Health Prime
Website:
hpiinc.com
Job details:
Position Overview:
At Health Prime, this role will lead the enterprise charter for Quality, Training, Process Excellence, Knowledge Management, Client Onboarding Governance, and Continuous Improvement.
The incumbent will establish enterprise standards, governance, and best practices by driving quality excellence, learning transformation, knowledge management, Lean Six Sigma, process engineering, risk management, and continuous improvement to build scalable, standardized, and high-performing delivery capabilities.
Key Roles & Responsibilities:
1. Quality & Process Excellence
- Define and lead the enterprise Quality & Process Excellence strategy across all RCM functions.
- Drive Lean Six Sigma initiatives focused on quality improvement, productivity enhancement, cost optimization, process standardization, automation, and scalability.
- Establish robust quality frameworks including RCA, CAPA, FMEA, SPC, Risk Assessment, Control Plans, and Audit Governance.
- Monitor CTQ, CTC, CTP, and CTB metrics aligned with client expectations and business goals.
- Lead VOC, governance, calibration, and continuous improvement programs to enhance service delivery and customer satisfaction.
2. Learning, Training & Knowledge Management
- Develop and manage enterprise-wide learning and capability-building programs, including onboarding, cross-skilling, leadership development, and certification frameworks.
- Design structured learning journeys covering classroom training, digital learning, OJT, certification, and re-certification.
- Establish centralized Knowledge Management systems with standardized SOPs, work instructions, best practices, and governance.
- Build competency frameworks and Train-the-Trainer programs to ensure consistent capability development.
- Improve time-to-productivity and reduce performance variability through targeted learning interventions.
3. Client Onboarding & Business Transformation
- Standardize client onboarding, knowledge transfer, and operational readiness frameworks.
- Partner with Sales, Operations, Client Success, Implementation, Quality, Training, and Technology teams to ensure successful transitions and go-live readiness.
- Lead transformation initiatives leveraging Lean methodologies, AI, automation, and process engineering.
- Drive improvements in SLA adherence, operational efficiency, delivery predictability, and revenue per FTE.
4. Governance & Operational Excellence
- Ensure standardized execution across multiple delivery centers through common quality, training, and governance frameworks.
- Oversee compliance, risk management, business continuity, audit readiness, transitions, migrations, and ramp-ups.
- Establish performance reviews, operational metrics, and governance mechanisms to drive consistency and scalability.
5. Leadership & Stakeholder Management
- Collaborate with executive leadership, clients, and cross-functional teams to drive operational excellence and transformation.
- Present executive dashboards on quality, productivity, learning effectiveness, and business outcomes.
- Build and lead high-performing teams while fostering a culture of innovation, accountability, and continuous improvement.
Key Success Metrics:
- Improved quality, SLA performance, and client satisfaction.
- Reduced ramp-up time, time-to-productivity, and performance variability.
- Measurable gains in productivity, cost optimization, and automation.
- Standardized quality, training, knowledge management, and onboarding practices across locations.
- Enhanced operational predictability, workforce capability, and delivery excellence.
Required Experience & Qualifications:
- 15–22 years of leadership experience in Quality, Training, Process Excellence, Operational Excellence, and Knowledge Management within US Healthcare RCM.
- Proven success leading enterprise-wide quality, learning, continuous improvement, and transformation functions across multi-location organizations.
- Strong track record in operational excellence, client onboarding, process standardization, and business transformation.
- Lean Six Sigma Green Belt/Black Belt (Mandatory).
Core Competencies:
- Lean, Six Sigma, DMAIC, RCA, CAPA, FMEA, SPC, Risk Assessment, and Control Plans.
- CTQ/CTC/CTP/CTB frameworks and Voice of Customer (VOC) methodologies.
- Quality governance, audit frameworks, compliance, and client-centric quality models.
- Learning & Development, instructional design, competency frameworks, certification programs, and Train-the-Trainer initiatives.
- Knowledge Management, SOP governance, and structured onboarding frameworks.
- AI-driven process improvement, automation, analytics, and performance management.
- Demonstrated ability to deliver measurable improvements in quality, productivity, cost, and client satisfaction.
Leadership Attributes:
- Strategic thinker with strong execution capabilities in high-growth, transformation-focused environments.
- Strong executive presence and stakeholder management skills.
- Proven expertise in building scalable operating models, driving business transformation, leading cross-functional teams, and fostering a culture of continuous improvement and innovation
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