Associate Director Quality

Job Description: Associate Director Quality Assurance

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 Organizations 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.

Role Prerequisites:

• Graduation in any stream is a must.
• Minimum 10+ years of experience in AR is a must, which includes a preferred minimum 5+ years of experience in transactional quality/ service quality teams.
• Experience in Hospital Billing is mandatory.
• Six Sigma Green Belt OR Black Belt certification would be preferred.
• Working Knowledge of the 7 Quality Tools is mandatory.
• Excellent stakeholder management skills-Ability to interact with senior leadership/clients and manage expectations effectively.
• Ability to deliver high impact amid complexity, ambiguity and competing priorities independently.
• Consultative Skills.
• Developing Others.
• Analytical Ability.
• Leading Change

Interested candidates can share their updated resume at [email protected] /call @ +91- 7503-848-441