Operations Delivery Leader

Location

Gurgaon | India

Job description

Operation Delivery Leader

PFSS (Patient Facing Shared Services)

R1 RCM India is proud to be recognized amongst India's Top 50 Best Companies to Work For TM 2023 by Great Place To Work® Institute. We are committed to transform the healthcare industry with our innovative revenue cycle management services. Our goal is to 'make healthcare simpler' and enable efficiency for healthcare systems, hospitals, and physician practices. With over 30,000 employees globally, we are about 14,000 strong in India with offices in Delhi NCR, Hyderabad, Bangalore, and Chennai. Our inclusive culture ensures that every employee feels valued, respected, and appreciated with a robust set of employee benefits and engagement activities.

Position Summary: Operation Delivery Leaders needs to meet and exceed business objectives ensuring consistent achievement of all operational and financial KPIs. Required to manage multiple sites to deliver an outstanding 'Customer Experience'. Manage, inspire and motivate a number of Operation Managers and other direct and indirect supervisors to ensure operational excellence, high employee engagement and service improvement is achieved.

Key duties & Responsibilities:

• Lead implementation and maturity across Central Operations.
• Support lean operations implementation activities as needed.
• Span Control 500-800 HC
• Organize and lead ITO and BPO delivery teams across transition, implementation, and operations.
• Manages projects from the project inception to implementation.
• Coordinates and integrates operations and technology activities with US/Product Team.
• Ensures activities, project assignments and problem resolution are coordinated.
• Clearly assigns responsibility for tasks and sets clear objectives.
• Makes process improvements and changes to the project plan as necessary.
• Participate in various application development projects as a teacher, problem solver, and example to junior resources assigned to do the system development work.
• Lead key solution architecture decisions and direction while conveying the rationale for making platform and technology choices in a way that enables more junior resources to develop awareness and instincts.
• Manage the development, testing and communication of operational policies and procedures for team.
• Collaborate with various internal constituencies to ensure the successful delivery.
• Provide leadership, direction, development, and supervision to staff of customer service professionals
• Effectively staff an optimized team in the delivery center
• Drive employee engagement through center wide communications, team building and retention programs/activities.
• Create a culture that embraces employee growth & development in the delivery centers.
• Report on delivery center activities through productivity, operational and dashboard reports
• Understand and maintain internal client satisfaction scores and work to improve the delivery in the center.
• Collaborate effectively with HR, Resource Operations/Facilities, Finance, Procurement,
• Responsible for the implementation of process improvements and tool enhancements related to customer implementations
• Work closely with business and external stakeholders to ensure effective two-way communications regarding collection of business requirements and communication of key product decisions, plans, and releases.

Qualification : Graduate in Any Stream

Experience: 2-5 years as Operation Delivery Leader/AGM/Assist. Director

Skills:

• Strategic thinking and planning skills
• Excellent analytical and communication skills
• Should be able to handle big team (HC 500-800)
• Excellent MS Office Skills
• Logical decisions as part of efficient problem-solving in their role
• Emotional intelligence
• Interpersonal Skills: learning and growth, teamwork, establishing trust, and cognitive agility.
• Ability to work with cross functional teams and be able to communicate with people at all levels.
• Must be responsible, knowledgeable, convincing, and able to adapt to change.
• Self-Driven, People person and result oriented.
• Flexible towards shift and location.
• Other duties as outlined by leadership.
• Experience in Scheduling, Eligibility and Benefits, Authorization verification and creation at US Healthcare
• Experience of transitioning multiple sites, on-site/off site.

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:

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