DME Service Solutions

Senior Director – Revenue Cycle Management (RCM)

Senior Director - Revenue Cycle Management (RCM)

Philippines
  • Company: DME Service Solutions
  • Job Posting Title: Senior Director – Revenue Cycle Management (RCM)

 

  • Location: Remote Work
  • Country: Philippines
  • Region: Greater Metro Manila Area

About DME Serve:

Founded in 2021, DME Service Solutions, LLC strives to be the industry leader in global call center business process outsourcing service solutions. We are passionate about business growth, working to understand customers’ needs while collaborating to develop solutions. Our mission is to develop our clients’ brand value through positive customer experiences, while also helping them meet their strategic business goals. At DME Service Solutions, diversity, equity, and inclusion are more than words – it’s who we are. Our commitment to these values is unwavering. Our agents are passionate about serving communities of all backgrounds. Innovation and integrity are the core values of our business philosophy. Our employees receive a world-class employee experience and benefits, they pay that forward with their service to our clients and their customers. DME is dedicated to supporting the Healthcare industry; Our clients consist of biotech companies, medical device manufacturers and medical supply distributors

Job Duties and Responsibilities:

Operational Oversight and Strategy

  • Direct and manage day-to-day operations for Sales and CSR/TSR programs or other programs assigned, ensuring all deliverables meet or exceed client expectations.
  • Develop and implement strategic plans to achieve operational goals, including revenue growth, customer satisfaction, and efficiency improvements.
  • Analyze operational metrics, identify trends, and implement data-driven solutions to enhance performance.
  • Work closely with leadership to define and execute initiatives aligned with company objectives.

Client Relationship Management

  • Serve as the primary contact for clients, managing communications, understanding their needs, and ensuring alignment with operational execution.
  • Proactively address client concerns and present actionable solutions to maintain trust and satisfaction.
  • Facilitate regular business reviews, providing clients with updates on performance metrics, key initiatives, and improvement strategies. Collaborate with clients to identify growth opportunities and align service delivery with their evolving needs.

Team Leadership and Development

  • Lead, mentor, and inspire a team of managers, supervisors, and agents to achieve operational excellence.
  • Establish clear performance expectations and accountability mechanisms for team members.
  • Promote professional development by identifying training needs and supporting career growth opportunities for the team.
  •  Foster a culture of collaboration, innovation, and continuous improvement within the operations department.

Process Improvement and Optimization

  • Identify inefficiencies in workflows and implement process enhancements to improve productivity and quality.
  • Collaborate with cross-functional teams, such as Training, Quality Assurance, and Workforce  Management, to develop and refine operational processes.
  • Standardize and document procedures to ensure consistency and scalability across programs.

Performance Management and Reporting

  • Monitor and evaluate operational performance against key performance indicators (KPIs) and service level agreements (SLAs).
  •  Ensure accurate and timely reporting of program metrics to clients and internal stakeholders.
  • Use performance data to identify risks, drive improvements, and measure the impact of implemented changes.
  • Develop contingency plans to address potential challenges and maintain service continuity.

Business Growth and Collaboration

  • Support new client onboarding and program launches, ensuring seamless transitions to operations.
  • Partner with business development teams to provide insights and operational expertise for prospective clients.
  • Collaborate with internal stakeholders to align operational strategies with overall business goals.

Cross-Departmental Collaboration

  • Act as a liaison between Operations and other departments, including IT, HR, and Training, to streamline processes and resolve challenges efficiently.
  • Partner with Workforce Management to align staffing strategies with operational needs and client demands.
  • Work with the Business Intelligence team to ensure accurate data reporting and actionable insights for decision-making.
  • Coordinate with Training and Quality teams to ensure programs meet performance expectations and deliver consistent results.

Job Requirement and Qualifications:

  • Bachelor’s degree
  • 5+ years experience as a Site Director or Director of Operations in a BPO or shared services setting
  • 2+ years of management experience in both internal (in-house) and external (remote – work from home) operations
  • 3 or more years of experience in primary POC, account management, and direct client communication and problem-solving
  • Proven expertise in Sales or CSR/TSR Programs
  • Proven background in US Healthcare industry
  • Experience and/or certification in Lean Six Sigma methodology (Problem Management/Corrective Action concepts)
  • Project management expertise
  • Knowledge of and expertise with cost optimization/analysis and profit & loss statements
  • Working knowledge in developing and maintaining operational statistics, financial
    management data, and outcomes reporting.
  • Capable of communicating with people in a variety of professions and departments thanks to strong listening, verbal, and written communication skills
  • Excellent time-management and organizational abilities, including the capacity to work under pressure
  • Possessing the aptitude and drive to achieve program and internal business KPIs
  • The capacity to implement innovation and transformation across teams