Director - Training & Quality - US Healthcare

Description:

The Director - Training & Quality is a senior leadership role that provides strategic direction, owns functional accountability, and drives impactful outcomes across training, quality assurance, and operational performance improvement for RCM teams.

This position plays a pivotal role in defining functional strategy, building high-performing teams, and delivering measurable business and stakeholder outcomes, while leveraging AI, intelligent automation, and data-driven tools to enhance operational efficiency, decision-making, and stakeholder experience. The incumbent is expected to champion the responsible and strategic use of technology to transform processes and deliver measurable business outcomes.

Responsibilities:

Strategic Operations Leadership:

- Lead RCM operations for one or more business units, setting direction, driving performance, and ensuring delivery of contracted outcomes.

- Define operational strategy, KPI frameworks, and continuous improvement roadmaps for the business unit.

- Partner with senior leadership to align operations with organizational growth targets and client commitments.

- Drive process standardization, automation adoption, and operational excellence programs across delivery teams.

Business Unit P&L Management:

- Own P&L accountability for assigned business units, managing cost efficiency and driving revenue productivity.

- Monitor financial performance, headcount productivity, and resource utilization; recommend and implement cost optimization measures.

- Contribute to budgeting, forecasting, and operational planning cycles.

Client Relationship & Governance:

- Serve as the senior operational stakeholder for key client accounts, representing delivery performance in executive forums.

- Lead governance mechanisms including QBRs, SLA reviews, and escalation management for the business unit.

- Drive client satisfaction improvements through proactive communication, performance transparency, and innovation.

People Leadership & Culture:

- Lead a multi-tiered team including directors, managers, and large operational staff across multiple sites.

- Build a high-performance culture focused on accountability, quality, and employee engagement.

- Define talent strategies, succession planning, and leadership development programs for the operations function.

AI-Enabled Learning & Quality Strategy:

- Lead transformation of the training function by embedding AI-powered learning platforms, adaptive content delivery, and intelligent assessment tools.

- Define and implement an AI training strategy for RCM operations that leverages virtual simulations, BOT-assisted coaching, and real-time performance nudges.

- Use predictive analytics to identify at-risk learners, forecast certification timelines, and improve training completion rates.

- Leverage GenAI for rapid creation of training content, knowledge base articles, SOPs, and assessment item banks.

- Build AI awareness and upskilling programs for operational staff, equipping teams to work alongside intelligent automation tools.

- Measure AI enablement ROI through training impact metrics, productivity improvement, and error reduction rates.

Required Education & Certifications:

- Graduate or Postgraduate degree in Business Administration, Management, or a relevant discipline.

- MBA or equivalent professional qualification from a reputed institution is preferred.