Associate Director - Patient Access at R1 RCM Inc

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

04 Aug, 26

Salary

0.0

Posted On

06 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, Strategic Management, Client/Stakeholder Management, Decision Making, Critical Thinking, Analytical Thinking, Planning and Forecasting, Process Improvement, Project Management, Workforce Management, Financial Management, Quality Assurance

Industry

Hospitals and Health Care

Description

Oversight of Inbound Voice Operations dealing with patient contact including balanced resolution, educating patients financial liability, identifying and fixing barriers within R1 billing processes, and providing the highest level of customer service Manage contact center performance to ensure contractual SLAs are met consistently This includes but is not limited to: Managing Shrinkage factors, attendance management, Attrition Forecasts; initiating backfill class discussions, etc. Proactively communicates with clients and key stakeholders especially during service failure replete with robust action plan to get to green or within goal of contractual obligations Articulate and can share insights about service fails and align near/mid- and long-term solutions Must have the ability to validate and plan staffing needs and have competent/working knowledge of WFM concepts which would allow just in time backfill hires as appropriate. Leads 350 to 700+ FTEs under their span with 7-12 Delivery Leaders (8M, 7M, 6M, 5M) Delivering performance results at or above other KPI targets (Productivity, Quality, Compliance, CSAT, Access to Care) across the business lines on a consistent basis Supports team to problem solve opportunities discovered in audits, surveys, and the like by validating RCA and helping align appropriate solutions Ensures team liaises with Operations Support Groups to break down process opportunities and ultimately coordinate update to relevant knowledge center article/s Work collaboratively, and in partnership with a broad spectrum of business partners to ensure flawless execution of business processes and to aid in service delivery Coordinates with IT for missing hardware, software/system issues, etc. that takes away their advocates from the phones Liaises with TA to appropriately backfill required FTE across service line/s alongside cross skilled staffing levels Developing and maintaining succession/growth plans for key personnel; invests in developing key people leaders for higher levels of responsibility Regular reporting & analysis of KPIs Ensuring all compliance requirements are maintained across area of responsibility Implements business operation and service solutions utilizing the continuous improvement process Understands P&L targets, ensuring financial and operational targets are met for assigned areas of responsibility Skills and Competencies: People Management Strategic Management Client/Stakeholder Management Decision Making Critical Thinking Analytical Thinking Planning and Forecasting (WFM) Process Improvement High Level Project Management Qualifications: Bachelor’s degree in management or a related field preferred 3 to 5 years of experience in a Leadership/Associate Director level role, preferably in a healthcare or call center environment Proven track record in managing large teams and operations Ability to develop and implement strategies that align with organizational goals Strong leadership skills to mentor and develop managers and staff Understanding forecasting, and financial management related to service delivery. Proficiency in project management methodologies and tools. Knowledge of best practices in process optimization, quality assurance, workforce management and performance metrics. Proven ability to navigate multiple priorities at once including stakeholders and clients Strong and proactive management of key client relationships and, understanding client needs to ensure service excellence. Internal Eligibility Criteria: Open to applicants with 6M Management Level and up Must not have active nor ongoing Ethics Point, Data Privacy, Performance Improvement, Employee Relations cases/disciplinary record/s At least "Meets Expectations" or have satisfactory rating as per R1's performance rating system Must be a regular employee 6 months minimum tenure Peakon People Effectiveness score must be 8.0 Must not have failed any internal selection process or Apprenticeship Program in the last 6 months Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests. Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits. What’s in it for you? • Competitive Total Rewards Package • Target variable incentives • Medical Plan (HMO) from Day 1 of employment with free dependents • Life insurance • Paid Time-Off Benefits • Sick Leave Conversion • Night Differential offered • Employee Referral Program • All Mandatory Statutory Benefits R1 RCM Inc. (“the Company”) is dedicated to the fundamentals of equal employment opportunity. The Company’s employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories. Visit us on Facebook: https://www.facebook.com/r1rcmphilippines #R1Philippines #AllTogetherBetterinR1PH R1 is the leader in healthcare revenue management, helping providers achieve new levels of performance through smart orchestration. A pioneer in the industry, R1 created the first Healthcare Revenue Operating System: a modular, intelligent platform that integrates automation, AI, and human expertise to strengthen the entire revenue cycle. With more than 20 years of experience, R1 partners with 1,000 providers, including 95 of the top 100 U.S. health systems, and handles over 270 million payer transactions annually. This scale provides unmatched operational insight to help healthcare organizations unlock greater long-term value. To learn more, visit: https://www.r1rcm.com.

Responsibilities

Oversee inbound voice operations and patient access, managing a large team of 350 to 700+ FTEs to ensure contractual SLAs and KPI targets are met. Coordinate with stakeholders, IT, and talent acquisition to optimize staffing, resolve process barriers, and maintain high levels of customer service.