About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Job location : Chennai/Hyderabad

Position : Associate Director- Business Transformation

Division : Healthcare

Experience : 13 to 15 years of experience in Revenue Cycle Management/ US Provider industry with a strong focus on process improvement, digital transformation .

Job Summary:

We are seeking a strategic, business-oriented Transformation Leader to drive end-to-end transformation across the US Provider ecosystem. The transformation lead will leverage deep business process understanding, a consulting mindset, analytics, Lean Six Sigma and emerging technologies—including GenAI, Claude, Agentic AI and intelligent automation—to identify opportunities, shape transformation strategy and deliver measurable business value.

The role requires the ability to translate complex business challenges into technology-enabled solutions, challenge existing ways of working, lead cross-functional transformation initiatives, and influence senior stakeholders to drive sustainable improvements in revenue, productivity, cost, quality and customer experience. The ideal candidate should have strong exposure to the evolving digital and AI landscape and the ability to assess, apply and scale relevant technologies across the US Provider value chain.

Key Responsibilities:

- Strategic Process Analysis: Lead diagnostics across end-to-end RCM processes including front-end (patient access), mid-cycle (coding, billing), and back-end (collections, denials). Use deep domain expertise to assess structural inefficiencies, policy-level gaps, and tech adoption maturity. Prioritize transformation levers based on business value, client pain points, and operational feasibility.
- Enterprise Process Transformation: Drive portfolio-level transformation programs with clearly defined KPIs (e.g., net collections %, denial resolution TAT, AR aging). Obtain sponsor sign off on key strategic initiatives such as predictive denials, automation at scale, or AI-powered quality checks. Co-create transformation roadmaps with leadership, aligning with client goals and compliance mandates like HIPAA, CMS guidelines, etc.
- Lean Six Sigma Leadership: Mentor and lead Green Belt/Black Belt projects across global delivery teams. Institutionalize a culture of continuous improvement using DMAIC, Kaizen, and value stream mapping. Ensure all improvement efforts tie directly to measurable outcomes in efficiency, cost reduction, quality, or compliance.
- Advanced Project Management:



Lead transformation governance, define success criteria, and ensure delivery through PMO standards. Engage in regular executive reviews, risk mitigation, stakeholder alignment, and benefit realization tracking. Manage multi-region initiatives across diverse provider clients, tech teams, and operational leads.
- Best-in-Class Documentation: Develop playbooks, SOPs, and transformation blueprints for internal standardization and external client rollouts. Drive documentation of lessons learned, post-implementation reviews, and case studies.
- Data-Driven Insights & Change Adoption: Use BI tools, Excel modeling, and trend analysis to monitor project performance and surface improvement areas. Drive adoption of data visualization tools and KPI dashboards at the ops and leadership levels. Leverage TMS, root cause analytics, and ML-based insights to drive strategic decision-making.
- Culture of Continuous Improvement: Drive operational maturity by embedding a proactive mindset of innovation and waste elimination across teams. Establish transformation councils and forums to surface grassroots ideas and amplify bottom-up innovation.
- Compliance, Risk & Quality Governance: Lead risk assessments and mitigation plans for operational or tech-driven change initiatives. Ensure every transformation effort complies with PHI handling, HIPAA, CMS, and provider contract terms. Partner with Quality & Compliance to embed controls early in process redesign.
- Senior Stakeholder & Client Management: Serve as strategic advisor to BU heads, CXOs, and client executives. Communicate transformation plans and impact narratives with clarity and executive presence. Build consensus and drive engagement across leadership layers (onshore & offshore) to enable successful implementation and adoption.

Qualifications:

- Bachelor’s degree in science (Preferably in Biology, Microbiology, Biotechnology, Pharma) or a related field.
- 13 to 15 years of experience in Revenue Cycle Management/ US Provider industry with a robust focus on process improvement, digital transformation
- Atleast 10 years of experience in project management, client management

Certifications

- Black Belt or atleast Green Belt
- Project Management (Good to have)
- Claude and GenAI certifications (Good to have)

Competencies:

- Strategic Influence: Ability to align transformation with business strategy and client vision.
- Executive Communication: Skilled in presenting to CXO audiences and simplifying complex initiatives.
- Operational Leadership: Proven track record of driving change in matrixed environments with measurable impact.
- Innovation Leadership: Ability to drive and manage digital-first process improvement strategies (AI, RPA, ML)
- GenAI & Agentic AI Transformation – Ability to identify, design,



prototype and scale AI-led solutions using platforms such as Claude, while connecting technology innovation to process transformation, adoption and measurable business value

Skills:

- Advanced Process Improvement: Expertise in Lean, Six Sigma (Green Belt/Black Belt preferred), Kaizen, Value Stream Mapping, and root cause analysis (RCA) techniques for systemic improvements.
- Project & Change Management: Strong command over project management tools and methodologies (e.g., Agile, PMI, JIRA, Smartsheet). Capable of driving change management through stakeholder alignment, training, and adoption tracking.
- Data Analytics & Decision Support: Proficient in Excel, Power BI/Tableau for analysis, reporting, and dashboarding. Experience using statistical tools like Minitab or R for deeper analytics. Ability to use data to build ROI models, process performance trackers, and improvement hypotheses.
- Digital Enablement Experience: Familiarity with automation tools (e.g., UIPath, Automation Anywhere), AI/ML-powered insights, and digital quality assurance systems (e.g., conversational analytics, NLP for call audits).
- Operational Knowledge of RCM: Deep understanding of U.S. provider RCM processes including Patient Access, Coding, Billing, Payment Posting, AR, Denials, and Compliance.
- Process Documentation & SOP Creation: Skilled in documenting AS-IS/TO-BE workflows/swimlanes using MS Visio, Lucidchart, or similar tools
- Excellent Communication & Stakeholder Engagement: Strong executive presence with the ability to present transformation outcomes to CXOs and client leadership.
- Multi-Project Leadership: Experience in leading and overseeing multiple concurrent transformation projects across regions, balancing timelines, scope, and resources effectively.
- Compliance & Risk Awareness: Knowledge of HIPAA, PHI handling standards, and payer-provider contract obligations in process reengineering.
- Key GenAI / Claude skills for the Transformation Lead -
- GenAI Fundamentals: Experience with LLMs, GenAI, AI/ML, RPA and Agentic AI, including identifying appropriate business use cases.
- Prompt Engineering: Experience developing structured prompts for analysis, summarization, classification, extraction and content generation.
- Claude Proficiency: Hands-on experience using Claude for document/business analysis, research, solution design, process redesign and rapid prototyping.
- AI Use-Case Identification: Experience identifying opportunities to augment or replace human cognitive work through GenAI.
- Agentic AI Design: Experience designing agentic workflows, including orchestration, decisioning, tool integration, human-in-the-loop and single vs. multi-agent models.
- AI-led Process Transformation: Experience redesigning processes to determine the right balance of automation, agentic AI and human-led exceptions.

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Contact Person

Padmapriya Shekar

Email [email protected]

📌 Associate Director -Business Transformation (Chennai)
🏢 Firstsource
📍 Chennai