Find your calling at Mercy!
The Project Manager – Revenue Cycle Contact Center Initiatives provides strategic and tactical support to optimize Revenue Cycle operations and drive the development and ongoing maintenance of an exceptional customer service contact center. This role is responsible for leading workflow optimization, AI and technology initiatives, and cross-functional collaboration to enhance service quality, operational efficiency, and patient experience.
Position Details:
Key Responsibilities
- Lead the design, deployment, and optimization of workflows, automation, and technology solutions (CRM, telephony, AI) to support Revenue Cycle and customer service (billing) contact center objectives.
- Coordinate with technical support groups to resolve issues and drive continuous improvement in operational processes.
- Develop, track, and report on key performance indicators (KPIs) for the contact center, supporting achievement of service level, customer satisfaction, and operational goals.
- Facilitate cross-functional meetings, discovery sessions, collaborative design sessions, and project retrospectives.
- Create and distribute reports, dashboards, playbooks, tip sheets, newsletters, and other communications to support projects and go-lives.
- Apply strong critical thinking and problem-solving skills to address unfamiliar, undefined, and unstable situations, using analytical tools to determine root causes and resolve a broad range of operational challenges.
- Exercise decision-making authority in project leadership, committee facilitation, and process improvement initiatives.
Qualifications
- Proven experience in Revenue Cycle operations, contact center management, or related healthcare consulting roles.
- Demonstrated success in workflow optimization, technology deployment, and cross-functional collaboration.
- Strong analytical, communication, and facilitation skills.
- Experience with EPIC, CRM, telephony, automation, and AI technologies preferred.
- Ability to interact effectively with internal stakeholders and external vendors.
Qualifications:
- Education: Master's degree, specialized training, or equivalent work experience.
Certification:
- Recognized Project Management certification.
- Recognized Agile related certifications (e.g. Scrum, Scaled Agile, Product Ownership, and/or Project Management).
Experience:
- Fifteen years of project management experience.
- 5 years relevant health care experience in hospital, clinical or patient care environments.
- Relevant experience in health care technology and implementation.
- Demonstrated mastery of strategy and implementation of enterprise standards in project management principles, both Agile and Waterfall.
- Demonstrated mastery of delivering large strategic initiatives.
- Demonstrated mastery of project management skills including cost management, risk/issue management, scope management, solution development for the initiative approach, schedule management and relevant business and PPM tools.
- Additionally, demonstrated mastery of coaching and mentoring, communication management, conflict resolution and critical thinking.
- Proven ability to lead and facilitate work independently and operate as a self-starter using appropriate resources and discernment.
Preferred -> Agile experience in health care environments.
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.
