System Director, Business Relationship Management - Patient Experience & Revenue Cycle

Job Description: Summary: The System Director, Business Relationship Management for Patient Experience and Revenue Cycle will partner with clinical, operational, financial, and IT leaders to advance technology that makes it easier for patients to access care and navigate their financial experience. This portfolio supports the patient journey from scheduling and registration through billing and payment, with a focus on clear communication, convenient digital tools, and coordinated processes.

This role will translate patient experience and revenue cycle priorities into IT portfolio plans that improve service, reduce administrative barriers, and strengthen financial performance. The System Director, Business Relationship Management serves as the primary IT relationship leader for assigned business portfolios.

This role works with business, clinical, operational, and technology leaders to understand priorities, shape technology needs, support intake and prioritization, and help ensure approved investments deliver expected results. Reporting to the VP, IT Business Strategy Integration & Delivery, the System Director connects business domain portfolios with IT planning, governance, and execution.

The role is responsible for building trusted relationships, improving the quality of technology requests, supporting portfolio decisions, and maintaining visibility into outcomes, risks, and value. Primary Responsibilities: Business Partnership

• Serves as the primary relationship leader for assigned business portfolios.
• Maintains a clear understanding of portfolio strategy, priorities, needs, risks, and opportunities.
• Establishes a regular planning rhythm with business, clinical, operational, and IT leaders.
• Translates business priorities into clear technology opportunities, requests, and portfolio recommendations. Demand, Intake, and Portfolio Planning
• Leads technology demand and portfolio planning for assigned business portfolios.
• Supports annual and multi-year planning by shaping requests before IT or governance review.
• Develops business cases that define intended outcomes, resource needs, dependencies, risks, investment considerations, and success measures.
• Recommends priorities using established criteria and communicates decisions, constraints, dependencies, and status to stakeholders. Governance and Alignment
• Represents assigned business portfolios in applicable technology planning and governance forums.
• Ensures proposals, including AI-enabled solutions, consider impacts to architecture, security, data, operations, clinical, EHR, ERP, compliance, support, and other key capabilities.
• Identifies conflicts between portfolio requests and enterprise priorities, standards, or capacity.
• Facilitates resolution through the appropriate leaders or governance bodies. Value and Adoption
• Partners with sponsors to define expected outcomes, baseline measures, benefit owners, and review timing.
• Maintains visibility into expected and actual benefits across the assigned portfolio.
• Supports post-implementation reviews and identifies barriers affecting adoption, workflow, or expected results.
• Communicates portfolio value, risks, and lessons learned to executive stakeholders. Relationships, Communication, and Escalation
• Builds trusted relationships across business, clinical, operational, and technology leadership.
• Provides clear communication on demand, capacity, priorities, decisions, risks, and delivery performance.
• Serves as an escalation point for unresolved relationships, prioritization, or portfolio concerns within assigned domains.
• Facilitates resolution across teams and escalates decisions when needed. Key Working Relationships:
• Business and clinical executives
• Operational leaders
• Clinical informatics
• Enterprise architecture
• Cybersecurity
• IT operations
• Application leadership
• Portfolio and project management
• Finance
• Procurement
• Compliance
• Enterprise governance partners Requirements: Education Bachelor’s degree required; Master’s degree preferred in Healthcare Administration, Business Administration, Information Systems, Nursing, Clinical Informatics, or a related field, or equivalent experience. Experience
• 10 years of progressive leadership experience in healthcare operations, information technology, informatics, revenue cycle, analytics, consulting, or related disciplines.
• 5 years of leadership experience in governance, portfolio management, service management, clinical informatics, revenue cycle, or related functions.
• Experience leading cross-functional initiatives in complex healthcare or similarly regulated environments.
• Experience aligning technology investments with business priorities, outcomes, and executive decision-making.
• Experience presenting investment options, risks, and tradeoffs to executive governance groups.
• Experience working with executives, physicians, nursing leaders, operational leaders, and IT teams to support change and adoption.
• Experience operating in a matrixed environment with shared accountability and influence without direct authority. Knowledge/Skills
• Strategic and financial acumen
• Business case development
• Benefits tracking and outcome measurement
• Portfolio and demand management
• Change leadership
• Healthcare operations awareness
• Understanding of healthcare business, clinical, EHR, and ERP workflows
• Understanding of emerging technology and AI-enabled solutions
• Ability to synthesize complex information into clear choices and recommendations
• Ability to build credibility with both business and technical audiences
• Understanding of technology risk, lifecycle, supportability, and total cost implications Work Requirements: Shift: Day On Call: No Weekends: No Travel Required: No Travel Shift Details: 8a-5p City/State: Johnson City, TN Location: Ballad Health Corporate