Director, Business Transformation -Healthcare

Company Profile

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our rightshore delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our clientele includes Fortune 500 & FTSE 100 companies

Job Summary:

We are seeking a strategic and results-driven transformation leader to drive operational excellence across the Provider Revenue Cycle Management (RCM) ecosystem. The Associate Director / Director will lead complex process improvement initiatives, shape transformation strategy, and drive enterprise-wide value creation through a combination of Lean Six Sigma, analytics, and digital enablement. This role requires cross-functional collaboration, strong leadership presence, and the ability to influence senior stakeholders to deliver sustainable improvements in efficiency, cost, compliance, and customer experience.

Key Responsibilities:

• Strategic Process Analysis:

  Lead diagnostics across end-to-end RCM processes including front-end (patient access), mid-cycle (coding, billing), and back-end (collections, denials). Use deep domain expertise to assess structural inefficiencies, policy-level gaps, and tech adoption maturity. Prioritize transformation levers based on business value, client pain points, and operational feasibility.

• Enterprise Process Transformation:

  Drive portfolio-level transformation programs with clearly defined KPIs (e.g., net collections %, denial resolution TAT, AR aging). Obtain sponsor sign off on key strategic initiatives such as predictive denials, automation at scale, or AI-powered quality checks. Co-create transformation roadmaps with leadership, aligning with client goals and compliance mandates like HIPAA, CMS guidelines, etc.

• Lean Six Sigma Leadership:

  Mentor and lead Green Belt and Black Belt projects across global delivery teams. Institutionalize a culture of continuous improvement using DMAIC, Kaizen, and value stream mapping. Ensure all improvement efforts tie directly to measurable outcomes in efficiency, cost reduction, quality, or compliance.

• Advanced Project Management:

  Lead transformation governance, define success criteria, and ensure delivery through PMO standards. Engage in regular executive reviews, risk mitigation, stakeholder alignment, and benefit realization tracking. Manage multi-region initiatives across diverse provider clients, tech teams, and operational leads.

• Best-in-Class Documentation:

  Develop playbooks, SOPs, and transformation blueprints for internal standardization and external client rollouts. Drive documentation of lessons learned, post-implementation reviews, and case studies.

• Data-Driven Insights & Change Adoption :

  Use BI tools, Excel modeling, and trend analysis to monitor project performance and surface improvement areas. Drive adoption of data visualization tools and KPI dashboards at the ops and leadership levels. Leverage TMS, root cause analytics, and ML-based insights to drive strategic decision-making.

• Culture of Continuous Improvement:

  Drive operational maturity by embedding a proactive mindset of innovation and waste elimination across teams. Establish transformation councils and forums to surface grassroots ideas and amplify bottom-up innovation.

• Compliance, Risk & Quality Governance:

  Lead risk assessments and mitigation plans for operational or tech-driven change initiatives. Ensure every transformation effort complies with PHI handling, HIPAA, CMS, and provider contract terms. Partner with Quality & Compliance to embed controls early in process redesign.

• Senior Stakeholder & Client Management:

  Serve as strategic advisor to BU heads, CXOs, and client executives. Communicate transformation plans and impact narratives with clarity and executive presence. Build consensus and drive engagement across leadership layers (onshore & offshore) to enable successful implementation and adoption.

Qualifications:

• Bachelors degree in science (Preferably in Biology, Microbiology, Biotechnology, Pharma) or a related field.
• 15-20 years of experience in Revenue Cycle Management for providers, with a strong focus on process improvement.
• 10-15 years of experience in process improvement, project management, or a related role.

Certifications

• Black Belt (mandatory).

Competencies:

• Strategic Influence:

  Ability to align transformation with business strategy and client vision.

• Executive Communication:

  Skilled in presenting to CXO audiences and simplifying complex initiatives.

• Operational Leadership:

  Proven track record of driving change in matrixed environments with measurable impact.

• Innovation Leadership:

  Ability to drive and manage digital-first process improvement strategies (AI, RPA, ML).

Skills:

• Advanced Process Improvement:

  Expertise in Lean, Six Sigma (Green Belt/Black Belt preferred), Kaizen, Value Stream Mapping, and root cause analysis (RCA) techniques for systemic improvements.

• Project & Change Management:

  Strong command over project management tools and methodologies (e.g., Agile, PMI, JIRA, Smartsheet). Capable of driving change management through stakeholder alignment, training, and adoption tracking.

• Data Analytics & Decision Support:

  Proficient in Excel, Power BI, Tableau, and SQL for analysis, reporting, and dashboarding. Experience using statistical tools like Minitab or R for deeper analytics. Ability to use data to build ROI models, process performance trackers, and improvement hypotheses.

• Digital Enablement Experience:

  Familiarity with automation tools (e.g., UIPath, Automation Anywhere), AI/ML-powered insights, and digital quality assurance systems (e.g., conversational analytics, NLP for call audits).

• Operational Knowledge of RCM

  : Deep understanding of U.S. provider RCM processes including Patient Access, Coding, Billing, Payment Posting, AR, Denials, and Compliance.

• Process Documentation & SOP Creation:

  Skilled in documenting AS-IS/TO-BE workflows using MS Visio, Lucidchart, or similar tools.

• Excellent Communication & Stakeholder Engagement:

  Strong executive presence with the ability to present transformation outcomes to CXOs and client leadership.

• Multi-Project Leadership:

  Experience in leading and overseeing multiple concurrent transformation projects across regions, balancing timelines, scope, and resources effectively.

• Compliance & Risk Awareness:

  Knowledge of HIPAA, PHI handling standards, and payer-provider contract obligations in process reengineering.

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