01Responsibilities
Lead a team of operations (Span of ~200-300) for multiple LOBs (Follow-Up, Billing). Oversee and ensure quality, timely delivery of projects or services to clients. Act as the primary point of contact for client deliverables, building strong partnerships and trust with onshore teams Monitor and report on agreed client metricssuch as SLA adherence, client satisfaction scores, and issue resolution times. Drive KLAs & NPS score Develop and implement strategies for continuous improvement in client experience and project delivery. Proactively address escalations and risks, providing rapid solutions to client concerns. Align internal teams with client expectations, balancing resource capabilities and project requirements. Conduct regular client meetings to review delivery performance and gather feedback. Mentor and guide delivery teams to achieve high performance and process maturity. Identify and execute opportunities for service improvement and business growth.
In this role you are required to identify Process Improvement opportunities Support the Automation initiatives from a co-ordination & post implementation standpoint Manage portfolio of improvement / reengineering projects for the backend services Driving employee engagement and associated scores. Establish and monitor key performance indicators (KPIs) to measure success and ensure efficiency. Streamline operations to reduce costs, improve productivity, and enhance customer satisfaction. Identify cost-saving opportunities without compromising quality or service delivery. Address and resolve challenges efficiently while minimizing disruptions. Pre- Requisite:
15-20 years of experience in end-to-end RCM including AR follow up, billing, cash posting, credit in Acute / Hospital Billing. 10 years of people management experience is preferred. Should have excellent RCM domain knowledge. Skills Required:
Strategic thinking and problem-solving skills. Ability to thrive in a fast-paced, dynamic environment. Advanced client/onshore relationship management and communication skills
Proficiency in project and service delivery management, including planning and governance Strong analytical skillscapable of interpreting performance data and KPIs. Strategic thinking with demonstrated problem-solving ability. Attention to detail and ability to manage multiple priorities at once. Confidence, patience, and proactive approach in handling client challenges
Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package. To learn more, visit: r1rcm.com
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