Position: Associate Vice President - Quality Grade: 6 Reporting To: Vice President - Quality Designations Reporting To This Role:Director Department: RCM Quality Location: Chennai Profile Description: The role is responsible for ensuring total quality management of all Revenue Cycle Services for the client(s) to which he/she is aligned. This role shall also build a robust culture of operational excellence across the associates in the assigned clients.

Key Responsibilities: Process: Actively re-shape the role of the quality measurement and management team away from “checking and inspecting” towards a much more root cause-based approach of error reduction and elimination (“get it right the first time”); focus most of quality staff energies on preventing errors by resource/process/incentive/technology improvement Develop and deploy a best in class Service Quality framework to drive higher performance on key business metrics in revenue cycle management Ensure standardization of Service Quality practices across the projects to drive measurable, repeatable and predictable operations Manage, oversee and support Internal Staff Development, Quality Management and Organization Development Promoting and Drive a culture of Quality Achievement and Performance Improvement throughout the Assigned Accounts Enabling strong Data Driven Organization Model Deployment of continuous improvement activities through Kaizen and Six Sigma Methodologies Effectively interact with Delivery Teams to maintain process adherence and help bringing improvements Working with training, hiring and transition Teams to establish input quality requirements Formulate and manage the development and implementation of Quality Goals. Setting QA Compliance objectives and ensuring targets are achieved Assessing the service delivery quality against customer requirements Agreeing standards and establishing clearly defined quality methods for staff to apply Liaising with customers,



auditors and internal delivery stakeholders to ensure the execution of corrective action compliance with customers specifications Establishing standards of service for customers or clients Conducting increasingly sophisticated analytics to drive performance and recommend process improvements and controls to improve service delivery.

People: Create an exciting career journey for high potential and excited quality professionals Establish best practices for measurement and management of quality and delivery of Margin Services Responsible for making quality a core part of everyone's daily job. Constantly improving the quality of services via performance improvement, technology, training and upskilling and other methods. Responsible for the Engagement, Development & Management of the Portfolio Leaders Drive employee engagement initiatives and optimize attrition levels in the team Client: Work closely with Ops ADL and Vertical Leaders with a goal to institutionalize quality and process improvement mindset in the Margin Organization Work with clients closely to establish quality framework for the account Act as a single point of contact for all quality related conversations with the client Assume end to end ownership of managing all quality related escalations from the client Present Quality insights to the client on a periodic basis Financial: Ensuring the highest possible delivery quality at the lowest total cost of ownership.

In other words, optimize the cost of quality for the account.



Report out all process deviations and process control lapses to quality and operations leadership to ensure high quality of outcome as seen by the client Qualifications: Graduate in any stream is a must Graduate in Engineering / Post Graduation in Statistics / Mathematics would be preferred MBA / Masters’ Graduate; healthcare background/degree an additional plus Role Prerequisites: Minimum 15+ years and above experience in AR, PP, Billing OR EV/BV would be preferred which includes a minimum 12+ years of experience in quality assurance and process improvement.

Experience of measuring, managing and improving quality in a ‘knowledge industry’ setting – (e.g. KPO, other knowledge-based settings) would be preferred.

Experience in working in a hyper-growth environment and ability to deliver solutions through structured problem solving.

Six Sigma Black

Belt OR Master Black Belt certification would be preferred.

Functional Competencies: Knowledge of the US healthcare industry would be preferred Knowledge and deep expertise in evaluating workflows, understanding operations and establishing clear quality performance goals and targets. Exceptional know-how of strategic Lean/TPS skills and strong analytical/solutioning capabilities Good Feedback and Coaching Skills Good Interpersonal & Communication Skills Detail Orientation Excellent stakeholder management skills - ability to interact with senior leadership/clients and manage expectations effectively Ability to handle global or multi-location teams and customer projects. Ability to deliver high impact amid complexity, ambiguity and competing priorities independently Consultative Skills Dealing with Ambiguity Behavioural Competencies: Individual: Accountability Achievement Orientation Business: Business Acumen Decision Making Customer: Customer Centricity Building and Leveraging Relationships People: Developing Others Impact & Influence Leading Change

📌 Associate Vice President (Chennai)
🏢 IKS Health
📍 Chennai