Director - AR Acute

Position: Director

Grade: 7

Department: Revenue Optimization Services

Core Focus: AR (Hospital Billing / Acute Care)

Profile Description:

This role is responsible for effectively planning, coordinating, and directing large-scale delivery teams and cross-functional enabling teams.

Specifically focused on Accounts Receivable and Denial management.

Key Responsibilities:

Process:

• Drive teams to meet SLAs/metrics via resource optimization, action plans & performance

reviews

• Ensure Quality norm adherence; identify process issues impacting delivery or client business
• Course-correct delivery proactively analyze metrics trends, escalations, client feedback &

strategy

• Own escalations and opportunities from clients / Client Services / market leader
• Identify and fix root causes of issues
• Raise engagement & delivery quality to operate as a partner, not a vendor
• Become a healthcare / RCM expert with a strong focus on Hospital Billing / Acute Care to

enable deep client value conversations

• Manage VOC & CSAT through governance, timely issue detection/prevention, aligned to client

goals

• Partner with Solutions, Implementation & Client Services on client startup through steady state
• Maintain the Standard Operating Document; deviate only with written client approval
• Be proficient in SOW/contract nuances for accounts managed
• Understand RCM business economics & levers; build forecasts and account growth plans
• Maintain and improve delivery efficiency across managed functions
• Drive self-disruption via technology, PI/PE interventions
• Identify automation opportunities to improve efficiency & quality
• Execute org-level operational/process efficiency initiatives; review gap-to-goal with PI/PE leader
• Drive Compliance policy adherence across managed functions
• Enforce PHI & HIPAA compliance
• Stay current on regulatory/statutory changes and client market mandates

People:

• Lead by example; build a productive environment and high employee satisfaction

• Lead and persuade teams toward ongoing excellence and improvement

• Coach and build succession plans based on individual strengths

• Build training/development roadmaps within company policy

• Maintain high employee retention & satisfaction

• Live and promote IKS values

• Drive team performance through continual feedback and coaching

Client:

• Deliver functional thought leadership & value to Client Services
• Build alignment between Client Services, Market Leaders & self
• Support market leaders on delivery/CSAT issues; surface revenue growth leads
• Ensure client satisfaction in partnership with market leaders:
• Efficient project implementations
• Build relationships with client providers, partners & payers to strengthen CBO delivery
• 100% client engagement via structured governance and reporting
• Proactively course-correct delivery/business issues
• Contribute to the Dyad Structure:
• Account margin goals
• SLA adherence
• Scope creep management
• Client behavior impacting profit/success
• Short/long-term business & operating strategy
• CSAT/NPS collaboration
• Personal win mapping across the org
• Communicating client context
• Aligning client's future plans/strategy with IKS deliverables
• Revenue review (next 5 months) vs. budget
• Margin review vs. budget
• Account performance via CSAT/customer success metrics
• Rev Storm tool status at account/opportunity level
• Pipeline of opportunities being pursued/created
• Actions/plans with owners & dates to close shortfalls
• Internal QBR
• Support Market Leader on templates

Financial:

• Forecast IKS revenue, costs & headcount for signed SOWs
• Provide annual budgets for signed SOWs
• Manage P&L per KPI/KRA on revenue & operating efficiency
• Sign off with Market Leader on any out-of-contract discounts/incentives
• Support market leader on revenue & growth budgets
• Own profitability targets (up to Gross Margin %)
• Ensure timely monthly invoice preparation & validation
• Manage contracts, including scope creep and renewals
• Drive quarterly cost optimization & work allocation initiatives; review with reporting leader

Qualifications:

• Graduate in any stream mandatory
• MBA from a UGC/AICTE approved institute preferred
• Lean Six Sigma certification — preferred

Role Prerequisites:

• 12–25 years overall work experience — mandatory (Director - Minimum 15-16 years and Associate Director Minimum 12-13 years)
• Experience managing teams
• Strong people management, P&L/EBITDA, and CSAT/leadership track record
• End-to-end delivery ownership: recruiting, training, career mapping, quality, operational finance
• Open to domestic & international travel
• Working knowledge of a hospital / acute care billing system (EPIC, Cerner, NG, ECW,

Athena, etc.) — preferred

Functional Competencies:

• AR
• Denial management
• Knowledge of PP (Mandate for Internal Growth)
• Feedback and coaching skills
• Interpersonal skills
• Communication skills
• Basic MS Office proficiency
• Presentation skills
• P&L management
• Delegation
• Comfort with ambiguity

Behavioral Competencies:

Individual:

• Accountability
• Achievement Orientation

Business:

• Business Acumen
• Decision Making

Customer:

• Customer Centricity
• Building & Leveraging Relationships

People:

• Developing Others
• Impact & Influence
• Leading Change

Role Category: Mid Management

Employment Type: Full-Time, Permanent