Service Quality ( Healthcare ) - Manager

We are seeking a highly experienced and strategic Service Quality Leader to oversee and enhance quality management for our Revenue Cycle Management (RCM) operations. This role is crucial for driving process excellence, audit accuracy, and continuous improvement initiatives in alignment with client expectations and industry standards. The ideal candidate will have a strong background in RCM, proven quality leadership experience, and a data-driven mindset.

Key Responsibilities

• Lead and manage the Service Quality team supporting RCM operations across multiple client accounts.
• Develop, implement, and monitor quality control processes and audit frameworks aligned with industry standards and client SLAs.
• Identify root causes of performance gaps and drive corrective and preventive action plans using Six Sigma/Lean tools (DMAIC, RCA, FMEA, etc.).
• Partner closely with Operations, Training, and Client Services teams to align quality objectives with overall business goals.
• Design and deploy performance dashboards and reporting structures for internal and client-facing reviews.
• Ensure audit accuracy, timely reporting, and feedback loops to drive error reduction and enhance process stability.
• Stay up to date with provider and payer-specific requirements impacting RCM.
• Support client audits, escalations, and calibration sessions with detailed analysis and remediation plans.
• Collaborate in transitioning new business by setting up QA frameworks, SOPs, and success metrics.

Requirements

• Bachelors degree in any stream or related field.
• Proven experience in auditing and improving end-to-end RCM functions such as Billing, AR Follow-Up, Denials, and Cash Posting.
• Six Sigma Green Belt certification is an added advantage.
• Strong analytical skills with experience using quality monitoring platforms, dashboards, and RCA tools.
• Excellent communication, stakeholder management, and team leadership skills.
• Proficiency in MS Excel, PowerPoint, and BI tools for reporting and data visualization.

Work Environment

• Work Location: Chennai
• Work Type: Work from office
• Shift Timings: US Shift Timings (6:00 PM to 3:00 AM)