General Manager – Revenue Cycle Management
Company: Acurus Solutions Pvt. Ltd. (a wholly-owned subsidiary of Akido)
Location: Chennai, Tamil Nadu, India (on-site, with required overlap with US Pacific and Eastern business hours)
Reports to: VP of Operations, Akido
Key US Partners: RCM Director (US), Global IT Lead, Medical Group Operations leadership
Direct Reports: AGM Operations, Process/Delivery Managers, Training Lead, WFM/MIS Lead, HR Business Partner (dotted line)
Team Size: 140 FTEs across billing, coding, AR, payment posting, and support functions
Employment Type: Full-time, permanent
About Us
Akido is an AI-native health system operating approximately 100 clinics across California, New York, and Rhode Island, including Chaparral Medical Group, an ~80-physician multi-specialty group serving more than 250,000 patients in California's Inland Empire. Akido's care footprint spans primary and specialty care, managed care populations, and street medicine and Enhanced Care Management (ECM) programs serving some of the most vulnerable patients in the US.
Acurus Solutions is Akido's captive central business office (CBO) in Chennai. Acurus delivers end-to-end revenue cycle, front-office, and back-office services to Akido's clinics and is a core part of Akido's strategy to combine skilled people with AI automation to run a best-in-class revenue cycle.
Role Summary
The General Manager – RCM is the senior-most operations leader at Acurus and owns the performance, people, compliance, and transformation of the India revenue cycle operation. This person is accountable for the financial outcomes Acurus delivers to Akido: collections, AR health, denial prevention, and cost-to-collect. They run Acurus as a business, not just a production floor.
This is a hands-on leadership role. The GM must be equally comfortable reviewing a payer denial trend line by line, presenting a monthly business review to US executives, resolving a staffing crisis, and partnering with technology teams to automate work that people do today. The right candidate will bring deep US healthcare RCM expertise, a track record of leading large offshore teams, and genuine enthusiasm for using AI and automation to change how revenue cycle work gets done.
Key Responsibilities
1. Revenue Cycle Performance and Delivery
- Own end-to-end delivery of Acurus RCM services, including eligibility and benefits verification, prior authorization support, charge entry, medical coding support, claim submission and scrubbing, payment posting (ERA and manual), AR follow-up, denial management, appeals, credit balance resolution, and patient statement support.
- Deliver against agreed KPIs and SLAs, including net collection rate, days in AR, AR over 90/120 days, clean claim rate, first-pass resolution rate, denial rate by category, posting lag, charge lag, and touch-to-resolution metrics.
- Drive root-cause analysis on denials and underpayments and translate findings into upstream fixes in partnership with US clinic operations, coding, and credentialing teams.
- Manage payer-specific complexity across Medicare, Medi-Cal and other Medicaid programs, Medicare Advantage, commercial payers, IPA/MSO capitated arrangements, and workers' compensation.
- Ensure claims are routed through the most efficient channel (electronic vs. paper), payer mapping is accurate, and clearinghouse rejections are worked promptly.
- Oversee write-off governance, ensuring adjustments follow approved policy and thresholds and are supported by documentation.
2. Operational Governance and Reporting
- Lead the monthly business review (MBR) process with Akido leadership, presenting performance, trends, risks, and improvement plans with clear, data-backed narratives.
- Run a disciplined operating cadence: daily production huddles, weekly performance reviews, and monthly/quarterly business reviews.
- Maintain accurate and timely MIS reporting on productivity, quality, inventory aging, and financial outcomes; ensure a single source of truth with the US team.
- Clearly define and maintain the division of responsibilities between the onshore (US) RCM team and Acurus, including escalation paths, handoffs, and ownership of exceptions.
- Maintain current, auditable SOPs, desk-level procedures, and process maps for every workstream.
3. People Leadership and Talent
- Lead, develop, and retain a large multi-layer team, building a strong bench of managers and team leads with clear succession plans for every critical role.
- Own workforce planning: capacity modeling, hiring plans, shift design, and FTE redeployment as volumes shift or automation reduces manual work.
- Maintain attrition, absenteeism, and engagement at or better than industry benchmarks for Chennai healthcare BPO.
- Build structured training programs covering new-hire onboarding, payer and specialty refreshers, compliance, and upskilling into higher-value work (analytics, automation support, complex denials).
- Foster a culture of accountability, ownership, and continuous improvement, with performance management that is fair, transparent, and consistent.
