Service Delivery Lead – Revenue Cycle Management (Hospital AR, US Healthcare)
Role Overview
We are seeking a highly experienced Service Delivery Lead to oversee end-to-end Revenue Cycle Management (RCM) operations, with a strong focus on Hospital Accounts Receivable (AR) for US clients. This role is responsible for driving service excellence, financial performance, client satisfaction, and operational efficiency across multiple teams and functions. The ideal candidate will bring deep expertise across the full RCM lifecycle, leadership experience in BPO/shared services, and a proven track record of managing large-scale healthcare operations.
Key Responsibilities
Service Delivery & Operations Management
- Lead end-to-end delivery of RCM operations including patient access, charge capture, billing, Hospital AR follow-up, denials management, and payment posting.
- Ensure achievement of SLAs, KPIs, and financial targets.
- Oversee daily operations across multiple teams and drive productivity and quality outcomes.
AR & US Healthcare Expertise
- Manage Hospital AR processes including payer follow-ups, aging reduction, and cash acceleration.
- Demonstrate strong knowledge of US payer systems, denials management, and revenue recovery strategies.
Client & Stakeholder Management
- Build and maintain strong relationships with US-based clients.
- Provide performance insights, conduct business reviews, and ensure high levels of client satisfaction.
Financial & Business Management
- Own P&L, budgeting, and monthly financials.
- Drive revenue growth, margin improvement, and manage contract-related discussions.
Program & Project Leadership
- Lead transitions and implementation of new RCM programs.
- Develop project plans aligned with SLAs and client requirements.
- Collaborate with cross-functional teams.
People Leadership
- Lead and mentor large teams and multiple layers of management.
- Drive performance, engagement, and succession planning.
Continuous Improvement & Strategy
- Identify opportunities for process improvement, automation, and transformation.
- Use data analytics to drive strategic decisions and operational enhancements.
Required Qualifications
- Bachelor's degree required. 10–15+ years of experience in Revenue Cycle Management within BPO/shared services.
- Strong expertise in US Healthcare Hospital AR and end-to-end RCM lifecycle.
- Experience in service delivery leadership and financial management.
Preferred Qualifications
- Experience managing large RCM operations across multiple accounts or sites.
- Background in healthcare operations leadership.
- Experience in vendor management, negotiations, and project management.
Key Competencies
- RCM domain expertise, strategic thinking, financial acumen, client management, leadership, and adaptability.
- Success Metrics
- AR aging reduction, SLA/KPI performance, client satisfaction, margin improvement, and successful project implementations.
