Work Location: Chennai
The delivery manager for revenue cycle services would be responsible for high quality and profitable services delivery to our customers. He/She will be responsible for driving best practices, innovation, knowledge management and learning across the teams led by the individual.
KEY TASKS & RESPONSIBILITIES
The duties at Access Healthcare shall include Improve Accounts/Teams Performance.
Motivate team to achieve desired Quality and Production targets
Conduct performance appraisals for Senior Team Leaders and assist with appraisals of Billing Executive/ AR callers.
Identify training needs and arrange for training, re-training and cross training, Assist STL / TL to implement corrective action as required
Support and monitor day-to-day work processes and meet production and Service Level Agreements (SLA).
Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures. Planning and process development
Innovate to optimize production and constantly improve Production, Quality and Turnaround Time
Participate in and contribute to client conference calls, management meetings and department meetings
Facilitate to meet contractual obligations and client expectations
Assess and forecast staffing requirements based on client communication and incoming volume, maintain cost effective and stable workforce to absorb volume volatility
Coordinate with the HR department to recruit per expected volume and required skill sets
Ascertain training areas based on reports from the Quality Analyst Reduce unwanted costs Contingency plans
Assist STLs and TLs to manage the availability of Billing Executives on a real-time basis to ensure SLA is met
Responsible for attendance across client teams, Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes Transition Management
Work through the initial period of pilot testing and establish firm communication channels with the client for all types of escalations Account management and Client relationship management:
Regularly reviews the performance on the program with the client and ensures that the program is indeed running per client expectations.
Submits periodic reports to the superiors on the performance and the growth plans available with the client.
Conducts a monthly business review meeting with the client and ensures the resolution of all issues to the satisfaction of the clients.
Works out the impact of the requests and the requirements of the client in terms of time, effort and resource cost and makes appropriate decision based on the context.
Responsible for future growth from the client and works on increasing the value add as also the revenue share from the client
Should have 9 to 12 years of Experience in BPO Operations
Preferably from Healthcare Background (Physician or Hospital billing)
Excellent Communication skill
US Travel Visa and transition experience will be an advantage