General Manager - RCM

Neolytix; Gurugram District; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

NEOLYTIX is seeking a General Manager, Operations in Gurugram (onsite) to own end-to-end delivery for RCM and Credentialing. You will drive SLAs, client satisfaction, and team capability, reporting to the CEO & COO.

You will lead Operations Managers, Team Leads, and frontline staff across both service lines, owning the P&L, capacity planning, and continuous improvement initiatives across India delivery.

Qualifications

• MBA / PGDM or equivalent postgraduate degree is mandatory.
• 16–20 years in US healthcare revenue cycle management.
• 5+ years in a senior leadership role heading multi-functional delivery teams of 100+ FTEs.
• Demonstrated experience leading Credentialing operations at scale: enrollment, re-credentialing, CAQH, payor workflows.
• Proven P&L ownership: cost-to-serve management and delivery margin.

Responsibilities

• Delivery & SLA Ownership across RCM sub-functions and Credentialing operations.
• Own India delivery P&L and capacity planning for RCM and Credentialing.
• Lead client engagement, quarterly business reviews, and escalation management.
• Coach and develop multi-tier teams across RCM and Credentialing; succession planning.
• Drive process excellence and technology adoption to improve throughput and reduce errors.
• Ensure HIPAA, CMS, and payer-specific compliance; maintain QA and audit readiness.

Skills

Leadership

RCM leadership

P&L ownership

Client-facing comms

Data-driven decisions

Education

MBA / PGDM or equivalent

Tools

AdvancedMD

Athenahealth

Kareo

Epic

Centricity

Job description

NEOLYTIX

General Manager, Operations

RCM | Credentialing | India Delivery Leadership

DEPARTMENT - Operations

EXPERIENCE - 16–20 Years

LOCATION - Gurugram (Onsite)

REPORTS INTO - CEO & COO

About the Role

The General Manager, Operations is Neolytix's senior-most delivery leader in India, accountable for the end-to-end performance of our RCM and Credentialing service lines. This is not a monitoring role. The GM owns the outcome: SLAs, quality, client satisfaction, team capability, and the P&L that sits behind every engagement.

Reporting to the COO and CEO, this seat carries direct authority over Operations Managers, Team Leads, and front-line specialists across both service lines. You will be the primary escalation authority for all delivery issues, the senior client-facing voice for operational matters, and the architect of how Neolytix's India delivery function scales.

If you have spent your career running large healthcare operations at a high standard, know what great RCM and Credentialing delivery looks like from the floor up, and are ready to own both the number and the team, this is the role.

Key Responsibilities

1. Delivery & SLA Ownership

Own end-to-end SLA performance across RCM sub-functions: AR follow-up, billing, payment posting, charge posting, and denial management.

Own Credentialing operations in full: provider enrollment, re-credentialing, CAQH maintenance, expirable tracking, and payer-specific workflows.

Drive the operating cadence: daily floor reviews, weekly performance dashboards, monthly COO reporting, and escalation resolution.

Serve as the senior escalation authority for all delivery issues across both service lines, with direct accountability for resolution timelines.

2. Capacity Planning & P&L

Own the India delivery P&L for RCM and Credentialing, managing cost-to-serve, billing realization, and margin targets.

Lead headcount planning, capacity modeling, and resource allocation aligned to client volume commitments and pipeline.

Partner with the COO on ramp-up plans for new client onboardings, covering hiring, training, and floor-readiness timelines.

3. Client Engagement & Retention

Act as the senior operational partner for key clients, building trusted and long-term relationships with client-side stakeholders.

Lead and contribute to Quarterly Business Reviews, performance reporting, and service expansion discussions.

Proactively surface delivery risks, drive resolution, and communicate transparently with client stakeholders before issues escalated.

4. People Leadership & Talent Development

Lead, coach, and develop a multi-tier team: Operations Managers, Team Leads, and front-line specialists across RCM and Credentialing.

Own succession planning, performance management cycles, and high-potential identification for the ops org.

Partner with Talent Management on hiring, onboarding, and retention strategies for RCM and Credentialing talent.

