Director - Quality & Process Excellence (US Healthcare RCM operations)

Candidate Expectation

Total work experience of 15+ years of experience in Quality & ProcessExcellence will lead the Quality, Operational Excellence, and ContinuousImprovement agenda across US Healthcare RCM operations

Minimum Bachelor s degree or Masters or Domain Certification

Preferred candidate Industry: Outsourcing/BPO/KPO/Managementconsulting/GCC/GBS

Job Description:

The Leader- Quality & Process Excellence will lead the Quality,Operational Excellence, and Continuous Improvement agenda across US HealthcareRCM operations. The role requires a leader with strong experience intransactional quality, process excellence, Lean Six Sigma, analytics,automation, and business transformation. The incumbent will partner withOperations, Training, Technology, and Client teams to improve quality,productivity, turnaround time, and overall business outcomes.

Key Responsibilities

• Lead transactional quality across multiple USHealthcare RCM processes and client accounts.
• Establish quality frameworks, audit methodologies,sampling strategies, calibration, and governance mechanisms.
• Drive improvement in transactional accuracy,critical errors, rework, SLA adherence, client escalations, and revenue-impactingdefects.
• Lead Process Excellence initiatives using LeanSix Sigma, DMAIC, RCA, CAPA, FMEA, Kaizen, and Value Stream Mapping.
• Identify opportunities for process simplification,standardization, productivity improvement, automation, and cost optimization.
• Build and track a pipeline of improvement initiativeswith measurable business benefits.Use analytics and dashboards to identify quality trends, process risks,recurring defects, and improvement opportunities.
• Partner with Technology teams to drive automation,AI-enabled quality monitoring, and preventive controls.
• Represent Quality and Process Excellence inclient governance, QBRs, audits, and senior leadership reviews.
• Lead and develop Quality Managers, ProcessExcellence professionals, Black Belts, and Quality Analysts.

Experience & Qualifications

• 15+ years of overall experience with significantexposure to Quality, Process Excellence, Operational Excellence, orTransformation.
• Strong experience in US Healthcare RCM / HealthcareBPO operations.
• Proven experience managing large-scale transactionalquality operations.
• Strong knowledge of Lean Six Sigma and structuredproblem-solving methodologies.
• Demonstrated experience delivering measurable improvementsin quality, productivity, cost, turnaround time, or revenue outcomes.
• Strong client and senior stakeholder managementcapability.
• Experience in automation, analytics, or technology-ledprocess improvement preferred.