General Manager - Operations - Healthcare BPO

Key Result Areas (KRAs): 

1. Primary responsibilities:

a. Customer related :

- Keep abreast with the process of revenue cycle management (A/R) in the healthcare industry.

- Demonstrates thorough knowledge of the job.

- Demonstrates good understanding of the performance SLA's and meet the SLA's.

- Understand all binding laws and regulations related to the project.

- Developing in-depth knowledge base among the team members relating to domain and process.

b. Financials related :

- Responsible for driving quality improvement initiatives to ensure avoidance of penalty.

- Should manage the P&L for the process.

c. People related :

- Good communication skills, inter personal skills and excellent team handling skills.

- Attrition Management

- Oversee team reviews, submit progress reports of the team to the BUH and conclude appraisals.

- Conduct individual performance reviews and propose the required action plan.

- Active involvement in disciplinary issues arising out of the team.

d. Process related :

- Ensure project meets all the required Quality parameters -internal and external

- Implement efficiency improvement projects by deploying lean sigma methodology

- Ensure all MIS reports go on time.

- Participation in conference calls on subject matters whenever necessary.

- To be able to take on additional responsibilities for the team if required.

- Monitoring and assisting the quality of the work done by the team.

- Updating management on team performance.

- Co-coordinating with the client on process related issues and updates.

- Identifying, recommending and implementing ways to increase the quality of operating teams, with productivity as a bonding CTQ.

- Client co-ordination on overall process progress and monitoring of issues.

2. Secondary responsibilities (if any) :

a. Customer related

b. Financial related

c. People related:

- Ability to work with a diverse population.

- Ensure the process follows strict adherence to the process workflow and apt behavior is observed.

- Ensure good leaders are developed.

- Final point of Escalation of issues/concerns with the support groups i.e., HR, Admin, TSG, QAG and Finance.

- Handling disciplinary issues and administrative issues of the project.

d. Process related :

- Put forth queries/concerns of the BUH and address accordingly.

- Ensure the skill inventory of the project.

- Counseling of team members on improving Quality & productivity.

- Reviewing continuous quality improvements processes.

Knowledge/Skills/Attitude/ Domain expertise (required to play this role) Knowledge:

- Knowledge in US healthcare industry and experience in RCM/ A/R process is preferred

- Team handling skills is a mandate .

Skills - Knowledge of basic necessary computer applications.

Attitude :

- Have a positive attitude.

Domain expertise, if any :

- Any healthcare BPO industry.

Required Qualifications/ Experience/ Certifications Educational qualifications:

High school +2+3/ MBA

Experience (years):

Overall 16+ years, 12+ years in healthcare

Certifications (Technical / Non-technical), if any :

Internal Customers, if any

- Immediate reporting manager.

- Employees reporting into the role of Senior Manager.

- Internal support functions Viz, HR, Admin, TSG.

- All vendors associated with the organization.

External Customers, if any - The client.