We are seeking an experienced Service Management Operations Lead to oversee the day-to-day operations, performance, and continuous improvement of enterprise-wide healthcare billing processes. This role ensures billing accuracy, compliance, and efficiency across all healthcare settings - including acute inpatient, outpatient, polyclinic, day surgery, and emergency departments.
Responsibilities
- Lead the daily operations of enterprise billing and financial processes across multiple healthcare settings.
- Manage and mentor a team of professionals, fostering collaboration, accountability, and high performance.
- Engage with stakeholders including healthcare institutions, governing bodies, and technology partners to ensure seamless integration and alignment of billing processes.
- Identify and drive process improvements to enhance accuracy, efficiency, and operational excellence using data-driven methods.
- Proactively identify and mitigate risks, ensuring compliance with relevant policies and regulatory requirements.
- Oversee projects and system enhancements, ensuring initiatives are delivered on time, within scope, and within budget.
- Develop and maintain reporting and analytics frameworks to monitor performance and provide insights to management and key stakeholders.
Qualifications
- Bachelor's degree in Information Technology, Healthcare Administration, Business Management, or a related field.
- Minimum 10-15 years of experience in operations, with a focus on billing systems, financial management, or service delivery.
- Demonstrated success in leading large-scale programs and managing cross-functional teams.
- Excellent leadership, stakeholder management, and communication skills.
- Proficiency in project management and process improvement methodologies.
- Ability to complex data and make informed, strategic decisions.
- In-depth understanding of healthcare billing processes, regulatory requirements, and financial systems.
- Familiarity with SAP BRIM (Hybris) and SAP S/4HANA.
- Proven experience managing and closing high volumes of tickets using tools such as JIRA, ServiceNow, or SCCD.
- Excellent verbal and written communication skills.
- Ability to work independently and drive accountability across teams to resolve incidents effectively.
- Familiarity with service management frameworks (e.g., ITIL) is good to have.
