Director / Sr. Director - Operations - Medical Coding

Omega Healthcare; Chennai, Bengaluru; On-site; INR 2,500,000 - 5,000,000; Full time

Job summary

Omega Healthcare in Chennai, India, seeks a senior operations leader responsible for end-to-end P&L/EBITDA, customer satisfaction, and motivating the operations team to deliver exceptional service. You will manage accounts, drive performance, and ensure operational excellence across client sites.

The role requires extensive people management experience, with a track record in multispeciality healthcare operations and strong client communication.

Qualifications

• Min of 20 Yrs of Professional and Relevant Experience; 10 Yrs in People and Project Management.
• Experience in multispeciality coding from Facility/Hospital side preferred.
• Forecasting P&L location- and client-wise; strong client relationship skills.

Responsibilities

• Oversee P&L / EBITDA, customer satisfaction and leadership of the operations team.
• Drive service delivery, client interaction and seamless operations across accounts.
• Lead performance reviews and manage attendance and shrinkage controls.
• Develop SOPs and ensure compliance with policies, ISMS/QMS standards.
• Participate in client calls, management and department meetings; liaison with cross-functional areas.
• Monitor SLAs and ensure timely escalation handling and action planning.

Skills

P&L management

Leadership

People management

Operations management

Client relationship management

Audits & compliance

Strategic planning

Job description

This position is responsible for overall P&L / EBITDA / Customer Satisfaction / Leadership & motivating the operations team with accountability for service delivery and customer interaction to ensure seamless delivery.

Responsibility Areas:

1. Financial responsibility for each customer account assigned to the LOB & Ensures Financial Success.
2. Manage high Customer Satisfaction Level
3. Improve Accounts/Teams Performance Motivate team to achieve desired Quality and Production targets
4. Conduct performance appraisals for Associate Director, General Managers, Delivery Managers, Assistant Managers and Team Leaders.
5. Responsible for attendance and shrinkage control across client team.
6. Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures
7. Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes Transition Management
8. Participate in and contribute to client conference calls, management meetings and department meetings
9. To liaison with other areas of the company affecting successful operations
10. Maintain the efficiency level
11. Measures target achievements, skills at man-management, P&L / EBITDA / Customer Satisfaction / Leadership
12. Responsible for the overall adherence of Operational SLAs. Ensure that the teams adherence to QMS and ISMS standards.

Desired profile:

• Possess sound knowledge of all the process.
• Min of 20 Yrs of Professional and Relevant Experience & 10 Yrs of People Management & Project Management Experience.
• Experience in Multispeciality coding from Facility / Hospital side preferably.
• Work through the initial period of pilot testing and establish firm communication channels with the client for all types of escalations Account management and Client relationship management.
• Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations.
• Should Identify training needs and arrange for training, re-training and cross training, as required Delivery Managers and Team Leads to implement corrective action as required
• Conducts a monthly business review meeting with the client and ensures the resolution of all issues to the satisfaction of the clients
• Works out the impact of the requests and the requirements of the client in terms of time, effort and resource cost and makes appropriate decision based on the context
• Should be capable in forecasting the P&L (Location & Client Wise).