AVP - Retrieval

About the role

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success. ESSENTIAL DUTIES AND RESPONSIBILITIES: Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member's performance objectives as outlined by the Team Member's immediate Leadership Team Member. Job Description: AVP Retrieval Location- Noida (WFO) Position Overview: The AVP will lead and oversee retrieval operations within the healthcare domain, ensuring efficient handling of member and provider interactions, compliance with industry regulations, and delivery of high-quality service. This role requires deep expertise in U.S. healthcare BPO operations, with a focus on retrieval processes, contact center management, and client relationship handling.

Responsibilities

• Operational Leadership
• Manage large-scale healthcare call center and retrieval support operations (200-400+ FTEs).
• Oversee inbound and outbound retrieval processes for medical records, claims, and provider/member communications.
• Ensure adherence to HIPAA and other regulatory requirements.
• Strategic Management
• Drive process improvements, automation, and efficiency in retrieval operations.
• Develop and implement KPIs to monitor performance and service quality.
• Collaborate with senior leadership to align retrieval goals with organizational strategy.
• Client & Stakeholder Engagement
• Act as the primary liaison for healthcare clients, ensuring satisfaction and retention.
• Lead deal negotiations and support business development initiatives.
• Provide insights into member and provider needs to enhance service delivery.
• Team Development
• Mentor and develop managers and supervisors within the retrieval team.
• Foster a culture of accountability, performance excellence, and continuous learning.
• Candidate Requirements
• Education
• Graduation in any discipline is mandatory (Bachelor's degree required).
• Post-graduation or specialized healthcare certifications (e.g., AHIP, CPC) are preferred.

Requirements

• 15-18+ years in U.S. Healthcare BPO industry, with at least 10 years in contact center or retrieval leadership.
• Strong exposure to both member and provider sides of healthcare (member side experience is essential).
• Proven track record in leading large teams and managing complex retrieval operations.
• Expertise in healthcare contact center and retrieval techno-functional areas.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and stakeholder management abilities.
• Experience in leading deals and managing client transitions.
• Familiarity with digital transformation tools in call center environments.
• PHYSICAL DEMANDS:

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