Senior Manager - Process Excellence Quality

Role

Summary:

We are seeking a seasoned Process Excellence leader to drive enterprise-grade quality transformation across US
Healthcare provider operations (Revenue Cycle Management, Patient Access, Coding, Billing, AR Follow-up,
Clinical Documentation, etc.). The Senior Manager will architect, implement, and sustain a robust process
excellence framework leveraging Six Sigma/Lean methodologies, operational analytics, and advanced quality
practices to deliver measurable improvements in accuracy, compliance, turn-around-time (TAT), productivity,
patient/provider satisfaction, and financial outcomes.

Key Responsibilities:

Design and deploy end-to-end Process Excellence roadmap across provider processes; standardize SOPs,
KPIs, and control plans.
Lead cross-functional Kaizen, DMAIC, and Lean initiatives to reduce defects, rework, and cycle time; deliver sustained productivity gains.
Own quality governance: define QMS, audits, sampling methodologies, and quality scorecards.
Ensure adherence to US Healthcare regulations and guidelines (e.g., HIPAA privacy/security standards, provider requirements, documentation integrity).
Perform root cause analysis (RCA) and implement corrective and preventive actions (CAPA) for recurring issues.
Build dashboards and performance frameworks for SLAs/OLAs—accuracy, first-pass resolution (FPR), denial rates, TAT, and CSAT/NPS.
Partner with client leadership and internal operations to identify improvement opportunities; lead governance reviews and QBRs.
Implement controls to mitigate operational risk, audit findings, and compliance breaches.
Collaborate with Technology/RPA teams to evaluate automation opportunities (RPA, macros, workflow tools, analytics).
Coach and develop a high-performing team of quality analysts, Black Belts/Green Belts, and project managers.

Required Qualifications:

10–20 years in US Healthcare provider processes with at least 5+ years in Process Excellence/Quality leadership.
Six Sigma Certification:
Mandatory (Green Belt required; Black Belt preferred).
Proven delivery of large-scale improvement programs with quantified outcomes.
Strong knowledge of provider-side workflows:
Patient Access, Eligibility/Authorization, Coding (ICD/CPT), Charge Entry, Billing, AR & Denial Management, Payment Posting, Clinical Documentation.
Hands-on experience setting up QMS, audits, sampling plans, and control charts; adept at RCA & CAPA.
Advanced proficiency in Excel/BI tools (Power BI/Tableau), statistical analysis, and dashboarding.
Excellent communication, stakeholder management, and client-facing governance experience.

Preferred Qualifications:

Six Sigma Black Belt or formal Lean certification.
Exposure to RPA/Automation programs and analytics-led transformation.

Experience with EHR/EMR systems (Epic, Cerner) and payer guidelines.
Prior experience managing large teams across multiple provider processes and geographies.

Core Competencies:

Strategic problem-solving & quantitative analysis
Execution rigor and result orientation
Client partnership & executive communication
Change management & stakeholder influence
Team coaching & talent development