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.