Company: iSource ITES Pvt. Ltd.

Department: Operations

Designation: Account Manager/ Sr Manager - Revenue Cycle Management (US Healthcare)

Location: Chennai, Velachery

Shift : Night

Reports To: CEO

Employment Type: Full-time

1. Role Overview

The Account Manager will be responsible for the complete end-to-end management of assigned US healthcare RCM accounts, ensuring operational excellence, client satisfaction, revenue performance, contractual compliance, team effectiveness, and long-term client relationships. The role requires strong expertise in US healthcare revenue cycle management, including Medical Billing, Medical Coding, and Accounts Receivable (AR), along with proven experience managing multiple client accounts and projects under collection-based, rate-based, and project-based AR recovery commercial models.

The ideal candidate must combine operational leadership, commercial acumen, financial awareness, client negotiation, stakeholder management, and people leadership to deliver measurable business outcomes while maintaining a positive, professional, and performance-oriented work environment.

1. Key Responsibilities

A. End-to-End Account Management
- Take complete ownership and accountability for the operational, financial, and client relationship outcomes of all assigned accounts.
- Manage multiple US healthcare practices, physician groups, and RCM projects simultaneously.
- Oversee end-to-end service delivery across Medical Billing, Medical Coding, AR follow-up, denial management, payment posting, and other contracted RCM functions.
- Monitor account health, client satisfaction, operational efficiency, collection performance, resource utilization, and profitability.
- Identify service gaps, revenue leakage, delivery risks, and improvement opportunities, implementing corrective actions.
- Develop account-specific plans to improve collections, productivity, quality, turnaround time, and client retention.

B. Client Relationship & Stakeholder Management
- Build and maintain robust professional relationships with US healthcare providers, practice administrators, clients, and other key stakeholders.
- Serve as the primary point of contact for assigned accounts, ensuring timely communication, issue resolution, and effective escalation management.
- Conduct regular client review meetings and business reviews supported by accurate MIS and performance reports.
- Understand client business priorities, operational expectations, contractual obligations, and practice-specific requirements.
- Proactively communicate performance trends, risks, service improvements, and corrective action plans.
- Establish long-term client partnerships through transparency, accountability, trust, and consistent service delivery.

C. Client Negotiation & Commercial Management
- Effectively negotiate with clients regarding service expectations, SLAs, productivity, staffing requirements, pricing, scope changes, and additional services.
- Balance client expectations with operational feasibility, contractual obligations, available resources, and company profitability.
- Manage difficult client conversations professionally and develop mutually acceptable solutions.
- Support commercial discussions involving contract renewals, rate revisions, service expansions, and additional project requirements.
- Ensure client commitments are realistic, documented, and aligned with internal delivery capabilities.
- Escalate significant commercial risks, pricing disputes, and contractual changes to senior management when required.

D. Commercial Model Management Demonstrate strong practical knowledge and experience managing accounts under the following commercial models:

1. Collection-Based / Contingency Model

- Manage accounts where the RCM service fee is calculated as an agreed percentage of client collections.
- Monitor collections, AR ageing, denial trends, reimbursement performance, and revenue leakage.
- Understand the relationship between collections, operational productivity, staffing costs, service delivery, and account profitability.
- Develop strategies to improve collection performance and identify opportunities to reduce avoidable revenue loss.
- Ensure operational commitments, client expectations, and commercial arrangements remain aligned.

2. Rate-Based Commercial Model

- Manage accounts operating under agreed service rates, including per-claim, per-transaction, fixed-rate, or other contracted pricing structures.
- Monitor service volumes, productivity, quality, turnaround time, and delivery costs against agreed commercial terms.
- Ensure that contracted scope, pricing, and resource requirements are aligned with actual operational demands.
- Identify opportunities to improve delivery efficiency, manage additional scope, and protect account margins.
- Support negotiations relating to rate revisions, increased volumes, additional services, and changes in client requirements.

3.



