Overview

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world’s leading financial centers – New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.

Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion. Visit bakertilly.com or join the conversation on LinkedIn, Facebook and Instagram.

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Job Description:

Role Summary

The Healthcare Operations Engagement Director is the onshore leader responsible for client relationship management and governance of offshore delivery across healthcare managed services engagements. This role owns a $5–10+M book of business with direct accountability for retention, renewals, upsell expansion, service performance, and margin protection.

The Engagement Director ensures contractual commitments translate into operational execution while serving as the executive bridge between client stakeholders and global delivery teams.

Primary Responsibilities

1. Client & Commercial Leadership

• Serve as primary executive contact for client operations and finance leadership.
• Lead governance forums (QBRs, SLA reviews, steering committees).
• Own renewal strategy, retention planning, and account expansion.
• Identify and convert upsell and cross-sell opportunities.
• Manage scope, change orders, and commercial risk.

2. Delivery Oversight & Governance

• Govern offshore performance against SLAs, KPIs, quality, and productivity targets.
• Monitor workforce utilization, service stability, and backlog management.
• Drive issue resolution, root cause analysis, and corrective action planning.
• Ensure compliance with healthcare regulatory and contractual requirements.

3. Financial & Operational Stewardship

• Own engagement margin performance and revenue tracking.
• Align staffing models with volume forecasts and contractual assumptions.
• Protect profitability through disciplined scope management and efficiency initiatives.
• Drive automation, process optimization, and scalable delivery models.

Qualifications

• 8+ years of experience in healthcare operations, managed services, BPO, or revenue cycle/health plan administration.
• Experience managing a $5–10M managed services portfolio with accountability for retention and renewals.
• Proven leadership of multi-year healthcare operations engagements.
• Deep understanding of payer and/or provider administrative functions (claims, enrollment, utilization management, revenue cycle, care management admin, F&A).
• Experience leading onshore and offshore or global delivery models.
• Strong executive presence with financial and commercial acumen.
• Knowledge of healthcare regulatory frameworks (HIPAA, CMS, state Medicaid, etc.).

Success Measures

• High renewal and retention rates
• Measurable upsell and account expansion
• Consistent SLA/KPI achievement
• Stable or improving engagement margins
• Strong executive client relationships
• Operationally disciplined, scalable delivery

The pay rate range for this job position is $63,000 to $220,830. Actual compensation is influenced by a variety of relevant factors including but not limited to applicant’s skills, prior experience, qualifications, degrees, professional certifications, work arrangements and geographic location. Baker Tilly offers a comprehensive compensation and benefits package to eligible employees.