Director, New Business Implementations – Release of Information (ROI)

Position Summary

The Director of New Business Implementations – Release of Information (ROI) is responsible for leading the successful onboarding, implementation, and go-live of new ROI clients across healthcare systems. This role provides strategic and operational leadership to ensure implementations are delivered on time, within scope, and in compliance with all regulatory, contractual, and quality standards. The Director serves as the primary bridge between Sales, Operations, IT, Compliance, and Client stakeholders to ensure a seamless transition from contract execution to steady-state operations.

Key Responsibilities

Implementation Leadership

Own end-to-end implementation of new ROI business, from contract handoff through go-live and post-implementation stabilization.

Develop and execute standardized implementation frameworks, timelines, and deliverables.

Establish clear go-live criteria, transition plans, and handoff processes to operations.

Proactively identify risks, dependencies, and gaps; drive mitigation strategies.

Client & Stakeholder Management

Serve as the executive implementation lead and escalation point for new ROI clients.

Build trusted relationships with client leadership, HIM, Legal, Compliance, IT, and Revenue Cycle stakeholders.

Facilitate implementation governance, status reporting, and executive updates.

Ensure client expectations are clearly defined, documented, and met.

Cross-Functional Coordination

Partner closely with Sales, Client Success, Operations, IT, Training, Compliance, and Workforce Management.

Ensure staffing models, hiring plans, and training schedules align with implementation timelines.

Coordinate system access, portal setup, workflow configuration, and technology readiness.

Oversee data migration, fax/portal conversions, and legacy vendor transitions as applicable.

Compliance & Quality

Ensure all implementations meet federal, state, and client-specific ROI regulations (HIPAA, state privacy laws, medical records retention, etc.).

Partner with Compliance and Legal to validate workflows, authorizations, and release standards.

Ensure audit readiness and quality controls are embedded prior to go-live.

Operational Readiness & Transition

Confirm staffing, training, SOPs, and tools are fully in place prior to go-live.

Lead go-live execution, hypercare, and stabilization periods.

Ensure a clean handoff to ongoing operations and client success teams.

Capture lessons learned and continuously improve implementation processes.

Team Leadership & Development

Lead and develop an implementation team, including managers and project resources.

Set performance expectations, provide coaching, and support professional growth.

Foster a culture of accountability, collaboration, and client-focused execution.

Reporting & Continuous Improvement

Track implementation KPIs (timeline adherence, readiness, client satisfaction, issue resolution).

Develop executive dashboards and post-implementation reviews.

Drive process standardization and scalability as the business grows.

Qualifications

Required

Bachelor’s degree required; healthcare, business, or related field preferred.

8+ years of healthcare operations experience, with significant focus on Release of Information (ROI), HIM, or medical records.

5+ years leading large-scale implementations, transitions, or go-lives.

Proven experience managing cross-functional teams and complex client implementations.

Strong understanding of ROI workflows, compliance, and regulatory requirements.

Exceptional communication, executive presence, and client-facing skills.

Demonstrated ability to manage ambiguity, tight timelines, and high-visibility projects.

Preferred

Experience implementing ROI services within large health systems or IDNs.

PMP or formal project management certification.

Experience with ROI technology platforms, portals, and workflow automation.

Change management or operational transformation experience.

Key Competencies

Strategic execution & operational discipline

Client relationship management

Risk management & problem solving

Regulatory & compliance acumen

Leadership, influence, and accountability

Process design and continuous improvement

Working Conditions

Requires travel to client sites during implementation and go-live phases.

Hybrid office or remote work environment depending on business needs.

See above