Manage day-to-day delivery for an assigned process portfolio, ensuring capacity, productivity, quality, customer commitments and people management remain controlled.
Key Responsibilities
- Own daily and weekly operating performance across assigned teams.
- Convert volume forecasts into staffing, schedule and workload plans with WFM.
- Coach team leads and SMEs; review productivity, quality, aging and exception trends.
- Manage escalations, corrective actions and root-cause closure.
- Ensure SOP, control and system changes are implemented consistently.
- Support hiring calibration, training, certification, nesting and wave readiness.
Must-Have Experience and Skills
- Hands-on leadership in AR, intake, CMN/PAR, payment posting or adjacent US RCM processes.
- Robust operational analytics and Excel/reporting skills.
- Experience managing US shifts, escalations and distributed stakeholders.
- Ability to distinguish knowledge, process, system and performance issues.
Preferred Experience
- Exposure to DME/HME workflows and payer portals.
- Lean, Six Sigma or structured problem-solving practice.