Associate Director

Roles and Responsibilities

• Oversight of Inbound Voice Operations dealing with patient contact including balanced resolution, educating patients financial liability, identifying and fixing barriers within R1 billing processes, and providing the highest level of customer service
• Leads 350 to 700+ FTEs under their span with 7-12 Delivery Leaders (7M, 6M, 5M)
• Delivering performance results at or above other KPI targets (Productivity, Quality, Compliance, CSAT, Access to Care) across the business lines on a consistent basis
• Work collaboratively, and in partnership with a broad spectrum of business partners to ensure flawless execution of business processes and to aid in service delivery
• Developing and maintaining succession/growth plans for key personnel; invests in developing key people leaders for higher levels of responsibility
• Regular reporting & analysis of KPIs
• Ensuring all compliance requirements are maintained across area of responsibility
• Implements business operation and service solutions utilizing the continuous improvement process
• Understands P&L targets, ensuring financial and operational targets are met for assigned areas of responsibility

• People Management
• Strategic Management
• Client/Stakeholder Management
• Decision Making
• Planning and Forecasting (WFM)
• Process Improvement
• High Level Project Management

• Bachelor’s degree in management or a related field preferred
• 3 to 5 years of experience in a Leadership/Associate Director level role, preferably in a healthcare or call center environment
• Proven track record in managing large teams and operations
• Ability to develop and implement strategies that align with organizational goals
• Strong leadership skills to mentor and develop managers and staff
• Understanding forecasting, and financial management related to service delivery
• Proficiency in project management methodologies and tools
• Knowledge of best practices in process optimization, quality assurance, workforce management and performance metrics
• Proven ability to navigate multiple priorities at once including stakeholders and clients
• Strong and proactive management of key client relationships and, understanding client needs to ensure service excellence

Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests. Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits. What’s in it for you?

• Competitive Total Rewards Package
• Target variable incentives
• Medical Plan (HMO) from Day 1 of employment with free dependents
• Life insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Night Differential offered
• Employee Referral Program
• All Mandatory Statutory Benefits

R1 RCM Inc. is dedicated to the fundamentals of equal employment opportunity. The Company’s employment practices, including recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

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