Sr. Manager, RCM Quality Assurance & Training

Who We Are:

We Are Modernizing Medicine (WAMM)! We’re a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed is based in Boca Raton, FL, with office locations in Santiago, Chile, Berlin, Germany, Hyderabad, India, and a robust remote workforce with team members across the US.

The role (Sr. Manager, RCM Quality Assurance & Training) will build Quality Strategy and processes to improve the Quality of deliverables while working with various stakeholders within Quality Organizations of Global Partners, Modmed India and Modmed US. Developing Training Curriculum for External and Internal Teams as per the Business needs is a key area to focus.

Your Role:

• Lead and manage the Quality Assurance and Training Team in building and executing a robust Quality Strategy and Processes to have a strong monitoring and feedback mechanism which is standardized across Modmed Teams and its partners. This strategy will define the methodology to pick up samples at the function level for Audits and define Quality Dashboards to compare the outcome while sharing the feedback through positive and productive methods for Global Partners and MMI Teams.
• Participate and lead the Quality related discussions with internal and external stakeholders for continuous improvements. The position will be L2 for any quality rebuttals and will work to continuously reduce the understanding gaps amongst all teams (ModMed and Global Partners) so that rework can be reduced and audit outcomes can be efficiently analysed for corrective action. They will work directly with Global partner Quality SPOCs to implement the Quality Strategy and monitor the Quality performance of the Global teams. They will create a governance model to have the Quality Reviews and present the weekly and Monthly Quality & Training outcome and initiatives. 
• Define robust plans to proactively and reactively improve the quality while focusing on the top errors and the associates contributing to the Quality Issues. This plan can focus on Training, Process Improvement, future audit methodology etc. Working with the Global Partner Teams to provide feedback in a very positive environment is a key responsibility
• Actively participate in the Client escalation discussions to understand the reported issues to provide the facts, figures, and an improvement plan to the CS Team which can be shared with Clients
• Understand the Training requirements for Global Partners as well as MMI Teams from Quality Audits Outcome, PKTs and ongoing Business needs. They will work closely with all the onshore and offshore Teams to develop and deliver the most effective Training curriculum for new hires, in process ramp up Team Members and tenured employees to be cross trained on additional skills or specialities.  They will work with SMEs on developing focused Training Modules on Functional and Speciality based best practices.
• Work with MMI and MM Auditing Teams so that they are equipped with the required knowledge and their skills are being tested continuously through certifications. Share best practices for improving knowledge and understanding with Global Partners as well
• Work with Operations Team and Coordinators to understand the quality pain points and effectively contribute to process improvement, documentation etc.
• Take initiatives to bring tools and technologies for report-level audits and feedback which is in line with the future growth. They will continuously work on innovating on enhancing the knowledge of the Partner and MMI Teams through certifications, PKTs through Computer Based Learning & Training Modules (CBTs) on RCM, Specialities and other Best Practices
• Directly managing a Team of Quality Auditors and Trainers, strengthening their knowledge and upgrading their role to think, plan, strategize and be accountable to improve the Quality for the assigned Verticals. Upscaling them and broadening their visibility from Legacy Quality Assurance Model to a Proactive Quality improvement Program through Data Analytics and Trend Analysis where they can be more impactful to improve the outcome is an important duty.

Skills & Requirements:

• 15+ years of experience in Provider RCM with a minimum of 5 years of experience in managing the Quality Assurance and Training Teams of a large-sized RCM Organization
• Strong knowledge of Provider RCM processes 
• Hands on with Quality Assurance processes and controls in RCM 
• Certified six sigma Black belt is a plus
• Prior experience in managing and working with onshore Teams 
• Good communication and presentation skills
• Prior understanding of tools and technologies to build robust Quality and Training Processes 
• Can work during US time zone.