Build a performance culture grounded in accountability, continuous feedback, and professional growth.

5. Process Excellence & Technology

Drive continuous improvement across both service lines using structured problem-solving approaches.

Champion automation and technology adoption to improve throughput, reduce error rates, and lower cost-to-serve.

Own SOPs, process documentation, and audit readiness across RCM and Credentialing workflows.

Collaborate with analytics and technology teams to build performance visibility and reporting infrastructure.

6. Governance & Compliance

Ensure all operations remain compliant with HIPAA, CMS guidelines, and payer-specific requirements.

Own internal QA frameworks, audit processes, and remediation planning for both service lines.

Maintain documentation standards and escalation protocols that support SSAE-18 and SOC 2 readiness.

What You Bring

Must-Have

• Full-time MBA / PGDM or equivalent postgraduate degree. Non-negotiable.
• 16 to 20 years in US healthcare revenue cycle management, with at least 5 years in a senior leadership role heading multi-functional delivery teams of 100+ FTEs.
• Demonstrated experience leading Credentialing operations at scale: provider enrollment, re-credentialing, CAQH, and payer contracting workflows.
• Strong command of RCM workflows across the full cycle: AR follow-up, billing, payment posting, charge posting, and denial management.
• Prior experience in a BPO, MSO, or KPO environment serving US healthcare providers.
• Proven P&L ownership: cost-to-serve management, headcount planning, and capacity modeling in a delivery environment.
• Ability to build and read operational dashboards, interpret KPIs, and drive decisions from data.
• Excellent communication with the ability to engage C-suite clients and internal leadership with equal fluency.

Strong Preference

• Experience managing multi-geography delivery operations spanning India and Philippines.
• Familiarity with PM and EHR platforms: AdvancedMD, Athenahealth, Kareo, Epic, or Centricity.
• Track record of leading go-live transitions and new client onboarding at scale.

Nice-to-Have

• Six Sigma or Lean certification.
• Exposure to AI-assisted workflows or automation tools within RCM environments.
• Experience in SSAE-18 / SOC 2 compliance environments.

Eligibility Criteria

• Education: Full-time Postgraduate degree (MBA / PGDM or equivalent) mandatory. Part-time, correspondence, or distance-learning qualifications are not accepted.
• Communication: Excellent spoken and written English. Confident in client-facing calls, COO-level reporting, and written communication with US-based stakeholders.
• Work Mode: Onsite, Gurugram, 5 days a week. This is a floor-level leadership role; physical presence is required.
• Notice Period: Candidates available within 30 to 45 days preferred. Extensions considered for the right profile.

Performance Expectations (KPIs)

The GM, Operations will be measured on the following within the first 12 months:

• SLA achievement rate across RCM and Credentialing: 95%+ sustained over rolling 90 days.
• Net collection rate and AR days for RCM accounts under management, trending toward agreed benchmarks.
• Credentialing cycle time: first-pass provider enrollment within payer-committed timelines, zero expirable lapses.
• Client retention and satisfaction: no unplanned exits attributable to delivery performance.
• Team attrition (operations): managed within business continuity thresholds.
• Delivery margin: cost-to-serve within budget and P&L targets for both service lines.
• Audit and QA coverage: internal quality audits completed on schedule with remediation tracked to closure.

Hiring Process

• Stage 1: Talent Management screening and profile review.
• Stage 2: Functional interview with COO covering delivery depth, P&L accountability, multi-LOB scope, and leadership approach.
• Stage 3: Leadership interview with CEO covering strategic fit, client philosophy, and team-building track record.
• Stage 4: Reference checks and offer.

Why Join Neolytix

High-Trust Ownership

Own the full delivery function with direct access to the COO and CEO. No layers between your decisions and their impact.

Scale & Scope

Lead delivery across RCM and Credentialing for 270+ US provider organizations across hospital systems, group practices, and specialty clinics.

Build What You Run

Greenfield opportunity to standardize, automate, and shape how operations scales at Neolytix, including technology adoption and team structure.

Competitive Package

Compensation benchmarked to senior ops leadership in Delhi NCR, with performance incentives linked to delivery outcomes and margin targets.