General Manager, Clinical Services

The Role

Delivery / Operations

• Manage clinical operations (Utilization Review, Physician Advisory, Clinical Denials and Appeals, CDI, etc.) with a group of clinicians and ensure in meeting or exceeding the customer SLAs such as production, quality, TAT, etc.
• Collaborate with customers and internal stakeholders to execute process improvement initiatives
• Leverage technology to improve process efficiency
• Manage P&L across multiple sites in one country by optimizing budget and resource allocation in-line with guidance provided from vertical leads to reduce delivery costs
• Act as interface between vertical leads and project manager to relay operational updates and organizational priorities
• Monitor dashboards and performance reports, support project managers in handling critical escalations, and ensure implementation of changes in monitoring systems in collaboration with the software integration team
• Create and implement business continuity and disaster recovery plans in coordination with the GRIC team
• Manage operations across multiple cities in one country
• Analyze staffing reports across projects and implement long-term initiatives to optimize resource utilization across sites, shifts, service offerings including buffer and bench management
• Facilitate cross-functional collaboration between project managers and other departments (K&T, IT, Admin, transformation function) to streamline delivery
• Drive implementation for operational efficiency improvement initiatives in coordination with process excellence team / transformation team identified by vertical leads, creating implementation roadmap, prioritizing teams / projects for implementation
• Leadership and team management
• Create a workplace that promotes a customer-centric, engaged, and inclusive culture that values collaboration, innovation, and high performance
• Enable talent development in collaboration with talent management team by supporting implementation of identified training and coaching initiatives
• Drive recruitment initiatives in coordination with the HR team, vertical leads to effectively counter attrition and manage talent mix in-line with market demand
• Facilitate focused group discussions with a minimum of 30% of the team members every month Client management
• Support vertical leads and customer success teams to grow existing accounts
• Manage client relations with Customer Success to build promoters by addressing escalations, comprehending needs and providing timely support
• Lead discussions with Customer Success in key meetings such as metrics reviews and escalation reviews; Lead MBR and support vertical leads in QBR calls and discussions
• Track regulatory changes, key market trends to add value to client conversations, support clients to determine and pursue priorities

Ideal Profile

Academic and professional background

Competencies, skills, and other requisites

What\u2019s on Offer?

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