DGM - RCM (Revenue Cycle Management)

Huron; Bengaluru; On-site; INR 3,500,000 - 5,200,000; Full time

Job summary

Huron in Bengaluru seeks a Deputy General Manager to lead the transition, implementation, and operation of US Healthcare RCM AR projects. You will drive service delivery against SLAs, KPIs, and quality standards while ensuring client satisfaction and operational efficiency.

The role requires 16+ years in US Healthcare RCM with AR, a proven leadership record, and strong P&L and stakeholder management skills.

Qualifications

• Requires 16+ years of US Healthcare RCM experience with AR operations.
• Strong leadership/management background in Healthcare BPO/BPM.
• Deep understanding of SLAs, KPIs, and quality metrics.
• Proven ability to manage large teams and drive performance.

Responsibilities

• Lead end-to-end transition activities with planning and reporting.
• Oversee operations to meet defined workflows and quality standards.
• Manage client relationships and stakeholder escalations.
• Drive financial performance through cost optimization and productivity.
• Develop leadership pipeline and manage talent across teams.

Skills

Leadership

Stakeholder management

Communication

Lean Six Sigma

Project management

P&L management

Tools

MS Office

Job description

The Deputy General Manager (DGM) will be responsible for the successful transition, implementation, and operational management of assigned projects within the Healthcare Revenue Cycle Management (RCM) domain, with a primary focus on Accounts Receivable (AR).

The role involves end-to-end project and transition management, operational excellence, financial performance, client relationship management, and people leadership. The incumbent will drive service delivery in alignment with contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and business objectives while ensuring high customer satisfaction and operational efficiency.

Key Responsibilities:

1. Client Relationship & Domain Management

• Maintain a strong understanding of the US Healthcare industry, particularly Revenue Cycle Management (RCM) and Accounts Receivable (AR) processes.
• Manage client relationships and coordinate with stakeholders on operational performance, process updates, and escalations.
• Ensure adherence to contractual SLAs, KPIs, regulatory requirements, and applicable healthcare industry standards.
• Act as the primary point of contact for client-related operational matters and ensure timely resolution of concerns.
• Develop and maintain strong domain knowledge across the team.

2. Financial & Business Management

• Manage the overall Profit and Loss (P&L) for the assigned process.
• Drive financial performance through effective cost management, resource utilization, and productivity improvements.
• Implement quality improvement initiatives to minimize operational errors and avoid SLA-related penalties.
• Monitor financial and operational metrics to ensure achievement of business targets.

3. People & Team Management

• Lead, manage, and develop large operational teams, ensuring effective workforce management and performance.
• Drive employee engagement and attrition management initiatives.
• Conduct performance reviews, appraisals, and individual development discussions.
• Identify training needs and develop action plans to improve employee performance.
• Handle employee grievances, disciplinary matters, and administrative issues.
• Build a strong leadership pipeline by mentoring and developing future leaders.
• Ensure adequate skill inventory and domain expertise within the team.

4. Operational Excellence & Process Management

• Oversee day-to-day operations and ensure adherence to defined process workflows and quality standards.
• Monitor operational performance, productivity, accuracy, and service delivery metrics.
• Drive continuous improvement initiatives using Lean and Six Sigma methodologies.
• Identify opportunities to improve process efficiency, quality, and productivity.
• Ensure timely preparation and submission of MIS reports and management dashboards.
• Monitor process performance and implement corrective and preventive action plans.
• Coordinate with internal support functions, including HR Administration IT/TSG Quality Assurance, Finance.
• Manage operational risks, escalations, and transition-related challenges.
• Provide regular updates to senior management.

5. Project Transition & Governance

• Lead end-to-end transition activities, including project initiation, planning, implementation, tracking, and reporting.
• Ensure successful project transitions within agreed timelines and defined quality parameters.
• Identify project risks, develop mitigation strategies, and ensure timely resolution of transition challenges.
• Establish project governance frameworks, performance tracking mechanisms, and reporting processes.
• Ensure effective coordination between internal stakeholders and clients throughout the transition lifecycle.
• Minimum 16+ years of overall experience in US Healthcare RCM, specifically in Accounts Receivable (AR) operations, with a strong background in quality management. Must have experience in a leadership/management role.
• Strong understanding of US Healthcare RCM, particularly Accounts Receivable (AR) operations.
• Proven experience in managing large teams within the Healthcare BPO / BPM industry.
• Strong knowledge of operational P&L management, financial metrics, and cost optimization.
• Excellent understanding of SLAs, KPIs, quality metrics, and productivity parameters.
• Strong client management, stakeholder management, and escalation-handling skills.
• Experience in project transitions, process management, and operational delivery.
• Knowledge of Lean, Six Sigma, and continuous improvement methodologies.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent verbal and written communication skills.
• Proficiency in MS Office and other standard business applications.
• Ability to manage diverse teams and adapt to changing business requirements.