Operations Director

1 week ago

Navi Mumbai, Maharashtra, India IKS Health Full time

IKS Health is a leading healthcare technology company that empowers clinicians to deliver exceptional care while reducing administrative burdens. As an Operations Director, you will play a crucial role in driving business growth and operational excellence across our global network.

Job Summary

We are seeking an experienced Operations Director to lead our multi-specialty division. In this role, you will be responsible for managing operational efficiencies, driving revenue growth, and improving client satisfaction.

The ideal candidate will have a strong background in healthcare revenue cycle management (RCM) and experience in managing large teams. They will be able to analyze business metrics, identify areas for improvement, and implement effective solutions.

Key Responsibilities
  • Lead and drive the assigned customer account to effectively manage operational efficiencies
  • Operationalize excellence through forecasting of revenue, costs, and headcount for signed statements of work (SOWs) and manage contracts, including scope creep and contract renewals
  • Spearhead teams to achieve agreed service-level agreements (SLA)/metrics by optimal use of resources, review, and execution of identified action plans and team performance reviews
  • Analyze business metrics trends, potential issues/escalations, client feedback/business strategy/goals, and ideate and implement a framework addressing the same
  • Embrace escalations and identify opportunities from clients/client services/market leaders
  • Partner closely with our technology teams to deploy and implement our suite of products/workflow engines to drive best operational outcomes
  • Partner with horizontal leaders in driving best-in-class revenue cycle outcomes for our division
  • Pursue excellence by raising the bar of engagement and delivery
  • Spearhead client satisfaction by managing voice of the customer (VOC) for the account through governance and timely detection/prevention of issues while aligning with the client business objectives
  • Partner solutions, implementation, and client services to understand, contribute, and shape client startup to ensure a successful solution start and migration to steady state
  • Conceptualize and execute org-level initiatives for operational/process efficiency by assessing gap to goal and reviewing
  • Maintain review and improve delivery efficiency for lines of functions managed
  • Identify and collaborate with market leaders on new business opportunities
  • Educate and drive adherence to compliance policies/initiatives across the functions managed
  • Enforce and support on PHI and HIPAA compliance across the org under self
People
  • Consistently demonstrate our values and lead by example
  • Develop congenial, productive work environment & high employee satisfaction for the org to be the employer of choice
  • Partner effectively with our L&D org to create customized training modules to strengthen/groom the leadership
  • Create effective people engagement strategies to deliver industry-wide lowest attrition numbers
  • Maintain workforce retention & satisfaction for the account
  • Be able to lead own teams/people effectively & persuade them to strive for & achieve ongoing excellence & improvement across roles
  • Create & take appropriate initiatives to strengthen the teams to achieve higher targets & enhance delivery through trainings, coaching or performance improvement plans
  • Identify, coach & build succession plans for individual basis their strengths & interests. Help prepare roadmap and external interventions (training) required for them. Need to achieve this within the framework of the Company policy
  • Appraise the performance provide feedback, develop action plan, monitor & review this for immediate direct reportees in predefined frequency
Client
  • Update & keep abreast on the regulations, statutory changes & any other such client market mandates/changes impacting business (IKS/Client)
  • Travel every quarter to meet all our key Client stakeholders; drive Quarterly Business Reviews
Financial
  • Partner with our Market Leaders on achieving the revenue and growth budgets of the Multi-Specialty Division
  • Overall responsibility of meeting/exceeding EBIDTA & Margin Targets of this division
  • Liaison with our Farming Organization to drive the same store sales growth strategy effectively
  • Track & effectively manage all SOW's in this cluster
Qualifications
  • Graduate in any stream is a must
  • MBA preferred from a UGC/AICTE approved institute
  • Lean Six Sigma Certification would be preferred
Role Prerequisites
  • An overall work experience of minimum 18+ years is a must
  • A relevant experience of minimum 15+ years should be preferably in the healthcare RCM space
  • Should have an experience of managing a team size of up to 350+ FTE's
  • Driven sustained margin growth on year on year basis
  • Experienced in measuring target achievements, skills at people management, P&L / EBITDA / Customer Satisfaction / Leadership
  • Managed all aspects of Delivery including recruiting, training, career mapping, quality & operational finance
  • Open to Travel Domestic & International as applicable
  • Strong understanding of at least one billing system eg: NG, EPIC, ECW, Athena etc would be preferred
Functional Competencies
  • AR: Knowledge on AR strategies, Payer guidelines, AR platforms, global issues, exposure to & understanding of AR complexities, denials & revenue stream, front end working environment would be preferred
  • Billing: Knowledge on billing nuances, payer rules & guidelines, edits & rejections, billing platforms, exposure to & understanding of Coding would be preferred
  • Payment Posting: Knowledge on payment / posting nuances, pay sources, enrollments, know-how of payer contractual, refunds & credits would be preferred
  • Knowledge of either AR, PP, Billing, EV/BV would be preferred (Mandate for Internal Growth)
  • Knowledge of federal and the top 5 commercial payers would be preferred
  • Basic Knowledge of Medical Codes would be preferred
  • Good Feedback and Coaching Skills
  • Good Interpersonal Skills
  • Good Communication Skills
  • Basic Knowledge of Microsoft Tools would be preferred
  • Presentation Skills
  • P&L Management

Estimated salary: $150,000 - $200,000 per annum, based on location and experience.

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