Business Transformation Manager

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies. To know more about Firstsource please visit our website Job location : Chennai Position : Senior Manager -Business Transformation Job Summary: The Transformation Manager will be responsible for driving process improvements, delivering value-added initiatives, and leading end-to-end change management within the Revenue Cycle Management (RCM) domain for providers. The role involves collaborating with cross-functional teams, leveraging Lean and Six Sigma methodologies, and implementing industry best practices and tech interventions to optimize operations and achieve strategic goals. The ideal candidate will have a keen eye for detail, strong analytical skills, and a passion for optimizing business processes. Key Responsibilities: Process Analysis: Analyze existing workflows within the RCM lifecycle (e.g., patient access, billing, AR follow-up, denial management) to identify root causes of inefficiencies and improvement opportunities. Process Transformation: Design and implement transformative projects to enhance operational efficiency, reduce costs, and improve KPIs such as Days in AR and denial rates. Lead initiatives that improve compliance with PHI/HIPAA, ensuring robust data protection processes. Benchmark RCM processes against industry standards to bring in innovations like automation tools, payer-specific optimization, and denial prevention strategies. Lean & Six Sigma Deployment: Utilize Green Belt-certified expertise to run process improvement initiatives, including root cause analysis and DMAIC projects. Ensure projects align with business objectives and deliver measurable outcomes. Project Management: Support the execution of process improvement projects, including planning, coordinating, and tracking progress. Ensure projects are completed on time and within budget. Documentation: Develop and maintain documentation for processes, procedures, and improvement projects. Ensure all process changes are properly documented and communicated to relevant stakeholders. Data Analysis & Management: Leverage MS Office (Visio, Excel, PowerPoint, and Word) and analytics tools to track key metrics and project milestones if required. Present performance reports and transformation updates to leadership and stakeholders. Use data to identify trends, make recommendations, and measure the impact of changes. Continuous Improvement: Promote a culture of continuous improvement by encouraging and facilitating the identification of process improvement opportunities across the organization. Compliance and Quality: Ensure that all process improvements comply with industry standards, regulations, and internal quality requirements. Stakeholder Management: Collaborate with onshore and offshore teams to ensure alignment with client goals. Work with stakeholders across functions to review, track progress of solutions/initiatives by setting up meetings as needed, following up through emails. Additionally, engage with end customers to ensure their requirements are addressed and they are appraised of the status of the solutions/initiatives thereby ensuring zero escalation. Qualifications:

• Bachelor’s degree in science (Preferably in Biology, Microbiology, Biotechnology, Pharma) or a related field.
• 4–6 years of experience in Revenue Cycle Management for providers , with a strong focus on process improvement.
• 3-5 years of experience in process improvement, project management, or a related role.

• Expertise in MS Office (Visio, Excel, Word, PowerPoint).
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis tools and software (e.g., Excel, Minitab).
• Ability to work collaboratively with cross-functional teams.
• Ability to manage multiple projects simultaneously and meet deadlines.

• Analytical Thinking: Ability to analyze complex processes and data to identify areas for improvement.
• Attention to Detail: Ensure accuracy and completeness in documentation and analysis.
• Communication: Effectively convey information and ideas to various stakeholders.
• Collaboration: Work well with others to achieve common goals.
• Adaptability: Adjust to changing priorities and conditions.