Escalation Operations Manager - Remote Eligible

Ovation Healthcare Opportunity

At Ovation Healthcare (formerly QHR Health), we've been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

We're looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.

Ovation Healthcare's corporate headquarters is located in Brentwood, TN.

Key Responsibilities:

• Lead the triage, investigation, and resolution of high-priority or escalated issues impacting billing, reimbursement, or cash flow.
• Serve as the central escalation point for internal teams, clients, and payer partners for complex revenue cycle concerns.
• Coordinate with functional leaders to ensure timely resolution of escalations while maintaining transparency and communication with stakeholders.
• Track, document, and analyze escalation trends to identify root causes and recurring issues.

Operational Excellence & Process Improvement

• Collaborate with revenue cycle leadership to implement corrective actions and process improvements that reduce future escalations.
• Develop escalation protocols, standard operating procedures (SOPs), and communication frameworks for efficient issue handling.
• Monitor key performance indicators (KPIs) related to escalation response time, resolution rates, and client satisfaction.
• Partner with analytics and quality teams to assess performance metrics and report on operational trends.

Stakeholder & Client Relations

• Travel required on a minimum quarterly basis – or as needed by client.
• Communicate effectively with leadership, clients, and external partners regarding escalation progress and outcomes.
• Ensure escalations are handled with urgency, professionalism, and a focus on maintaining strong client and payer relationships.
• Support revenue cycle leadership in high-stakes client meetings or audits related to escalated issues.

Qualifications:

• 5+ years of progressive experience in revenue cycle operations (billing, A/R management, payer relations, or denials management).
• 2–3+ years in a leadership or escalation management role within a healthcare or RCM organization.
• Strong understanding of healthcare reimbursement methodologies, payer requirements, and revenue cycle workflows (front-end to back-end).
• Proven experience resolving high-impact operational or client escalations.

Skills & Competencies:

• Strong problem-solving and decision-making skills.
• Excellent communication
• Ability to manage competing priorities in a fast-paced environment.
• Proficiency with RCM platforms (Allscripts preferred but not required) and data analytics tools (Excel, Power BI).
• Commitment to process excellence and client satisfaction.

Performance Metrics:

• Escalation resolution turnaround time
• Reduction in recurring escalations
• A/R performance and denial recovery outcomes
• Compliance with escalation SOPs and SLAs

Working Conditions and Physical Requirements:

• 100% Remote with Quarterly Travel
• Expected to work from a designated home office or other quiet and secure location, free from distractions.
• Access to a suitable workspace that includes reliable internet access.
• Ability to sit for long periods while working at a desk or computer.
• Regular use of a keyboard, mouse, and other computer peripherals.
• Occasional video conferencing, which may involve sitting or standing for meetings.

Travel Requirements:

• Quarterly/as needed by Client