4. Automation, AI, and Transformation
- Partner with Akido's IT, product, and automation teams to identify, prioritize, and implement automation opportunities (RPA, AI agents, voice AI for payer calls, auto-posting, intelligent work queues, denial prediction).
- Redesign workflows and roles as automation is introduced, ensuring the team evolves from high-volume manual processing to exception handling, oversight, and analytics.
- Evaluate and support adoption of new RCM tools and vendors, providing an operational perspective on fit, effort, and ROI.
- Support EHR/PM system transitions, data migrations, and new clinic or acquisition onboarding with minimal disruption to cash flow.
5. Compliance, Security, and Quality
- Ensure full compliance with HIPAA, HITECH, and Akido's privacy and information security policies, including access controls, PHI handling, clean-desk policies, and incident reporting.
- Support internal and external audits (security, quality, payer, and client audits) and maintain audit-ready documentation at all times.
- Maintain and strengthen quality management systems, including QA sampling, error categorization, calibration, and corrective action plans.
- Ensure compliance with applicable Indian labor laws, statutory requirements, and company HR policies in partnership with HR and legal.
6. Financial and Business Management
- Own the Acurus operating budget, including headcount, facilities, technology, and overhead; manage to cost-per-FTE and cost-to-collect targets.
- Identify efficiency gains and present business cases for investment.
- Partner with finance on accurate cost allocation and reporting to Akido.
7. Stakeholder Management
- Serve as the primary point of accountability for RCM with Akido's US leadership.
- Build trusted, transparent relationships with the US RCM Director, clinic operations leaders, IT, finance, and compliance.
- Escalate risks early and come with options, not just problems.
Key Performance Indicators
Area
Example Measures
Cash & AR
Net collection rate, days in AR, % AR > 90 / > 120 days, cash vs. target
Claims & Denials
Clean claim rate, first-pass resolution rate, denial rate, denial overturn rate, timely filing write-offs
Productivity & Quality
Productivity vs. standard, quality/accuracy %, inventory aging, SLA adherence
People
Voluntary attrition, absenteeism, internal promotion rate, training completion
Cost & Transformation
Cost-to-collect, cost per FTE, hours/FTEs released through automation
Compliance
Audit findings, security incidents, SOP currency
Specific targets will be set with the VP of Operations during onboarding.
Qualifications
Required
- Bachelor's degree in commerce, business, life sciences, or a related field.
- 15+ years of experience in US healthcare revenue cycle management, with at least 5–7 years in a senior leadership role (Senior Manager, AGM, or above) running an offshore RCM operation.
- Demonstrated experience leading teams of 150+ FTEs, including managers and team leads.
- Deep, hands-on knowledge of the end-to-end US revenue cycle for physician/professional billing in a multi-specialty setting.
- Strong working knowledge of Medicare, Medicaid (Medi-Cal experience strongly preferred), Medicare Advantage, managed care/capitation, and commercial payer rules.
- Proven track record of improving AR days, collections, and denial rates with measurable results.
- Experience presenting to and managing US executive stakeholders.
- Strong command of RCM metrics and data, with high proficiency in Excel and comfort with BI/reporting tools.
- Excellent written and spoken English; clear, direct communicator.
Preferred
- MBA or postgraduate degree in management.
- Experience in a captive CBO (as opposed to only third-party BPO).
- Experience with NextGen, athenahealth, eClinicalWorks, Epic, or similar PM/EHR systems, and with clearinghouses such as Availity, Waystar, or Change Healthcare.
- Hands-on involvement in RPA, AI, or automation programs within RCM.
- Certifications such as CPC, CPB, CRCR (HFMA), or Lean Six Sigma Green/Black Belt.
- Experience with ISO 9001 / ISO 27001 or SOC 2 environments.
- Exposure to value-based care, FQHC, street medicine, or ECM programs.
Core Competencies
- Business ownership: Thinks in terms of cash, cost, and outcomes, not just volume and productivity.
- Analytical rigor: Uses data to find root causes and make decisions; challenges assumptions.
- Transformation mindset: Welcomes automation and actively redesigns work around it.
- People leadership: Builds strong teams, develops leaders, and holds people accountable with respect.
- Integrity and compliance: Treats patient data and payer rules with the seriousness they require.
- Executive presence: Communicates crisply and credibly across cultures and time zones.
- Resilience: Stays steady and solution-focused under pressure.
Working Conditions
- Based on-site at the Acurus office in Chennai.
- Regular overlap with US business hours (including early morning or late evening IST calls) is required.
- Occasional travel to the US may be required.