Project-Based AR Recovery

- Manage project-based engagements focused on aged AR recovery, unpaid claims, denial resolution, underpayments, and outstanding insurance receivables.
- Develop recovery strategies based on AR ageing, payer, denial reason, claim value, timely filing limits, and recovery potential.
- Establish project timelines, recovery targets, productivity benchmarks, and reporting mechanisms.
- Monitor recovered amounts, recovery rates, claim resolution, and project-level performance against agreed targets.
- Coordinate AR teams, Team Leads, and relevant stakeholders to achieve recovery objectives.
- Provide transparent progress reports, identify client-dependent issues, and escalate cases requiring intervention.
- Track project performance against agreed commercial terms and recommend project extensions, closure, or additional recovery opportunities.

E. Operational Leadership Billing, Coding & AR
- Lead and coordinate Billing, Medical Coding, and AR teams assigned to managed accounts.
- Work closely with Team Leads, SMEs, Quality, Training, and Operations Managers to achieve account-level objectives.
- Monitor productivity, quality, denial rates, AR ageing, collections, turnaround time, and other relevant operational metrics.
- Ensure appropriate work allocation, capacity planning, staffing, cross-training, and resource utilization across projects.
- Review operational reports and identify root causes of performance gaps.
- Drive process improvements, SOP adherence, automation opportunities, and operational standardization.
- Ensure smooth client onboarding, transitions, scope changes, and account stabilization.

F. KPI, KRA & Performance Management
- Develop and implement measurable KPIs and KRAs for assigned accounts and their Billing, Coding, and AR teams.
- Align team and individual performance objectives with client SLAs, contractual obligations, commercial models, and organizational goals.
- Establish clear expectations for Team Leads, SMEs, and individual contributors.
- Conduct periodic performance reviews using data-driven analysis and documented outcomes.
- Identify underperformance, implement corrective action plans, and monitor improvements.
- Promote accountability, ownership, productivity, quality, and continuous improvement.
- Ensure performance reports and management dashboards are accurate and submitted on time.

G. SLA, Quality & Compliance Management
- Ensure consistent achievement of client-specific SLAs, turnaround times, quality benchmarks, and contractual commitments.
- Establish effective SLA tracking, breach monitoring, and escalation mechanisms.
- Track recurring errors, client complaints, operational bottlenecks, and service delivery failures.
- Conduct root-cause analysis and implement corrective and preventive actions.
- Ensure adherence to client SOPs, internal policies, HIPAA requirements, and applicable US healthcare data privacy and security standards.
- Maintain appropriate documentation and audit readiness across managed accounts.
- Escalate critical compliance concerns, contractual risks, and recurring SLA failures to senior management.

H. Team Building & Employee Leadership
- Build, develop, and retain capable, accountable, and performance-oriented teams.
- Maintain a positive, fair, respectful, and professional approach toward all employees.
- Promote teamwork, collaboration, transparent communication, and constructive problem-solving.
- Coach Team Leads and emerging leaders to improve operational and people-management capabilities.
- Address employee concerns professionally and collaborate with HR and operations leadership when necessary.
- Maintain discipline, ownership, and accountability while respecting employee dignity.
- Recognize strong performance, address capability gaps, and support continuous learning and development.
- Balance client commitments, employee well-being, and organizational business objectives.

I. Internal Stakeholder Collaboration
- Build strong working relationships with senior management, Operations, HR, Quality, Training, Finance, IT, Automation, and other support functions.
- Coordinate with Finance and Operations to review account revenue, resource costs, commercial performance, and profitability.
- Participate in client onboarding, transition planning, process reviews, budgeting, and business planning.
- Provide timely updates on account performance, staffing requirements, client feedback, risks, and improvement initiatives.




- Ensure alignment between client expectations and internal delivery capabilities.

