Director of Quality

4 weeks ago

Navi Mumbai, India IKS Health Full time

Profile Description:

The role is responsible for ensuring total quality management of all Revenue Cycle Services for a client(s). This role shall also build a strong culture of operational excellence across the assigned books of business.


Key Responsibilities:

Process:

● Develop and deploy a best in class Service Quality framework to drive higher performance on key business metrics in revenue cycle management.

● Ensure standardization of Service Quality practices across the projects to drive measurable, repeatable and predictable operations.

● Ensure calibration of Service Quality and leverage data-driven analysis for process improvements.

● Be proactive in identifying process level gaps and lapses and set up early warning systems/methods to enable on time course correction.

● Manage, oversee and support Internal Staff Development, Quality Management and Organization Development.

● Support Organization’s drive of enhancing delivery by assuming a leadership role in transformation to a Quality Organization.

● Promoting and Drive a culture of Quality Achievement and Performance Improvement throughout the Assigned Accounts.

● Enabling strong Data Driven Organization Model.

● Deployment of continuous improvement activities through Kaizen and Six Sigma Methodologies.

● Effectively interact with Delivery Teams to maintain process adherence and help bringing improvements.

● Working with training, hiring and transition Teams to establish input quality requirements.

● Formulate and manage the development and implementation of Quality Goals.

● Setting QA Compliance objectives and ensuring targets are achieved.

● Assessing the service delivery quality against customer requirements.

● Agreeing standards and establishing clearly defined quality methods for staff to apply.

● Setting up and maintaining controls and documentation procedures.

● Liaising with customers, auditors and internal delivery stakeholders to ensure the execution of corrective action compliance with customers specifications.

● Establishing standards of service for customers or clients.

● Conducting increasingly sophisticated analytics to drive performance and recommend process improvements and controls to improve service delivery.


People:

● Responsible for making quality a core part of everyone's daily job.

● Constantly improving the quality of services via performance improvement, technology, training and upskilling and other methods.

● Responsible for the Engagement, Development & Management of the Team Managers and Quality Experts

● Drive employee engagement initiatives and optimize attrition levels in the team.


Client:

● Work with clients closely to establish quality framework for the account.

● Act as a single point of contact for all quality related conversations with the client.

● Assume end to end ownership of managing all quality related escalations from the client.

● Present Quality insights to the client on a periodic basis


Financial:

● Ensuring the highest possible delivery quality at the lowest total cost of ownership. In other words, optimize the cost of quality for the account.

● Report out all process deviations and process control lapses to quality and operations leadership to ensure high quality of outcome as seen by the client.


Qualifications:

● Graduate in any stream is a must.

● Graduate in Engineering / Post Graduation in Statistics / Mathematics would be preferred.


Role Prerequisites:

● Minimum 10+ years and above experience in AR, PP, Billing OR EV/BV is a must which includes a preferred minimum 5+ years of experience in transactional quality/ service quality teams.

● Six Sigma Green Belt OR Black Belt certification would be preferred.

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