Front Line Manager - Query Management RCM

Genpact; Dadri, Gurugram District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Genpact invites applications for the role of RCM (AR) – Query Management in Noida (work from office). Candidates must be willing to work 5 days from the office with a 6:00 AM IST shift start; you will own end‑to‑end Billing, AR Follow‑up, and Query Management, resolving complex queries and ensuring compliance.

We seek 8–10 years of AR experience in digital finance, strong healthcare RCM knowledge, and hands‑on ERP experience (SAP, Oracle, SUN System, Telis).

Qualifications

• 8–10 years of AR experience in digital finance operations.
• Strong healthcare RCM knowledge across AR, Billing, Denials and Payment Posting.

Responsibilities

• Own complex, aged, high‑impact, and escalated operational/client queries until closure.
• Perform trend analysis to identify recurring query themes, ownership gaps, upstream defects, and process‑control issues.
• Facilitate cross‑functional discussions with AR, Billing, Coding, Authorization, Payment Posting, Quality, and Client teams.
• Define and refine query categorization, routing, ownership, SLA, and documentation standards.
• Prepare bad debt provisions and maintain reserves & allowances.
• Coach Analysts on investigation approach, stakeholder updates, escalation notes, and closure quality.
• Prepare governance updates covering query volume, aging, SLA misses, repeat queries, and mitigation actions.
• Drive repeat‑query reduction through knowledge base updates, SOP improvements, and defect prevention actions.
• Support client‑facing discussions where query closure requires operational explanation or resolution planning.

Skills

AR Experience

Healthcare RCM

ERP Knowledge

Escalation Management

Analytical Skills

Mentoring

Excel Reporting

Governance & SOPs

Stakeholder Communication

Client-facing Coordination

Tools

SAP

Oracle

SUN System

Telis

Excel

Job description

Ready to shape the future of work?

At Genpact, we don't just adapt to change we drive it. AI and digital innovation are redefining industries, and were leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how were scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team thats shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting‑edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today.

Inviting applications for the role of RCM (AR) – Query Management

Work location – Noida (work from office)

Shift – Candidates must be willing to work 5 days from the office, with a 6:00 AM IST shift start

We are seeking a detail‑oriented and proactive Account Receivable Management (RCM) Manager to own and execute end‑to‑end management of Billing, Customer MDM, AR Follow‑up & Collections, Denials Management and Query Management. In this dynamic role, you will manage follow‑up and resolution of outstanding claims with insurance payers and period‑end reporting while ensuring accuracy and compliance. You will leverage strong analytical skills to investigate open balance. The ideal candidate possesses deep, hands‑on experience with RCM.

• Query Management

Responsible for managing complex and escalated queries, driving root cause analysis, improving query workflows, supporting governance, and mentoring Analysts for consistent query handling.

Responsibilities

• Own complex, aged, high‑impact, and escalated operational/client queries until closure.
• Perform trend analysis to identify recurring query themes, ownership gaps, upstream defects, and process‑control issues.
• Facilitate cross‑functional discussions with AR, Billing, Coding, Authorization, Payment Posting, Quality, and Client teams.
• Define and refine query categorization, routing, ownership, SLA, and documentation standards.
• Prepare bad debt provisions and maintain reserves & allowances.
• Coach Analysts on investigation approach, stakeholder updates, escalation notes, and closure quality.
• Prepare governance updates covering query volume, aging, SLA misses, repeat queries, and mitigation actions.
• Drive repeat‑query reduction through knowledge base updates, SOP improvements, and defect prevention actions.
• Support client‑facing discussions where query closure requires operational explanation or resolution planning.

Minimum Qualifications

• 8-10 years of AR experience with digital finance operations.

Preferred Qualifications / Skills

• Strong healthcare RCM functional knowledge across AR, Billing, Denials, Payment Posting, and operational governance.
• Experience working with ERP platforms such as SAP, Oracle, SUN System, Telis or similar enterprise systems.
• Escalation management, stakeholder communication, and client‑facing coordination capability.
• Strong analytical skills with ability to convert query data into root cause and improvement actions.
• Ability to mentor junior resources and maintain consistent quality standards.
• Experience with workflow/ticketing tools, Excel reporting, dashboards, and SOP governance preferred.
• Monitor Overall Process Quality through the management of End‑to‑End Metrics for their respective processes.
• Identify and Manage process risks through a dedicated framework and tracking system that the process owner needs to define.
• Ensure availability and regular update of training materials covering process and systems.

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career — Get hands‑on experience, mentorship, and continuous learning opportunities
• Work with the best – Join 140,000+ bold thinkers and problem‑solvers who push boundaries every day
• Thrive in a values‑driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.