1. Key Performance Indicators (KPIs)

Performance will be evaluated against account-specific targets, contractual commitments, and relevant business outcomes, including:
- Compliance with agreed service-level commitments.
- Client feedback, relationship health, escalation resolution, and account continuity.
- Achievement against applicable collection targets and agreed benchmarks.
- Recovery value, recovery rate, aged AR resolution, and project target achievement.
- Billing and coding accuracy, audit scores, and reduction in recurring errors.
- Achievement of account-specific production targets and turnaround times.
- Compliance with contracted pricing, scope, and commercial terms.
- Revenue realization, delivery costs, resource utilization, and margin performance.
- Performance against established individual and team targets.
- Timely resolution and prevention of recurring service failures.
- Employee engagement, capability development, and leadership effectiveness.
- Measurable operational improvements and efficiency gains.

Final KPI weightages and targets will be defined according to assigned accounts, commercial arrangements, contractual SLAs, and business priorities.
1. Required Qualifications & Experience

- Bachelor's degree in Business Administration, Healthcare Management, Commerce, or a related discipline.
- Typically 1015 years of experience in US healthcare RCM, Medical Billing, Medical Coding, or AR operations, with substantial experience in account or operations management.
- Proven experience managing multiple US healthcare client accounts or RCM projects simultaneously.
- Strong practical knowledge of collection-based / contingency RCM commercial models and rate-based contracts.
- Experience managing project-based AR recovery, aged receivables, denial resolution, and outstanding claims.
- Experience coordinating Billing, Coding, and AR teams through Team Leads or operational supervisors.
- Demonstrated ability to develop KPIs, KRAs, performance dashboards, and SLA monitoring mechanisms.
- Strong client-facing experience in business reviews, negotiations, escalation management, and expectation setting.
- Understanding of account-level revenue realization, operational costing, resource utilization, and profitability.
- Strong analytical, communication, problem-solving, leadership, and decision-making skills.
- Proficiency in Excel, operational MIS, reporting tools, and relevant RCM platforms.

1. Essential Competencies

- End-to-End Ownership: Takes responsibility for the complete performance of assigned accounts.
- Commercial Acumen: Understands collections, pricing structures, project economics, delivery costs, and profitability.
- Client Relationship Management: Builds trust and maintains effective long-term client partnerships.
- Negotiation & Conflict Resolution: Handles difficult discussions with confidence, professionalism, and sound judgment.
- Operational Leadership: Coordinates Billing, Coding, and AR functions to achieve account objectives.
- Analytical Thinking: Uses data and root-cause analysis to improve financial and operational performance.
- People Leadership: Builds strong teams, develops leaders, and maintains a respectful work environment.
- Professional Integrity: Demonstrates fairness, transparency, accountability, and a constructive approach toward the company, employees, and clients.
- Execution Excellence: Converts business objectives into measurable action plans and results.

1. Preferred Experience

- Experience managing individual US physicians, small physician groups, and specialty clinic accounts.
- Exposure to multiple client commercial models, particularly contingency-based RCM and rate-based engagements.
- Experience handling project-based AR recovery and aged AR cleanup initiatives.
- Experience with client onboarding, transitions, process migration, and account stabilization.
- Exposure to account-level budgeting, revenue forecasting, commercial negotiations, and profitability reviews.
- Experience identifying account expansion opportunities and supporting client retention.

1. Role Expectations

The Account Manager will serve as the single point of accountability for the complete end-to-end performance of assigned accounts, including client relationships, Billing, Coding, AR operations, team performance, SLAs, quality, commercial outcomes, and profitability. Success in this position requires the ability to manage multiple small and mid-sized US healthcare practices, deliver consistent client satisfaction, improve collections and operational performance, execute successful AR recovery projects, maintain commercially sustainable accounts, and develop high-performing teams.

The incumbent must balance client expectations, employee well-being, operational feasibility, and company business interests while maintaining the highest standards of professionalism, ownership, and accountability.

📌 Account Manager / Sr Manager - Revenue Cycle Management (Chennai)
🏢 iSource IT Enabled Services
📍 Chennai