Healthcare jobs in United States

Key Responsibilities

• Operational Management: Lead the day-to-day operations of the System, ensuring efficient and accurate processes across all healthcare settings.
• Team Leadership: Manage and mentor a team of professionals, fostering a collaborative and high-performance culture. Ensure the team is equipped with the necessary skills and resources to meet operational goals.
• Stakeholder Engagement: Collaborate with stakeholders to ensure alignment and smooth integration of billing processes. Conduct regular meetings to provide updates and gather feedback.
• Process Improvement: Identify opportunities for process optimization and implement changes to enhance efficiency and accuracy. Utilize data-driven approaches to monitor performance and drive continuous improvement.
• Risk Management: Proactively identify and mitigate risks associated with billing operations. Develop and implement strategies to address potential issues and ensure compliance with regulatory requirements.
• Project Management: Oversee the implementation of new initiatives and system upgrades within the billing program. Ensure projects are delivered on time, within scope, and budget.
• Reporting and Analytics: Develop and maintain comprehensive reporting systems to track operational performance. Provide regular updates to senior management and stakeholders.

Qualifications

• Education: Bachelor's degree in IT, Healthcare Administration, Business Management, or a related field. Advanced degree preferred.
• Experience: Minimum of 10-15 years of experience in healthcare operations, with a focus on billing systems and financial management. Proven track record in leading large-scale programs and managing cross-functional teams.
• Skills: Strong leadership and communication skills. Proficiency in project management and process improvement methodologies. Ability to analyze complex data and make informed decisions.
• Knowledge: In-depth understanding of healthcare billing processes, regulatory requirements, and financial systems. Familiarity with SAP BRIM (Hybris) solution stack and SAP S/4HANA is a plus.
• Attributes: Must be a self-starter with a strong sense of urgency to respond to production issues promptly and effectively.

Must have skills / Primary skills

• 10-15 years in an operations, service delivery, or incident management role.
• Proven experience managing and closing high volumes of tickets across tools like JIRA, ServiceNow, SCCD, etc.
• Strong analytical and organizational skills.
• Excellent verbal and written communication.
• Ability to work independently and drive accountability across teams to respond, troubleshoot and analyse incidents and issues to complete resolution.
• Familiarity with service management frameworks is a plus.
• Comfortable working under pressure and managing multiple priorities.

Overall

• Demonstrated experience in working in a highly complex environment (multi-site delivery, multi-project, critical infrastructure, 24x7 operations)
• Fully responsible and accountable for ensuring the smooth and stable operations of critical healthcare systems
• Responsible for end-to-end service delivery and managing the application, infrastructure, security and service desk teams
• To own and drive activities with internal teams and clients, ensuring comprehensive delivery of work in the Operations.
• Lead the day-to-day activities of the Operations team and coordinate with managers to develop, establish and maintain project management standards and procedures.
• Coordinate the identification of resource needs to support Operations efforts and manage the daily activities of the teams in alignment with project plans.
• Responsible for managing and coordinating the resolution of all critical issues to minimize disruptions to the 24x7 operations of the system

Ticket Management & Closure

• Own the end-to-end lifecycle of service tickets/incidents, ensuring timely resolution and closure.
• Monitor queues across platforms (e.g., JIRA, ServiceNow, etc.) and prioritize critical issues.
• Proactively follow up with stakeholders to unblock and expedite resolution.
• Analyze root causes of recurring issues and collaborate on preventive measures.

Operational Leadership

• Drive daily stand-ups or operational syncs to track progress and surface blockers.
• Act as the point of contact for escalations related to operational performance or ticket delays.
• Ensure SLAs and KPIs are consistently met or exceeded.

Process Improvement

• Identify gaps or inefficiencies in ticket handling or workflow processes.
• Propose and implement enhancements for better productivity and visibility.
• Champion the adoption of best practices across the team.

Stakeholder Management

• Liaise with cross-functional teams including Functional, Build, Technical, Release Management, to ensure alignment and accountability.
• Provide clear, concise status updates to leadership on ticket trends, risks, and resolutions.
• Understand, execute and track all service delivery commitments to the client as part of the contract
• Address escalations from the Client
• Manage client to drive activities to closure.

Reporting & Documentation

• Maintain accurate records of operational activities and ticket metrics.
• Generate regular reports and dashboards to monitor operational health.
• Document new workflows or standard operating procedures (SOPs) as needed.