Director – Follow Up (Denials Management)
Location: Chennai, India
Work Model: Work From Office
Employment Type: Full Time
Shift Timing: 6:00 PM – 3:00 AM
Job Overview
The Director – Follow Up (Denials Management) is a senior leadership role responsible for overseeing large-scale Revenue Cycle Management (RCM) operations, specifically Denials Management and Backend Operations. The role requires strategic leadership, operational excellence, client relationship management, P&L accountability, and continuous process improvement across a large workforce.
The position is responsible for ensuring delivery excellence, business growth, client satisfaction, compliance adherence, and achievement of organizational goals while leading multiple layers of management and operational teams.
Key Responsibilities
Strategic Leadership
Drive organizational vision, values, and business objectives across the assigned span of operations.
Provide strategic direction to leadership teams and operational managers.
Ensure alignment of operational goals with company objectives and client expectations.
Foster a culture of accountability, performance excellence, and continuous improvement.
Operations Management
Lead and manage large-scale Backend Operations and Denials Management functions.
Oversee a workforce span of approximately 800 FTEs or more depending on business requirements.
Ensure delivery of all Key Result Areas (KRAs), Service Level Agreements (SLAs), and operational targets.
Monitor operational performance and implement corrective actions where required.
Ensure adherence to quality, compliance, and contractual obligations.
Denials Management & Revenue Cycle Leadership
Provide domain leadership across end-to-end Revenue Cycle Management functions.
Drive denial prevention, denial resolution, and revenue recovery strategies.
Monitor operational performance related to:
Denials Management
Accounts Receivable Follow-Up
Revenue Recovery
Backend Operations
Implement best practices to improve reimbursement outcomes and reduce revenue leakage.
Serve as a subject matter expert in healthcare revenue cycle operations.
Financial Management
Own and manage Profit & Loss (P&L) responsibilities.
Monitor Labor Leverage Ratio (LLR) and operational cost efficiency.
Drive productivity improvements and optimize resource utilization.
Ensure achievement of financial and operational performance targets.
Client Relationship Management
Build and maintain strong client relationships.
Act as a senior escalation point for client concerns and operational issues.
Ensure successful delivery of client expectations as defined within Statements of Work (SOW).
Drive client satisfaction and retention initiatives.
Identify opportunities for business expansion and service enhancement.
Business Development
Support growth initiatives through:
Upselling opportunities
Scope expansion
New business opportunities
Collaborate with internal stakeholders to increase client value and business profitability.
Lead high-impact strategic projects across the business.
People Leadership & Talent Development
Provide leadership and coaching to Senior Managers, Operations Managers, and leadership teams.
Build high-performing teams through effective people management practices.
Set measurable performance goals aligned to business objectives.
Conduct performance reviews and development discussions.
Support succession planning and leadership development initiatives.
Foster employee engagement and retention.
Continuous Improvement
Identify and implement process improvements to enhance operational efficiency and customer experience.
Promote innovation, automation, and operational excellence initiatives.
Maintain deep understanding of client requirements and industry best practices.
Lead transformational projects focused on quality, productivity, and financial performance.
Compliance & Governance
Ensure adherence to:
Organizational Policies
Client Requirements
Regulatory Standards
Compliance Guidelines
Maintain operational governance and risk management practices.
Support audits, compliance reviews, and quality initiatives.
Communication & Stakeholder Management
Maintain effective communication with clients, onsite teams, and internal leadership.
Respond to client inquiries and escalations in a timely and professional manner.
Collaborate with cross-functional teams to achieve business objectives.
Present operational insights and strategic recommendations to senior leadership.
Qualifications
Bachelor's Degree from a recognized university.
Advanced qualifications in Business Administration, Healthcare Management, or related disciplines are advantageous.
Experience (Preferred)
Extensive experience in:
Revenue Cycle Management (RCM)
Denials Management
Accounts Receivable Operations
Healthcare BPO Operations
Backend Healthcare Operations
Proven leadership experience managing:
Large-scale operations
Multiple delivery teams
Senior management teams
Client-facing engagements
Strong expertise in:
P&L Management
Workforce Management
Client Relationship Management
Business Growth & Upselling
Operational Excellence
Deep understanding of:
US Healthcare Revenue Cycle
Denials Management
Healthcare Financial Operations
Process Improvement Methodologies
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