General Manager - RCM (Revenue Cycle Management)

Job SummaryThe General Manager (DGM) will be responsible for the successful transition, implementation, and operational management of assigned projects within the Healthcare Revenue Cycle Management (RCM) domain, with a primary focus on Accounts Receivable (AR).The role involves end-to-end project and transition management, operational excellence, financial performance, client relationship management, and people leadership. The incumbent will drive service delivery in alignment with contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and business objectives while ensuring high customer satisfaction and operational efficiency.

Key Responsibilities

1. Client Relationship & Domain ManagementMaintain a strong understanding of the US Healthcare industry, particularly Revenue Cycle Management (RCM) and Accounts Receivable (AR) processes.Manage client relationships and coordinate with stakeholders on operational performance, process updates, and escalations.Ensure adherence to contractual SLAs, KPIs, regulatory requirements, and applicable healthcare industry standards.Act as the primary point of contact for client-related operational matters and ensure timely resolution of concerns.Develop and maintain strong domain knowledge across the team.2. Financial & Business ManagementManage the overall Profit and Loss (P&L) for the assigned process.Drive financial performance through effective cost management, resource utilization, and productivity improvements.Implement quality improvement initiatives to minimize operational errors and avoid SLA-related penalties.Monitor financial and operational metrics to ensure achievement of business targets.3. People & Team ManagementLead, manage, and develop large operational teams, ensuring effective workforce management and performance.Drive employee engagement and attrition management initiatives.Conduct performance reviews, appraisals, and individual development discussions.Identify training needs and develop action plans to improve employee performance.Handle employee grievances, disciplinary matters, and administrative issues.Build a strong leadership pipeline by mentoring and developing future leaders.Ensure adequate skill inventory and domain expertise within the team.4. Operational Excellence & Process ManagementOversee day-to-day operations and ensure adherence to defined process workflows and quality standards.Monitor operational performance, productivity, accuracy, and service delivery metrics.Drive continuous improvement initiatives using Lean and Six Sigma methodologies.Identify opportunities to improve process efficiency, quality, and productivity.Ensure timely preparation and submission of MIS reports and management dashboards.Monitor process performance and implement corrective and preventive action plans.Coordinate with internal support functions, including HR, Administration, IT/TSG, Quality Assurance, and Finance.Manage operational risks, escalations, and transition-related challenges.Provide regular updates to senior management on project performance and business progress.5. Project Transition & GovernanceLead end-to-end transition activities, including project initiation, planning, implementation, tracking, and reporting.Ensure successful project transitions within agreed timelines and defined quality parameters.Identify project risks, develop mitigation strategies, and ensure timely resolution of transition challenges.Establish project governance frameworks, performance tracking mechanisms, and reporting processes.Ensure effective coordination between internal stakeholders and clients throughout the transition lifecycle.Required Skills & Competencies:Minimum 20+ years of overall experience in US Healthcare RCM, specifically in Accounts Receivable (AR) operations, with a strong background in quality management. Must have experience in a leadership/management role.Strong understanding of US Healthcare RCM, particularly Accounts Receivable (AR) operations.Proven experience in managing large teams within the Healthcare BPO / BPM industry.Strong knowledge of operational P&L management, financial metrics, and cost optimization.Excellent understanding of SLAs, KPIs, quality metrics, and productivity parameters.Strong client management, stakeholder management, and escalation-handling skills.Experience in project transitions, process management, and operational delivery.Knowledge of Lean, Six Sigma, and continuous improvement methodologies.Strong analytical, problem-solving, and decision-making abilities.Excellent verbal and written communication skills.Proficiency in MS Office and other standard business applications.Ability to manage diverse teams and adapt to changing business requirements.