Position overview The Senior Manager / Associate Director- Patient Financial Services is responsible for leading and managing large-scale patient financial services and customer contact centre operations, ensuring service excellence, operational efficiency, stakeholder satisfaction, and achievement of business objectives.

The role will oversee multiple teams and leaders, drive operational performance, foster a high-performance culture, and lead continuous improvement initiatives. The incumbent will work closely with senior leadership and cross-functional stakeholders to ensure delivery excellence, compliance, workforce optimization, and superior patient experience.

Essential duties & responsibilities

- Lead and manage end-to-end Patient Financial Services operations, ensuring achievement of productivity, quality, service level, and customer satisfaction targets.
- Drive operational excellence through effective performance management, workforce planning, resource optimization, and continuous process improvement.
- Lead, coach, and develop Associate Managers, Team Leads, and frontline teams while fostering a high-performance and engagement-driven culture.
- Monitor key operational metrics, analyze performance trends, identify improvement opportunities, and implement corrective action plans.
- Act as the primary escalation point for critical operational, patient, and stakeholder concerns, ensuring timely and effective resolution.
- Partner with cross-functional stakeholders to improve service delivery, enhance patient experience, and achieve business objectives.
- Drive quality, compliance, governance, and adherence to organizational, client, and regulatory requirements.
- Lead transformation, automation, and process improvement initiatives to improve efficiency, productivity, and operational outcomes.
- Prepare and present business reviews, performance updates,



and strategic recommendations to senior leadership.
- Ensure effective succession planning, talent development, and retention of key talent across the function.

Key success measures

- Achievement of Service Level, AHT, FCR, Quality, Productivity, and Customer Satisfaction targets.
- Improvement in operational efficiency and service quality.
- Effective stakeholder management and issue resolution.
- Robust employee engagement and retention.
- Successful execution of process improvement initiatives.
- Compliance with organizational and client requirements.
- Achievement of business and operational goals.

Education

- Bachelor's / Masters Degree required.

Experience

- 8+ years of experience in large-scale customer service, contact centre, international voice, accounts receivable, collections, healthcare operations, or similar service delivery environments, with a proven track record of leading high-performing teams and driving operational excellence.
- Minimum 4-5 years of leadership experience managing managers, team leads, or large operations teams.
- Experience managing customer-facing operations in a performance-driven environment.
- Demonstrated experience in stakeholder management, workforce planning, and service delivery management.
- Exposure to healthcare revenue cycle management, patient financial services, medical billing, healthcare support services, or insurance-related processes will be an advantage but is not mandatory.

Preferred Competencies

- Strong leadership, stakeholder management, and team development capabilities.
- Strong analytical, problem-solving, and decision-making skills.
- Experience driving operational performance and continuous improvement initiatives.
- Excellent communication and presentation skills.
- Proficiency in operational reporting, workforce management tools, contact centre technologies, and Microsoft Office Suite.

📌 Senior Manager / Associate Director - Patient Financial Services (Mumbai)
🏢 Health Prime Services
📍 Mumbai