropriate training, cross-training and development initiatives.
• Support workforce planning, recruitment, succession planning and talent development.
• Promote employee engagement, effective communication and a positive working environment.
• Develop and maintain operational reporting that provides clear visibility of service performance, productivity, quality and service delivery.
• Monitor key performance indicators, identify trends and implement improvement plans where required.
• Provide regular performance updates, operational insights and recommendations to senior management.
• Use operational data to inform decision-making, resource planning and performance improvements.
• Ensure accountability for achieving agreed departmental objectives and operational targets.
• Identify and deliver opportunities to streamline processes within services, improve productivity and reduce operational inefficiencies.
• Drive standardisation of processes, procedures and working practices across each service.
• Support the implementation of new technologies, automation and system enhancements to improve operational effectiveness.
• Work with Technology, Product and Transformation teams to identify and prioritise operational improvements.
• Establish a culture of continuous improvement, encouraging teams to challenge existing processes and identify better ways of working.
• Support operational change initiatives and ensure successful implementation within the department.
• Working with the client relations team, ensuring each service delivers a reliable, responsive and professional service aligned with client expectations.
• Build effective working relationships with internal departments and relevant external stakeholders.
• Support the resolution of escalated billing queries, service issues and operational concerns.
• Contribute to client service reviews and discussions on operational performance where required.
• Work collaboratively with Commercial, Finance, Technology and other operational teams to support business objectives.
• Use client feedback, service performance and recurring issues to identify and deliver improvements that strengthen the client experience across both services.

Skills

High-volume service ops

Leadership

Operations management

Process improvement

Analytical skills

KPIs

Stakeholder management

Cross-functional collaboration

Job description

Medserv is seeking a UK Operations Director to lead the UK billing and RPM services with end-to-end accountability for delivery, performance and client experience. You will drive operational excellence, workforce capability and continuous improvement across both functions, while managing client relationships and collaborating with cross-functional teams.

The role requires strategic leadership, strong analytics and a proven track record in high-volume service operations, preferably in healthcare