Job Summary:
The Operations Director manages operational strategy and execution, ensuring smooth execution of our client workflows and optimizing efficiencies within India-based teams, enhancing overall business performance. This position focuses on the day-to-day operations, process improvements, and effective delivery of our services to meet client expectations in a fast-paced business environment.
These goals and objectives are not to be construed as a complete statement of all duties performed; employees will be required to perform other job related duties as required. Goals and objectives are subject to change.
All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA, and other regulations, as appropriate.
Essential Functions:
- Operational Execution: o Ensure seamless daily operations of RCM services, managing all client workflows efficiently.
o Implement and monitor operational processes to drive performance and maintain high-quality service delivery.
o Work directly with teams to execute strategies that improve operational performance, meet deadlines, and exceed client expectations.
- Team Management: o Supervise day-to-day operations, ensuring the team meets its goals and operational KPIs.
o Provide coaching, support, and guidance to team members to improve their performance and professional growth.
o Promote a collaborative and accountable team culture focused on meeting business goals.
- Process Improvement: o Identify areas for operational improvement, implement streamlined processes, and ensure consistent delivery of high-quality services.
o Optimize RCM workflows to ensure efficiency, accuracy, and compliance in billing, coding, and reimbursement activities.
o Ensure resource allocation aligns with operational needs and client priorities.
- Client & Stakeholder Engagement: o Serve as a point of contact for client escalations and high-level operational questions.
o Regularly communicate with the US-based leadership team to ensure alignment on client needs and operational progress.
o Assist in presenting performance data, explaining the status of accounts receivable (AR), and providing recommendations for improvement.
- Performance Tracking & Reporting: o Monitor key financial and operational metrics, providing actionable insights to ensure goals are being met.
o Generate regular performance reports to track progress, identify gaps, and drive corrective actions. o Ensure timely and accurate reporting on all operational activities and results.
- Compliance & Risk Management: o Support compliance efforts by ensuring adherence to industry standards, HIPAA regulations, and best practices. o Assist in the identification and mitigation of operational risks, ensuring smooth and compliant operations.
Staff Management
Responsible for ensuring area of responsibility has the talent and resources to meet short- and long-term organizational goals as well as ensuring maximum productivity and performance. Responsibilities include, but are not limited to: o Proactively recruit, screen, and select candidates for current and future resource requirements. o Effectively orient new hires to ensure a positive and productive employee engagement experience.
o Ensure structure and hiring plans (within budget) are appropriate for performance and productivity levels required.
o Utilize the company’s performance management program as designed to align individual performance to overall performance objectives. Meet all completion requirements at a high quality level. Provide ongoing performance feedback. Identify and take appropriate action for non-performance.
o Ensure each employee has a yearly performance review that is reviewed with employee and the review to be sent to Human Resources each year. o Ensure each employee has a clear and thorough understanding of their role and responsibilities. Keep job descriptions current for each position. o Actively support and participate in organizational development and training programs. Meet all completion requirements at a high quality level.
o Mentor, guide, and coach direct reports in order to expand their capabilities and performance.
o Communicate all corporate matters in a positive and timely manner as directed by Corporate Communications or senior management.
o Administer all internal policies and procedures in accordance with corporate, human resources, budgetary, and finance guidelines. Ensure accuracy of staff data records.
o Comply with all employment laws and regulations including, but not limited to, equal employment opportunities for all.
Minimum Requirements:
- Experience: o 15+ years of experience in operations, preferably in the healthcare or RCM industry with Acute Care and Ambulatory specialties experience.
o Experience in managing teams and executing operational processes in a fast-paced, high-volume environment.
o Strong track record of implementing process improvements that increase operational efficiency.
- Educational Qualifications: o Bachelor’s degree in Business, Healthcare Administration, or a related field.
- Additional Requirements: o Strong organizational skills, attention to detail, and ability to manage multiple priorities. o Willingness to travel domestically and internationally as required.
o Proficiency in MS Office, operational tools, and RCM-specific software.
Preferred Qualifications:
- Leadership: o Ability to lead, motivate, and develop teams in a multi-location environment as well as work from home team members.
o Demonstrated ability to execute day-to-day operations effectively while driving operational excellence. o Capable of fostering a collaborative and high-performance culture across all levels of the organization.
- Operational Expertise: o Strong knowledge of RCM industry best practices, including healthcare billing, coding, reimbursements, and compliance.
o Proven ability to manage multi-location operations and maintain operational consistency across teams.
- Client Engagement: o Strong communication skills, with the ability to engage with clients and leadership teams to provide insights into performance and discuss operational issues9.
o Experience presenting data to clients and making recommendations for improving AR processes and performance.
o Experience working in India for a US-based company.
o Ability to adapt to changing client needs and dynamic business environments.
Working Environment/Physical Demands
Working Environment:
- General office environment: Works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels.
- Periods of stress may occur.
Physical Demands:
- Activities require a significant amount of sitting at office and work desks and in front of a computer monitor.
- Some walking and standing relative to interaction with other personnel.
Pay: ₹3,000,000.00 - ₹4,000,000.00 per year
Work Location: In person
