Patient Services Operational Strategist/Remote

* 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.

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.