Director - AR Operations (US Healthcare RCM)

Position Title: Director - Operations

Reporting to: AVP

Location: Hyderabad, Chennai, Coimbatore

Preferred Candidate Profile:

• Should be a Graduate with total 12+ years of experience of which minimum 10+ years experience should be in US Healthcare (Preferably on the provider side of business).
• Experience in leading & managing teams of 50+ people.
• Experience in managing all aspects of the delivery function including Operations management, P&L Management, Client Management and People Management is required.
• Excellent verbal and written communication skills in English.
• Candidate with excellent aptitude, highly adaptable and willingness to learn.
• Open to Travel Domestic & International as applicable.
• M.B.A. or Post Graduate qualification in Operations, Finance, Healthcare Management, International Business and General Management would be an added advantage.

Role & Responsibilities:

Financials:

• Own achieving profitability/ Operating Efficiency targets for account / assigned function(s).
• Ensure timely preparation and validation of monthly invoice.
• Manage to the contract (including scope creep, support contract renewals).
• Manage to the contract (including scope creep, support contract renewals)

Deliver to the SOW(s):

• Drive teams to achieve agreed SLA / Metrics by optimal use of resources, review & execution of identified action plans & team performance reviews.
• Adherence to defined Quality norms & identify process issues impacting delivery or client business.
• Proactively identify areas of improvement in overall performance and direction to direct reportees on delivery Course Correction (Analyze business metrics trends, potential issues & escalations, Client feedback & business strategy / goals).
• Embrace escalations and identified opportunities from clients / Client Services / or market leader. Run toward smoke as if you were literally on fire. Track smoke” on a monthly basis. Fix the root cause of the issues.
• Raise the bar of engagement & delivery to come across as a partner rather than a vendor.
• Become a healthcare / RCM expert thus enable value conversations with Clients down to any depth.
• Manage VOC & Customer Satisfaction for the account through governance and timely detection and prevention of issues while aligning with the client business objectives.

Ensure Accounts are Started Right:

• Work with Solutions, Implementation, and Client Services to understand, contribute, and shape client startup to ensure a successful solution start and migration to steady state.
• Collaborate with Implementation on the Standard Operating Document, maintain and adhere that document, only deviating with written approval via client, post creation.
• Be proficient in comprehending SOW / Contract nuances for accounts managed.

Improve Operating Efficiencies:

• Demonstrate in-depth know how & understanding of the economics of the RCM business, the levers that need to be exercised / leveraged / moved constantly to achieve the required financial outcomes. Be able to create forecasts & plan for account growth.
• Align & execute Org level initiatives for operational / process efficiency.
• Maintain review & improve delivery efficiency for lines of functions managed.
• Develop the required gene pool to seek self-disruption of tasks / activities leveraging technology & Process Improvement.
• Identify automation opportunities to impact efficiency & delivery quality.

Collaborate with Client Services & Market Leader:

• Ensure structured governance with Clients along with the market leader/ Client Services.
• Support client services in building relationships with practices, providers & payers to enhance CBO delivery
• Collaboration on CSAT/NPS
• Personal win mapping across the org.
• Communicates client context.
• QBR - Support the Market Leader/ Client Services in filling out templates.

Compliance:

• Educate & drive adherence to Compliance policies & initiatives across the functions managed.
• Enforce & support on PHI & HIPAA compliance across the org under self.
• Update & keep abreast on the regulations, statutory changes & any other such client market mandates /changes impacting business ( IKS/ Client).

People:

• Lead by example & develop congenial, productive work environment & high employee satisfaction for the Org to be the employer of choice.
• Maintain Work Force Retention & Satisfaction for the account.
• Be able to lead own teams / people effectively & persuade them to strive for & achieve ongoing excellence & improvement across roles.
• Create & take appropriate initiatives to strengthen the teams to achieve higher targets & enhance delivery through Trainings, Coaching or Performance Improvement Plans.
• Identify, Coach & build succession plan for individual basis their strengths & interest. Help prepare roadmap and external interventions (trainings) required for them. Need to achieve this within the framework of the Company policy.
• Appraise the performance provide feedback, develop action plan, monitor & review this for immediate direct reportees in pre-defined frequency.