Job Description

Years of Experience: 8–10 years

Industry: RCM / US Healthcare

Shift Timings: 6:30 PM to 3:30 AM IST

Role Summary and purpose

The Senior Employee Relations Specialist – Healthcare & RCM will be responsible for managing complex employee relations matters across Revenue Cycle Management operations. The role ensures fair, compliant, and consistent handling of workplace issues while balancing associate safety, regulatory requirements, and operational productivity. This position requires strong investigation skills, healthcare/RCM domain understanding, knowledge of labour laws, and the ability to partner with operations, compliance, and quality leaders.

Key Responsibilities

Employee Relations & Investigations

Lead investigations related to:

Workplace behavior, harassment, and discrimination

Conduct issues

HIPAA-related violations, confidentiality breaches

Fraud, coding inaccuracies, and RCM-sensitive concerns

Complaints involving behaviour

Conduct meetings with employees, supervisors, and cross-functional stakeholders.

Document findings, recommend actions, and ensure closure with minimal business disruption.

RCM-Specific Responsibilities

Support ER issues within RCM teams:

Billing

Coding

AR follow-up

Patient access

Registration & authorization

Address performance issues tied to:

Productivity metrics (DNFB, TAT, collections, coding accuracy)

Quality scores and audit findings

Compliance and payer-specific regulations

Partner with Quality, Operations, and Compliance to ensure alignment with revenue cycle controls.

Compliance & Policy Governances within RCM teams:

Ensure adherence to:

Healthcare regulations (HIPAA, privacy)

Healthcare accreditation requirements (NABH/JCI)





Labor laws and statutory requirements

Assist in developing, updating, and socializing HR and ER policies relevant to healthcare and RCM environments.

Guide leaders when applying disciplinary frameworks for sensitive issues.

Performance & Conduct Management

Advise managers in handling:

Low performance

Attendance and scheduling concerns (especially for 24/7 operations)

Behavioral and professionalism issues

Misconduct impacting revenue operations

Support corrective action processes including counselling, PIPs, and terminations.

Stakeholder & Leadership Advisory

Partner with Operations Heads, and Compliance teams.

Coach frontline leaders on conflict resolution, documentation, and handling grievance conversations.

Identify ER hotspots within departments and recommend preventive strategies.

Engagement, Culture & Workforce Stability

Support initiatives aimed at:

Reducing attrition in high-volume functions like patient access or AR

Improving morale among RCM teams

Enhancing communication between shifts and cross-functional teams

Participate in culture-building, rewards programs, and engagement surveys.

Training & Capability Building

Deliver training on:

Workplace conduct & behavior

Respectful workplace & anti-harassment

HIPAA awareness for non-clinical staff

Documentation & record-keeping best practices

Conflict management for supervisors





Build leader capability to handle ER issues independently and confidently.

Data & Insights

Maintain ER dashboards with trends from:

Attendance & lateness

RCM productivity-linked escalations

Grievances and engagement feedback

Provide insights to leadership on risk areas and recommend targeted interventions.

Qualifications & Experience

Required:

Bachelor’s degree in HR, Business, Healthcare Administration, or related field.

8–10 years of HR experience, with at least 3–5 years in healthcare or RCM sector.

Solid experience in ER investigations, including compliance-related and conduct issues.

Working knowledge of HIPAA, patient rights, and healthcare workplace norms.

Preferred:

HR certifications (SHRM-CP/SCP, PHR/SPHR).

Experience in healthcare RCM companies.

Exposure to healthcare audits or accreditation processes (NABH/JCI)

Skills & Competencies

Excellent communication and stakeholder management.

High integrity, confidentiality, and sound judgment.

Knowledge of healthcare compliance frameworks and RCM metrics.

Strong investigative and documentation skills.

Ability to manage high-stress, emotionally sensitive situations.

Analytical mindset for ER dashboards and trend analysis.

Success Measures (KPIs)

Timely closure of ER cases

Reduction in repeated or department-specific ER triggers

Compliance adherence (HIPAA, labour laws, accreditation standards)

Manager satisfaction with ER support

Improved employee engagement and reduction in attrition

Stability and productivity improvements in RCM teams

Large-Scale HR Operations: Proven experience managing HR in organizations of 1500-2000

📌 Senior Consultant - Employee Relations (Hyderabad)
🏢 Gloplax Solutions
📍 Hyderabad