Director of Knowledge Management

Role: Head/Director - Operational Excellence/Shared Services (Healthcare GCC)

Organization: Our client (Healthcare GCC), delivering endtoend Revenue Cycle Management (RCM) services for the Medical Services Industry

Location: Chennai (India)

A. About the Role:

We're seeking a transformational operations leader to establish and scale our Knowledge Centre of Excellence (KCoE) a strategic enterprise function designed to raise the bar on operational excellence across our Revenue Cycle Management (RCM) value chain.

Reporting to the Head of Global Operations and partnering closely with leaders across Operations, Technology, Compliance, and Client Success, this leader will drive enterprise-wide impact through data-driven governance, process innovation, and workforce transformation. The role offers a rare opportunity to architect the foundation of a global RCM operations excellence model that balances efficiency, compliance, and client delight.

B. Purpose:

We're building a centralized Knowledge Centre of Excellence (KCoE) to elevate operational excellence across our RCM value chain. This leader will drive the vision, execution, and outcomes across three critical pillars:

Process Excellence & Transactional Quality

Organizational Knowledge Management

Workforce Planning, Capacity Management & Organizational Analytics

C. Responsibilities:

1. Process Excellence & Transactional Quality (QA & Continuous Improvement)

Design and run the enterprise Quality Assurance frameworksampling plans, audit cadence, calibration, and blind rechecksacross all RCM processes.

Define quality standards, scoring rubrics, and COPQ baselines; lead RCA (5 Whys, Fishbone) and CAPA initiatives.

Establish First Time Right (FTR) and accuracy goals; drive reductions in rework, defects, and denials.

Build a Lean/Six Sigma pipeline (Kaizens, DMAIC projects) linked to throughput, TAT, and compliance outcomes.

Lead automation/RPA/AI-based initiatives to drive standardization and operational efficiency.

Partner with Compliance on HIPAA and payer-specific requirements; ensure audit readiness and process adherence.

2. Organizational Knowledge Management (Content, Change, Enablement)

Create the single source of truth for SOPs, process maps, payer rules, work instructions, and FAQs with strict version control.

Implement KM tooling (SharePoint, Confluence, LMS) with structured metadata, governance, and intuitive search.

Drive training and enablement programs; measure time-to-competency and learning effectiveness (pre/post assessments).

Continuously monitor and close knowledge gaps using insights from QA and WFM signals.

3. Workforce Planning, Capacity Management & Organizational MIS/Analytics

Build volume forecasting models based on historical trends, seasonality, and client pipelines.

Own capacity planning, hiring plans, cross-training, and resource allocation to balance SLA compliance with utilization.

Implement WFM disciplineinterval-level forecasting, scheduling, shrinkage planning, real-time adherence (RTA), and intraday management.

Conduct scenario planning for new clients, migrations, and business changes; collaborate with KM and QA to ensure stable productivity ramps.

Define the enterprise metrics catalogue and standardize metric definitions across clients and processes.

Build executive dashboards with leading and lagging indicators, root-cause analytics, and drill-down capabilities.

Partner with Data/Tech to automate data pipelines and enable real-time SLA and backlog risk alerts.

4. Governance & Collaboration

Lead KCoE governance bodies: Quality Council, WFM Council, Operations, Customer Success, Compliance, and IT.

Define and publish OKRs and quarterly roadmaps for each pillar, demonstrating measurable business impact.

Serve as a trusted advisor to clients and internal leaders during QBRs, representing quality, capacity, and operational health.

D. Qualifications

1520 years in U.S. Healthcare RCM operations with 5+ years leading multi-pillar functions (QA, KM, WFM, MIS).

Global stakeholder management experience preferred.

Bachelor's degree required; Master's in healthcare administration, Operations, or Analytics preferred.

Lean Six Sigma Green/Black Belt certification strongly preferred.

Proven expertise across two or more RCM domains (e.g., Coding, Charge Capture, Billing, AR/Denials).

Hands-on experience with WFM systems, QA frameworks, and BI/Analytics tools (SQL, Excel, Power BI, Tableau).

Strong understanding of HIPAA, payer policies, and compliance frameworks.

Client-facing experience (QBRs, transitions) is a plus.

E. Skills & Competencies

Systems thinking and process design.

Quantitative decision-making; builds data-driven models and hypotheses.

Change leadership and strong documentation/training acumen.

Executive communication; ability to influence across functions and geographies.

Bias for automation and strong partnership orientation with Tech/Data teams.

F. Why Join Us (Our Client):

This is a career-defining opportunity to build a high-impact enterprise function from the ground up, combining operational discipline, analytical rigor, and digital transformation. You will play a pivotal role in shaping our global operating model, enabling scalability, quality, and client confidence across every process we touch.