Head of Delivery – Healthcare RCM BPO, AI-Enabled

Role Overview

• Oversee end-to-end delivery across all RCM towers: Patient Access, Medical Coding, Charge Capture, Billing, AR, Denials, Cash Posting, and Provider Helpdesk.
• Lead high-performance operations across multi-site, multi-client delivery centers.
• Build scalable operational frameworks supporting rapid growth, high productivity, and cost efficiency.
• Establish and manage SLAs, KPIs, quality metrics, and performance governance across all accounts.
• Champion the adoption of AI, ML, GenAI, NLP, OCR, RPA, and workflow automation for RCM processes.
• Evaluate and deploy AI-enabled RCM platforms for denial prediction, coding automation, AR optimization, and intelligent document processing.
• Partner with data and engineering teams to implement dashboards, process mining, and predictive analytics.
• Drive continuous automation to reduce manual effort, accelerate turnaround times, and improve margins.
• Act as the senior delivery leader for enterprise healthcare clients including provider groups, MSOs, ASCs, hospitals, and payers.
• Ensure delivery excellence resulting in high NPS, retention, and revenue expansion.
• Collaborate with account management and sales to support renewals, expansions, and new solution offerings.
• Lead executive-level reviews, QBRs, and performance discussions with C-level stakeholders.
• Ensure adherence to HIPAA, CMS, coding guidelines, and payer compliance standards.
• Establish quality frameworks that meet regulatory and client expectations.
• Mitigate operational risks through strong controls, governance, and audit readiness.
• Drive certification programs (AAPC, AHIMA, CHFP) for staff.
• Lead large cross-functional teams including delivery, quality, training, and workforce management.
• Build leadership layers such as operations managers, senior managers, and process leads.
• Drive workforce planning, utilization, productivity improvement, and talent development.
• Promote a culture of accountability, learning, and innovation.

Requirements

• 10+ years of experience in Healthcare RCM BPO operations with at least 3+ years in a delivery leadership role.
• Deep expertise across the full RCM lifecycle and strong understanding of US healthcare provider and payer ecosystems.
• Proven experience scaling 100–500+ FTE delivery operations across multiple clients.
• Strong background implementing AI/ML, automation, digital workflows, and analytics in RCM operations.
• Expertise in SLA management, lean/automation-driven improvements, and delivery governance.
• Experience managing P&L, operational budgets, margins, and account growth.
• Strong executive communication and client-facing leadership capability.
• Deep understanding of HIPAA, PHI, coding compliance, and industry standards.

Tech Stack

• RPA

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development