Patient Services Operational Strategist/Remote

Mercy Co; United States; À distance; USD 140 000 - 190 000; Plein temps

Avantages offerts par ce poste

Medical coverage

Dental coverage

Vision coverage

Tuition support

Retirement plans

Résumé du poste

Mercy seeks a Patient Services Operational Strategist to drive measurable improvements in quality, performance, and scalability of patient financial interactions across caregiver-delivered and AI-enabled channels.

The role leads design, delivery, and optimization of knowledge-assistance capabilities, translating data into scalable solutions and building repeatable frameworks that sustain improvement across Patient Services.

Qualifications

• Bachelor's degree in business, healthcare admin, finance, analytics, or related field.
• 5+ years in contact center or healthcare operations, analytics, or revenue cycle.
• Coordinate cross-functional work with IT, compliance, privacy, security, and vendors.
• Develop standards, dashboards, playbooks, and scalable process improvements.
• Translate strategy into measurable outcomes and execution routines.

Responsabilités

• Lead design, delivery, and optimization of knowledge-assistance capabilities for caregivers and AI.
• Translate operational data and caregiver feedback into scalable solutions.
• Build repeatable frameworks, playbooks, and performance insights to sustain improvement.
• Influence cross-functional teams and stakeholders without direct authority.

Connaissances

Operational strategy

Analytics

Cross-functional collaboration

Knowledge management

Process improvement

Stakeholder management

Formation

Bachelor's degree in Business/Healthcare/Finance/Data Analytics/IS

Master's degree (preferred)

Outils

SQL

Power BI

Epic Revenue Cycle

Description du poste

Find your calling at Mercy! The Patient Services Operational Strategist drives measurable improvement in the quality, performance, and scalability of patient financial interactions across caregiver-delivered and AI-enabled channels. Working with a high degree of autonomy, the strategist establishes, governs, and continuously evolves Quality and Analytics capabilities that define standards, measure outcomes, identify emerging risks and opportunities, and prioritize strategic improvements. The role translates operational data, caregiver feedback, and emerging technologies into scalable solutions, including leading the design, delivery, and ongoing optimization of knowledge-assistance capabilities that support caregivers and AI. Serves as a senior individual contributor who leads through influence, strengthens cross-functional relationships, and builds repeatable frameworks, playbooks, and performance insights that sustain measurable improvement across Patient Services.

Position Details

• Education: Bachelor's degree in Business, Healthcare Administration, Finance, Data Analytics, Information Systems, or a related field, or an equivalent combination of education and progressively responsible experience Experience:
• Five or more years of experience in contact center operations, healthcare operations, operational strategy, Revenue Cycle, solution delivery, quality, knowledge management, automation, analytics, or a related field.
• Demonstrated ability to coordinate cross-functional work involving operational teams, technology partners, analytics, compliance, privacy, security, legal, patient experience, or vendor partners.
• Experience developing or applying standards, operating routines, quality frameworks, knowledge resources, training materials, dashboards, playbooks, or structured process improvements that support scalable operations.
• Ability to translate operational strategy into practical requirements, measurable outcomes, risk controls, caregiver-readiness plans, and sustainable execution routines.
• Strong consultative, analytical, written, verbal, facilitation, and presentation skills, with the ability to influence without direct authority.

Preferred Qualifications Preferred Education

• Master's degree in Business, Healthcare Administration, Finance, Analytics, Information Systems, Organizational Leadership, or a related field.

Preferred Experience

• Seven or more years of progressive experience in Revenue Cycle, healthcare contact center operations, AI-enabled operations, automation, analytics, quality, governance, solution delivery, or enterprise transformation.
• Experience supporting patient-facing or caregiver-facing AI, virtual agent, IVR, RPA, Copilot, knowledge assistant, or digital self-service solutions, including testing, release readiness, monitoring, escalation, and continuous optimization.
• Experience with enterprise knowledge assets, RAG-ready content, AI knowledge bases, controlled source hierarchies, quality scorecards, defect taxonomies, or interaction-review programs.
• Familiarity with responsible AI practices, lifecycle governance, risk tiering, human-in-the-loop controls, interaction monitoring, auditability, incident escalation, and vendor accountability for automated or AI-supported workflows.
• Working knowledge of Epic Revenue Cycle workflows, patient financial engagement, financial assistance, self-pay collections, contact center routing, MyChart messaging, or related patient account-resolution processes.
• Experience with data-informed operations, including SQL, Power BI, operational dashboards, root-cause analysis, performance reporting, journey analytics, KPI/ROI measurement, or decision-support models such as a Patient Financial Intelligence Platform.

Why Mercy

From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period. Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.

Transforming the Health of Our Communities

Our Mercy health system was founded by the Sisters of Mercy in 1986. But our heritage goes back more than 195 years. It began with an Irish woman named Catherine McAuley, who was determined to help women and children in Dublin experiencing poverty. Though Catherine had a modest upbringing, she received an unexpected inheritance that allowed her to fulfill that dream. In 1827, she opened the first House of Mercy in Dublin, intending to teach skills to women and educate children. Many volunteers came to help. A few years later, Catherine founded the Sisters of Mercy, one of the first religious orders whose Sisters were free to walk among the poor and visit them in their homes. In 1843, the Sisters of Mercy came to the United States. In 1856, they traveled to St. Louis. In the years to come, they would establish hospitals throughout the Midwest. Many of these would join together in 1986 as Mercy.