Associate Director - RCM (QC)

Essential duties & responsibilities

• Develop and implement a comprehensive quality strategy aligned with the organization's vision and goal.
• Design, embed and oversee quality assurance frameworks, policies, and procedures to meet internal and external customer expectations.
• Collaborate with cross-functional teams to identify and address quality gaps in processes, products, and services.
• Conduct and lead gaps & needs analysis and training assessment; contribute and participate in all growth and improvement initiatives.
• Drive calibration sessions to align teams with quality standards and client expectations.
• Conduct coaching and mentoring sessions to engage with broader employee base to help build a Quality organization.
• Oversee the meeting of financial and performance goals and the aligning of training programs across all sites.
• Monitor and ensure customer satisfaction metrics consistently meet or exceed targets.
• Leverage technology to enhance quality monitoring, reporting, and improvement processes.
• Identify and implement automation tools to streamline QA activities.
• Proactively identify potential quality risks and implement corrective actions.
• Develop a reporting package that outlines the focus, successes and Quality Initiative

Key success measures

• Customer SLAs, Customer Satisfaction (Quality issues identified by client).
• People Team Engagement, Team attrition, Performance Management,.
• Operational Defect Rate. Cost of Poor Quality and Implementation of Quality tools (Process & Technology). Financial Budget adherence, Cost Savings

Skills & Experience

• Minimum Bachelors degree in Business, Operations, Quality Management, or a related field. Masters degree preferred. Minimum of 10 years in quality assurance, with at least 5 years in a senior leadership role, preferably from the RCM industry with deep exposure to provider- Side of the business.
• Lean Six Sigma Green Belt Certified, Black Belt Certification, or equivalent is a plus.
• Must be able to conceptualize problems, identify solutions and communicate plans in a succinct manner.
• Has an innate ability to influence cross-functional team members, demonstrate a drive for results, is detail-oriented & a quick-learner, exudes positive confidence & builds trust.