Associate Director Operations

The Associate Director Operations will be responsible for overseeing the delivery and performance of RCM operations across multiple internal teams. This role is focused on ensuring operational excellence, achieving internal KPIs, driving continuous process improvements, and enabling productivity gains through innovation, automation, and strategic interventions. The role requires close collaboration with QA, training, and other support teams to ensure seamless execution of end-to-end RCM processes and service delivery at optimal efficiency.

Essential Functions:

• Lead and manage internal RCM operations teams to ensure delivery excellence, compliance, and adherence to client KPIs and SLA targets.
• Ensure client de-escalation and KPI alignment with acceptable thresholds within 2 months of identification.
• Work cross-functionally to identify operational gaps, root causes, and implement timely corrective actions.
• Meet and exceed efficiency targets through team performance optimization and process standardization.
• Drive continuous productivity lift via:
  • Innovations
  • Process redesign
  • Automations
• Support execution of cost containment and operational improvement strategies.
• Monitor performance dashboards, generate reports, and present trends and insights to senior leadership.
• Implement best practices across teams to promote consistency, scalability, and service excellence.
• Mentor and coach team leads and managers to build leadership pipeline and improve team engagement.

Staff Management

Responsible for ensuring area of responsibility has the talent and resources to meet short- and long-term organizational goals as well as ensuring maximum productivity and performance.  Responsibilities include, but are not limited to:

• Proactively recruit, screen, and select candidates for current and future resource requirements.
• Effectively orient new hires to ensure a positive and productive employee engagement experience.
• Ensure structure and hiring plans (within budget) are appropriate for performance and productivity levels required.
• Utilize the company’s performance management program as designed to align individual performance to overall performance objectives.  Meet all completion requirements at a high-quality level.  Provide ongoing performance feedback.  Identify and take appropriate action for non-performance.
• Ensure each employee has a yearly performance review that is reviewed with employee and the review to be sent to Human Resources each year.
• Ensure each employee has a clear and thorough understanding of their role and responsibilities.  Keep job descriptions current for each position.
• Actively support and participate in organizational development and training programs.  Meet all completion requirements at a high-quality level.
• Mentor, guide, and coach direct reports in order to expand their capabilities and performance.
• Communicate all corporate matters in a positive and timely manner as directed by Corporate Communications or senior management. 
• Administer all internal policies and procedures in accordance with corporate, human resources, budgetary, and finance guidelines.  Ensure accuracy of staff data records.
• Comply with all employment laws and regulations including, but not limited to, equal employment opportunities for all.

Minimum Requirements:

• Bachelor’s degree in any discipline.
• 8–10 years of experience in healthcare BPO operations with a strong background in RCM.
• At least 2–3 years in a mid-senior operational leadership role (e.g., Sr. Manager, Associate Director).
• Strong understanding of U.S. healthcare RCM processes (Coding, Billing, AR, Payment Posting, etc.).
• Proven track record of meeting operational KPIs, managing large teams, and driving process improvements.
• Excellent communication, analytical, and team management skills.

Preferred Qualifications:

• Master’s degree (MBA, MHA, or equivalent).
• Experience with U.S. clients and familiarity with compliance standards such as HIPAA.
• Exposure to Six Sigma, Lean, or other quality improvement methodologies.
• Proficiency in data analysis, reporting tools, and workflow management systems.
• Experience with RPA, workflow automation tools, or operational technology platforms.

Working Environment/Physical Demands

Working Environment:

• General office environment: Works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels. 
• Periods of stress may occur.

Physical Demands:

• Activities require a significant amount of sitting at office and work desks and in front of a computer monitor.
• Some walking and standing relative to interaction with other personnel. 

Travel Requirements:

    None          Occasional           Moderate           Frequent           Very Frequent

                        (25% or Less)     (25% - 40%)         (40% - 80%)                    (80% or more)

Other possible Unofficial Titles:

Unofficial titles may be given by the manager and used for calling cards and email signatures.

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise.  It does not alter the "at will" employment relationship between the company and the e

Management