Director of Quality

2 weeks ago

Navi Mumbai, Maharashtra, 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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