AnnexMed is seeking a seasoned Senior Vice President of Operations (SVP of Operations) to lead and scale our U.S. operations while working in close partnership with our India-based BPO delivery teams. This executive-level role carries full oversight and accountability for client success, operational performance, service quality, and client retention across all RCM services, including Billing, Coding, AR Follow-Up, Payment Posting, Denials Management, Prior Authorizations, and related RCM functions. The SVP of Operations will serve as the primary executive leader for AnnexMed’s top-tier and enterprise clients, ensuring seamless delivery, measurable results, KPI reporting, and long-term partnerships. This role requires deep RCM expertise, strong U.S. healthcare operations leadership, and the ability to manage and align cross-border BPO teams, processes, and performance metrics between the U.S. and India.
Key Responsibilities:
Executive Leadership & Strategic Oversight
- Managing the end-to-end operational success of all AnnexMed RCM engagements.
- Act as the executive leader responsible for client outcomes, satisfaction, and retention.
- Translate company strategy into scalable operational execution across U.S. leadership and India BPO teams.
- Partner closely with Sales, Client Success, Finance, Compliance, and Technology teams to support growth and expansion.
- Drive operational excellence while maintaining cost efficiency, quality, and compliance.
Client Relationship Building, Success & Retention
- Serve as the executive point of accountability for AnnexMed’s most strategic and high-revenue clients.
- Build and maintain strong, trusted relationships with client executives (C-suite, CFOs, VPs of Revenue Cycle, Directors).
- Proactively manage client expectations, escalations, and risk mitigation.
- Lead client retention strategies, renewals, and service expansions (add-on FTEs, new service lines, new departments).
- Ensure AnnexMed is viewed as a long-term strategic partner, not a vendor.
RCM Operations Oversight (Billing, Coding & AR Follow-up)
- Provide executive oversight of all RCM service lines, including:
- Medical Billing & Charge Entry
- Certified Medical Coding (ProFee, Facility, Specialty Coding)
- AR Follow-Up & Denials Management
- Payment Posting & Reconciliation
- Prior Authorizations & Eligibility
- Reporting, Analytics, and Performance Management, etc.
- Ensure services meet or exceed SOW/MSA contractual SLAs, KPIs, and productivity benchmarks.
- Maintain deep understanding of insurance payer rules, reimbursement models, and regulatory requirements.
Operations Leadership (U.S. & India BPO)
- Lead and align U.S.-based leadership with India BPO delivery teams.
- Ensure seamless communication, handoffs, and accountability between U.S. client-facing teams and offshore operations.
- Establish and enforce standardized workflows, SOPs, and escalation protocols.
- Drive performance consistency across time zones, cultures, and delivery models.
- Partner with India operations leadership on staffing models, training, productivity, and quality improvement initiatives.
Reporting, Auditing & Performance Management
- Manage and improve upon weekly, monthly, and quarterly operational reporting.
- Review and audit all client performance reports, including:
- Productivity and account volumes
- Quality and accuracy metrics
- AR aging, resolution rates, and collections impact
- SLA and KPI compliance
- Ensure reporting is accurate, actionable, and ready to report clearly to Clients
- Identify trends, risks, and opportunities, and drive corrective action plans when needed.
- Ability to be strategic and drive growth while also being hands on with operations and execution.
Client Meetings, Presentations & Communication
- Lead & oversee weekly and monthly client operational calls of top tier clients.
- Prepare and present executive-level operational updates, performance dashboards, and action plans.
- Ensure clear, professional, and proactive communication with clients at all times.
- Translate operational data into meaningful insights and recommendations for clients.
- Handle complex client discussions, escalations, and executive presentations.
Quality, Compliance & Risk Management
- Ensure adherence to HIPAA, data security, and compliance standards.
- Oversee internal quality assurance programs across billing, coding, and AR.
- Partner with Compliance and Security teams on audits, client questionnaires, and regulatory requirements.
- Identify operational and compliance risks early and implement mitigation strategies.
Team Leadership & Development
- Lead, mentor, and develop U.S.-based operations leaders and managers.
- Collaborate with India leadership to develop high-performing delivery teams.
- Establish clear goals, accountability, and performance expectations at all levels.
- Foster a culture of accountability, transparency, and continuous improvement.
Continuous Improvement & Scalability
- Drive process optimization and operational scalability to support growth.
- Identify opportunities to leverage automation, analytics, and AI to improve RCM outcomes.
- Standardize best practices across clients while allowing for client-specific customization.
- Support new client onboarding, transitions, and rapid scale-ups.
Qualifications & Experience
- 15+ years of progressive leadership experience in Healthcare Revenue Cycle Management.
- Senior executive experience overseeing Billing, Coding, and AR operations at scale.
- Proven success managing enterprise healthcare clients (hospitals, health systems, large provider groups, FQHCs).
- Demonstrated experience leading offshore / BPO operations, preferably in India.
- Strong understanding of U.S. healthcare reimbursement, payer policies, and compliance.
- Exceptional client-facing, communication, and executive presentation skills.
- Data-driven mindset with strong analytical and reporting capabilities.
- Experience owning staffing models and operational planning is strongly preferred.
Core Competencies
- Executive Leadership & Accountability
- Client Success & Retention capabilities
- RCM Operations Excellence
- BPO Team Management
- Performance Metrics & Reporting
- Client Communication & Relationship Building
- Process Improvement & Scalability
- Risk, Quality & Compliance Oversight
What Success Looks Like in This US SVP Role
- High client satisfaction and long-term retention of top-tier clients
- Consistent achievement or exceeding KPIs and SLAs
- Strong, collaborative alignment between U.S. leadership and India BPO teams
- Scalable, repeatable, and high-quality RCM delivery across all clients
- AnnexMed is recognized as a trusted extension of our client’s revenue cycle operations