Associate Director

Role Prerequisites:

• Hands-on experience in client governance and issue resolution.

• Understanding of RCM metrics and process levers.

• Strong analytical and communication skills.

Key Responsibilities:

Process:

• Conduct regular client governance meetings (MBRs/QBRs).

• Track SLA, productivity, and quality metrics with Operations.

• Identify improvement opportunities and lead performance initiatives.

• Maintain accurate forecasting and billing hygiene.

People:

• Lead ADs / Account Managers in daily execution and client updates.

• Coach team members on client communication and analytics.

• Strengthen collaboration with Operations and Finance partners.

Client:

• Serve as primary client contact.

• Manage escalations and communicate proactively on risks and solutions.

• Ensure NPS improvement through consistent engagement.

• Identify cross-sell and growth opportunities.

Financial:

• Track revenue realization and billing.

• Ensure forecast accuracy and EVA targets are met.

• Support cost optimization through efficiency initiatives.