Operations Delivery Leader

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation and workflow orchestration.

With over 30,000 employees globally and a robust presence in India, comprising over 17,000 employees across Delhi NCR, Hyderabad, Bangalore, and Chennai, we foster an inclusive culture where every team member feels valued and empowered. Our mission is to transform the healthcare industry by driving efficiency for healthcare systems, hospitals, and physician practices, continuously striving to make healthcare work better for everyone.

Position Title:

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Location:

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Responsibilities:

• Lead a team of operations (Span of ~200-300) for multiple LOB’s (Follow-Up, Billing).
• Oversee and ensure quality, timely delivery of projects or services to clients.
• Act as the primary point of contact for client deliverables, building strong partnerships and trust with onshore teams
• Monitor and report on agreed client metrics—such as SLA adherence, client satisfaction scores, and issue resolution times. Drive KLA’s & NPS score
• Develop and implement strategies for continuous improvement in client experience and project delivery.
• Proactively address escalations and risks, providing rapid solutions to client concerns.
• Align internal teams with client expectations, balancing resource capabilities and project requirements.
• Conduct regular client meetings to review delivery performance and gather feedback.
• Mentor and guide delivery teams to achieve high performance and process maturity.
• Identify and execute opportunities for service improvement and business growth.
• In this role you are required to identify Process Improvement opportunities
• Support the Automation initiatives from a co-ordination & post implementation standpoint
• Manage portfolio of improvement / reengineering projects for the backend services
• Driving employee engagement and associated scores.
• Establish and monitor key performance indicators (KPIs) to measure success and ensure efficiency.
• Streamline operations to reduce costs, improve productivity, and enhance customer satisfaction.
• Identify cost-saving opportunities without compromising quality or service delivery.
• Address and resolve challenges efficiently while minimizing disruptions.

Pre- Requisite:

• 16-20 years of experience in end-to-end RCM including AR follow up, billing, cash posting, credit in Acute / Hospital Billing.
• 10 years of people management experience is preferred.
• Should have excellent RCM domain knowledge.

Skills Required:

• Strategic thinking and problem-solving skills.
• Ability to thrive in a fast-paced, dynamic environment.

Advanced client/onshore relationship management and communication skills

• Proficiency in project and service delivery management, including planning and governance
• Strong analytical skills—capable of interpreting performance data and KPIs.
• Strategic thinking with demonstrated problem-solving ability.
• Attention to detail and ability to manage multiple priorities at once.
• Confidence, patience, and proactive approach in handling client challenges