Director of Enterprise Services

At Revere Health, we believe there is a better path to healing and healthcare maintenance, and we’re working on this mission—one patient at a time. We’re a national leader in a movement called value-base care which aims to improve treatment outcomes and keep costs down. Our internal culture is one that promotes respect and consistently recognizes the impact that individual employees have on the mission of the organization.

Position Summary

The Director of Enterprise Services is a senior operational leader responsible for building, managing, and continuously improving Revere Health’s centralized service infrastructure. This role functions as an internal “service line administrator” whose customers are Revere Health’s physicians, clinicians, and practice teams. The Director will design, implement, and scale centralized services that improve patient access, retain referral volume within the network, and ensure Revere Health’s physical environments support exceptional care delivery.

This is a build-and-run position: the ideal candidate will stand up a new organizational structure while simultaneously operating and improving existing centralized functions. The Director serves as a member of the senior operations team and partners closely with service line administrators, clinic managers, and physician leaders across all specialties.

Scope of Responsibility

1. Centralized Patient Access & Communication Services
   

• Patient Access Center (PAC): Oversee the centralized call center responsible for inbound patient scheduling, registration, insurance verification, and general inquiries across all Revere Health specialties.

• Telephone Triage Center: Manage the clinical triage operation providing nurse-directed telephone triage services, ensuring appropriate clinical disposition and documentation.

• Telephone Outreach: Direct outbound patient contact programs including appointment reminders, recall campaigns, care gap closure, and patient engagement initiatives.

• 24-Hour Virtualist Program: Oversee the after-hours and on-demand virtual care service, ensuring coverage, quality, and integration with daytime clinic operations.

• Answering Service: Manage the after-hours answering service function, including on-call provider routing, message relay, and emergency escalation protocols.

1. Centralized Referral Navigation Center
   

• Referral Intake & Scheduling: Build and operate a centralized referral center that receives, processes, and schedules all referral appointments on behalf of referring offices — both internal-to-internal and external-to-internal referrals.

• Network Retention: Implement active referral management protocols designed to navigate patients to in-network Revere Health providers, reducing network leakage and capturing downstream revenue.

• Authorization & Pre-certification (non IKS): Centralize insurance authorization and pre-certification workflows, leveraging trained staff and batch-processing capabilities to improve approval rates and turnaround times.

• Referral Loop Closure: Establish tracking systems to ensure referred patients complete scheduled appointments and that clinical notes are communicated back to referring providers.

• Analytics & Reporting: Develop dashboards tracking referral volumes, conversion rates, leakage patterns, and network utilization to identify service line and geographic gaps.

III. Facilities & Facilities Management

• Facilities Operations: Oversee maintenance, repair, and operations for all Revere Health-owned and leased clinic locations, ensuring safe, compliant, and professional environments.

• Space Planning & Optimization: Partner with leadership on real estate strategy, space utilization analysis, and build-out planning for new or renovated locations.

• Vendor & Contract Management: Manage facilities-related vendor relationships, service contracts, and capital project coordination.

• Compliance & Safety: Ensure all facilities meet applicable OSHA, ADA, building code, and healthcare-specific regulatory requirements.

Essential Job Functions

Strategic Leadership

• Develop and execute the Enterprise Services strategic plan aligned with Revere Health’s organizational priorities and physician enterprise goals

• Serve as the primary advocate for centralized services at the executive leadership level, building trust with physician leaders and service line administrators

• Identify and implement technology solutions (telephony platforms, referral management systems, facilities management software) that drive efficiency and scalability

• Develop and manage the Enterprise Services operating and capital budgets

Operational Excellence

• Establish and monitor performance metrics (KPIs/SLAs) for each functional area, including call answer rates, abandonment rates, referral conversion rates, appointment fill rates, and facilities response times

• Implement continuous improvement methodologies to standardize workflows, reduce variation, and enhance service quality

• Create a customer-centric service culture where physician and clinic satisfaction is measured, reported, and continuously improved

• Develop staffing models, training programs, and quality assurance processes for all Enterprise Services functions

Collaboration & Communication

• Partner with service line administrators and clinic managers to understand practice needs and tailor centralized services accordingly

• Collaborate with Revenue Cycle, IT, Compliance, and Marketing teams to ensure seamless integration of Enterprise Services with organizational systems and workflows

• Report regularly to senior leadership and the Board on Enterprise Services performance, network retention, and strategic initiatives

• Serve as a change management leader, driving adoption of centralized services across a physician-owned, multi-specialty culture

Qualifications

Required

• Bachelor’s degree in Healthcare Administration, Business Administration, or a related field

• Minimum of 8–10 years of progressive leadership experience in healthcare operations, with direct experience in at least two of the following: patient access/contact center management, referral management, facilities operations, or shared services administration

• Demonstrated experience building or significantly restructuring operational functions within a multi-site healthcare organization

• Strong financial acumen with experience managing multi-departmental operating budgets

• Proven ability to lead through influence in a physician-centric environment

• Excellent communication, presentation, and stakeholder management skills

Preferred

• Master’s degree (MHA, MBA, or equivalent)

• FACMPE, CPXP (Certified Patient Experience Professional), or equivalent professional certification

• Experience in a large, independent physician-owned multispecialty group (as distinct from a hospital-employed model)