Deputy Director / Director- Call Center Operations 

The Position:

Director of Call Center Operations  will be responsible for providing strategic direction and management of A/R center of excellence across the delivery locations. This individual will report into the Vice President of Operations.

Roles and Responsibilities

  • Responsible for P&L with specific focus on EBITDA improvements across call center  customers
  • Provide directions to senior managers to drive customer-centricity by
    • Focusing on the attainment of client KPIs to ensure on-time and seamless delivery  
    • Infusing best practices and process improvements in A/R center of excellence
    • Conducting periodic and surprise audits to ensure 100% compliance with overall policies and procedures
  • Manage organizational and cultural changes arising due to changing market demands, underlying technologies, and internal improvements across A/R operations
  • Works with cross-functional teams to drive innovations, project specific improvements and new initiatives
  • Anticipate and manage, both short-term and long-term call volumes and scheduling of skilled and adequate resourcing across all customers

Qualifications:

  • 12+ years of experience in managing healthcare call center operations
  • MBA/PGDM equivalent from Tier 1 institution or similar academic certification

Functional Skills required:

  • Understanding of the global healthcare services industry – landscape, trends, challenges, changes within the end to end healthcare space – with global exposure is preferred
  • Direct experience in managing healthcare (Physician or Hospital Billing) inbound and outbound call center operations
  • Good understanding of call center technology and best practices
  • Excellent presentation skills, including strong oral and writing capabilities; ability to clearly communicate compelling messages to senior leadership team and external business partners
  • Ability to handle global or multi-location projects
  • Possess excellent leadership, analytical, project management, and change management skills

Behavioural Skills required:

  • Customer-centricity approach

    • Foster a positive relationship with customer stakeholders
    • Anticipate customer requirements and proactive articulation of solutions
    • Responsiveness to customers and demonstrate confidence to support 
  • Team Management

    • Direct supervision and control over managers
    • Build cohesive teams and develop skills
  • Planning and Decision Making:

    • Ability to analyze and prioritize. Evaluating changes and provide strategic direction to teams internally to align execution
    • Organize and manage interdependencies / contingencies
    • Ability to take timely and meaningful decisions

 Travel:

  • 30% of travel to customer offices and Access Healthcare’s call center locations
     

Work Location: Chennai India

Compensation:

  • An attractive package will be crafted for the right candidate

About Access Healthcare:

Access Healthcare provides business process outsourcing and applications services, and robotic process automation tools to healthcare providers, payers, and related service providers.  We operate from 12 delivery centres in the US, India and the Philippines, and our 7,500+ staff is committed to bringing revenue cycle excellence to our customers by leveraging technology, emerging best practices, and global delivery. Based in Dallas, we support over 125,000 physicians, serve 80+ specialties, process over $ 50 billion of A/R annually, and ascribe medical codes to over 10 Million charts annually. To learn more about Access Healthcare, visit accesshealthcare.org.