Service Delivery Manager - US Healthcare RCM

Performance Ownership & Cadence:

- Own the service review cadence run the daily and weekly metrics/service reviews across all account managers, replacing the executive-led daily sync with a structured operating rhythm that you own and report on.

- Manage to SLAs define, track, and meet service levels and turnaround times across the revenue cycle, and drive the operational metrics down against target.

- Hold account managers accountable for clearing inventory within SLA and for the health and aging of their accounts receivable.

- Escalate and report a concise daily/weekly status to the COO and leadership, flagging risks, blockers, and trends rather than raw numbers.

Process Optimization & Root-Cause Resolution:

- Run problem management identify recurring root causes behind backlogs and drive them to permanent resolution rather than reworking them daily.

- Coordinate cross-functionally with submission, credentialing, product, and client-facing teams to fix systemic issues at the source.

- Build standard playbooks and SOPs so account managers work consistently and new issues are triaged the same way every time.

- Use data to prioritize evaluate inventory, trends, and aging to decide where the team focuses each day for maximum impact on cash.

AI & Automation:

- Apply AI and automation to RCM workflows identify where submissions, rejection/denial triage, AR follow-up, need-info handling, and reporting can be automated or AI-assisted, and lead the rollout.

- Reduce manual effort and rework by deploying tools such as bots/RPA, AI-driven claim and denial categorization, predictive AR prioritization, and automated status reporting.

- Partner with product and engineering to embed AI into the platform and ways of working, define requirements, pilot solutions, and measure impact on efficiency and accuracy.

- Build an automation roadmap that ties each initiative to a measurable outcome inventory cleared per resource, turnaround time, and error/denial reduction and continuously raises the bar on what the team can handle without adding headcount.

Resource & Capacity Planning:

- Balance workload across account managers based on inventory volume and complexity, addressing imbalances and bandwidth constraints before they become backlogs.

- Forecast staffing and capacity against client volume and onboarding, and make the case for headcount or reallocation when inventory outpaces capacity.

- Manage performance and development of the account manager team, including goals, coaching, and productivity standards.

Candidate Attributes:

- 7 - 10 years of experience in US healthcare RCM, including 3+ years as a Service Delivery Manager / Team Lead running a team of 10 - 15 executives or specialists.

- ITIL-based service delivery experience SLA management, service reviews, incident/problem management, and continual service improvement. ITIL Foundation certification preferred.

- Strong analytical skills able to evaluate processes, identify trends, and implement data-driven solutions across inventory and AR.

- Operations management and program management expertise running cadences, driving cross-functional initiatives, and delivering on time.

- Demonstrated experience applying AI and automation in RCM or operations e.g., RPA/bots, AI-based claim/denial triage, predictive prioritization, or workflow automation with measurable efficiency and accuracy gains.

- Fluency with modern AI tools and a track record of identifying automation opportunities and seeing them through to production.

- Ability to partner with product/engineering teams to scope, pilot, and scale AI-driven improvements.

- Hands-on knowledge of the full revenue cycle: submissions, rejections, denials, AR follow-up, credentialing, EDI, and payer behavior.

- Proficiency in resource allocation and capacity planning for a delivery team.

- Excellent communication skills for collaboration with internal teams, clients, and leadership.

- Comfort with RCM platforms, work queues, and operational reporting/dashboards.

- Graduate degree/PG in Business, Healthcare Management, or a related field preferred.