·        Direct a two-site, two-shift US healthcare RCM operation (09:00–18:00 and 18:00–03:00 IST) comprising 60 billable and 25 non-billable staff, supported by 3 group leads and a team leader.

·        Manage teams across two states, travelling weekly between locations; oversee team structures where the team leader manages approximately 30 staff and each group lead manages approximately 25.

·        Govern productivity, quality, and SLA outcomes through daily supervisor huddles, team coaching, and structured reviews; produce daily, weekly, and monthly client reports supported by KPI dashboards and Excel-based KRA scorecards.

·        Maintain a tiered escalation framework from AR associates through SMEs, group leads, and senior team leadership to operations management.

·        Identify and resolve reporting gaps that impact AR output visibility by remapping accounts using patient name and date of service instead of invoice numbers, improving measured production accuracy from 50% to 99%.

·        Drive AR recovery initiatives by analysing ageing and collection challenges, applying root-cause analysis, and implementing action plans that improve collections by approximately 20% within 6 weeks.

·        Serve as the single point of contact for 5+ US client stakeholders across financial calls, coding, billing, and posting; lead KRA review discussions and provide MBR analysis to the Client Success Manager.

·        Lead client transition activities for 25 FTEs, covering requirements gathering, SLA alignment, process documentation, rulebook creation, and go-live support.

·        Manage operational compliance by ensuring HIPAA controls, SOP adherence, internal audits, and CAPA processes are effectively implemented.