Assistant Manager – Process Excellence

Job Summary:

The Assistant Manager – Process Excellence and Quality Assurance plays a dual role of driving continuous improvement initiatives and ensuring adherence to quality standards across RCM operations. This position supports the identification and resolution of process gaps, manages quality audits, and collaborates with cross-functional teams to enhance performance and compliance.

Key Responsibilities:

Process Excellence:

• Analyze existing RCM workflows (billing, AR, payment posting, etc.) to identify inefficiencies, bottlenecks, and improvement opportunities.
• Drive Lean Six Sigma or other structured problem-solving methodologies to streamline processes and enhance productivity.
• Work with Operations, Training, and IT teams to implement process enhancements.
• Conduct time-motion studies, process mapping, and root cause analysis for recurring issues.
• Monitor and report on process KPIs and recommend actions for continuous improvement.
• Create and maintain Standard Operating Procedures (SOPs) and ensure their regular updates and adoption.

Quality Assurance:

• Oversee the execution of audit plans, review quality metrics, and support the QA analysts in ensuring compliance with client and organizational standards.
• Conduct quality audits on critical RCM functions and provide feedback with coaching points for improvement.
• Collaborate with training teams to address identified gaps through targeted learning interventions.
• Support the development and implementation of QA tools, checklists, and audit mechanisms.
• Prepare and present quality dashboards and reports to internal stakeholders.

Collaboration and Governance:

• Partner with internal teams to ensure adherence to SLA, compliance, and customer satisfaction goals.
• Support the design of new workflows or systems that align with compliance and regulatory standards (e.g., HIPAA).
• Drive a culture of accountability, quality ownership, and operational excellence across teams.

Qualifications:

• 5–7 years of experience in RCM operations with at least 2–3 years in quality/process excellence roles.
• Strong understanding of US healthcare revenue cycle processes.
• Proficiency in data analysis, process mapping tools, and MS Office (especially Excel and PowerPoint).
• Excellent communication, stakeholder management, and analytical skills.

Experience working with EMR/EHR platforms (Epic, Cerne

Individual Contributor