Position Overview

The RCM Operations Supervisor is responsible for leading, coaching, and supervising a team of Revenue Cycle Management (RCM) professionals within a high-volume BPO environment. This role ensures operational efficiency, strict adherence to Service Level Agreements (SLAs), compliance with healthcare regulations (HIPAA), and the achievement of key performance indicators (KPIs) such as Quality, Productivity, and Turnaround Time (TAT).

Key Responsibilities

A. Operational Team Leadership & Execution

•Supervise daily floor operations, conduct daily team huddles, and ensure seamless workflow distribution across RCM workstreams (e.g., billing, collections, claims, denials, or accounts receivable).

•Maintain operational discipline, including attendance management, real-time schedule adherence, and queue monitoring.

•Provide active leadership support on the floor to resolve operational escalations and complex processing issues promptly.

B. Performance Monitoring & Quality Oversight

•Track and evaluate team performance across core BPO metrics: Productivity (Units Per Hour / UPH), Quality Assurance (QA) scores, SLA compliance, and TAT.

•Analyze performance reports and error trends in collaboration with Quality Assurance (QA) and Training teams to identify root causes and performance gaps.

•Implement targeted corrective action plans and coaching strategies to drive continuous improvement.

C. Coaching, Mentoring & Development

•Conduct regular 1-on-1 coaching sessions, performance evaluations, and career development discussions with frontline associates.

•Support newly onboarded RCM specialists through nesting and transition-to-production phases.

•Partner with Training to identify recurring training needs and deliver operational refreshers on RCM coding, guidelines, and client-specific processes.

D. Compliance & Governance

•Ensure strict adherence to HIPAA, data privacy policies, and client security protocols.

•Maintain accurate documentation of coaching logs, attendance infractions, and performance management records.

•Ensure operational readiness for client audits, internal quality calibrations, and compliance reviews.

Qualifications & Requirements

•Non-Negotiable: Minimum 2–3 years of BPO experience with dedicated hands-on experience in Revenue Cycle Management (RCM) operations.

•Prior supervisory experience (Team Leader, Operations Supervisor, or Subject Matter Expert) in a BPO environment.

•Strong working knowledge of end-to-end RCM processes (Billing, Collections, AR Management, Claims Submission, Denials/Appeals).

•Excellent analytical, problem-solving, communication, and stakeholder management skills.

***Interview Process: Validation-2-Level Interview Process***