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.