General Manager, Clinical Services

We are more than a revenue cycle management company – we’re a strategic partner for growth. With expert services complemented by AI-enabled technologies and high-touch support, we are the premier revenue cycle partner for leading health systems, physician groups, and academic medical centers in the U.S. Our global team of more than 14,000 specialists serves over 150 customers across various care settings, specialties, and billing systems.

The Role

• Manage clinical operations (Utilization Review, Physician Advisory, Clinical Denials and Appeals, CDI, etc.) with a team of clinicians, ensuring meeting or exceeding customer SLAs such as production, quality, TAT, etc.
• Collaborate with customers and internal stakeholders to execute process improvement initiatives.
• Leverage technology to enhance process efficiency.
• Manage P&L across multiple sites within a country by optimizing budget and resource allocation, aligning with guidance from vertical leads to reduce delivery costs.
• Act as the interface between vertical leads and project managers to relay operational updates and organizational priorities.
• Monitor dashboards and performance reports, support project managers with critical escalations, and coordinate system changes with the software integration team.
• Develop and implement business continuity and disaster recovery plans in coordination with the GRIC team.
• Oversee operations across multiple cities within a country.
• Analyze staffing reports and implement initiatives to optimize resource utilization across projects, shifts, and service offerings, including buffer and bench management.
• Facilitate cross-functional collaboration to streamline delivery.
• Lead operational efficiency projects, creating implementation roadmaps and prioritizing initiatives.
• Provide leadership and manage teams effectively.
• Create a workplace culture that promotes customer-centricity, engagement, inclusivity, collaboration, innovation, and high performance.
• Support talent development through training and coaching initiatives.
• Drive recruitment efforts in coordination with HR to manage attrition and talent mix.
• Engage with team members through monthly focused group discussions.
• Support vertical leads and customer success teams in account growth.
• Manage client relations, address escalations, and support needs to build promoters.
• Lead key meetings such as metrics reviews, escalation reviews, MBRs, and QBRs.
• Stay updated on regulatory changes and market trends to add value to client interactions.

Ideal Profile

Academic and professional background

• At least 11 years in healthcare operations leadership roles managing clinical support functions (e.g., revenue cycle, documentation).
• Bachelor’s degree in healthcare administration, business administration, public health, or clinical discipline; or a Medical Degree (MD) with a Master’s in healthcare-related fields.
• Experience as a licensed clinician (MD, nurse, or allied health professional).
• Proven experience in financial and P&L management across multiple sites.
• Expertise in process improvement, project management, and methodologies like Lean Six Sigma.
• Strong client and stakeholder management skills.
• Leadership experience in managing large teams and workforce challenges.
• Knowledge of healthcare compliance and data privacy regulations (e.g., HIPAA).

Competencies, Skills, and Other Requisites

• Subject matter expertise in clinical services processes (e.g., Utilization Review, CDI, etc.).
• Leadership in service delivery and strategic growth.
• Excellent problem-solving, analytical, team management, and interpersonal skills.
• Attention to detail, time management, and multi-tasking abilities.
• Proficiency in English communication skills.
• Personal integrity and strong work ethics.

What's on Offer?

• Leadership role with growth opportunities.
• Flexible working options.
• Chance to make a positive impact.