Position: Associate Vice President - Quality

Grade: 6

Reporting To: Vice President - Quality

Designations Reporting To This Role: Director

Department: Margin

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 strong 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 solid 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- RCM- Quality (Chennai)
🏢 IKS Health
📍 Chennai