Senior Consultant - Employee Relations

Job DescriptionRole Summary and purposeThe Senior Employee Relations Specialist – Healthcare & RCM will be responsible for managing complex employee relations matters across Revenue Cycle Management operations. The role ensures fair, compliant, and consistent handling of workplace issues while balancing associate safety, regulatory requirements, and operational productivity. This position requires strong investigation skills, healthcare/RCM domain understanding, knowledge of labour laws, and the ability to partner with operations, compliance, and quality leaders.Key ResponsibilitiesEmployee Relations & InvestigationsLead investigations related to:Workplace behavior, harassment, and discriminationConduct issuesHIPAA-related violations, confidentiality breachesFraud, coding inaccuracies, and RCM-sensitive concernsComplaints involving behaviourConduct meetings with employees, supervisors, and cross-functional stakeholders.Document findings, recommend actions, and ensure closure with minimal business disruption.RCM-Specific ResponsibilitiesSupport ER issues within RCM teams:BillingCodingAR follow-upPatient accessRegistration & authorizationAddress performance issues tied to:Productivity metrics (DNFB, TAT, collections, coding accuracy)Quality scores and audit findingsCompliance and payer-specific regulationsPartner with Quality, Operations, and Compliance to ensure alignment with revenue cycle controls.Compliance & Policy Governances within RCM teams:Ensure adherence to:Healthcare regulations (HIPAA, privacy)Healthcare accreditation requirements (NABH/JCI)Labor laws and statutory requirementsAssist in developing, updating, and socializing HR and ER policies relevant to healthcare and RCM environments.Guide leaders when applying disciplinary frameworks for sensitive issues.Performance & Conduct ManagementAdvise managers in handling:Low performanceAttendance and scheduling concerns (especially for 24/7 operations)Behavioral and professionalism issuesMisconduct impacting revenue operationsSupport corrective action processes including counselling, PIPs, and terminations.Stakeholder & Leadership AdvisoryPartner with Operations Heads, and Compliance teams.Coach frontline leaders on conflict resolution, documentation, and handling grievance conversations.Identify ER hotspots within departments and recommend preventive strategies.Engagement, Culture & Workforce StabilitySupport initiatives aimed at:Reducing attrition in high-volume functions like patient access or ARImproving morale among RCM teamsEnhancing communication between shifts and cross-functional teamsParticipate in culture-building, rewards programs, and engagement surveys.Training & Capability BuildingDeliver training on:Workplace conduct & behaviorRespectful workplace & anti-harassmentHIPAA awareness for non-clinical staffDocumentation & record-keeping best practicesConflict management for supervisorsBuild leader capability to handle ER issues independently and confidently.Data & InsightsMaintain ER dashboards with trends from:Attendance & latenessRCM productivity-linked escalationsGrievances and engagement feedbackProvide insights to leadership on risk areas and recommend targeted interventions.Qualifications & ExperienceRequired:Bachelor’s degree in HR, Business, Healthcare Administration, or related field.8–10 years of HR experience, with at least 3–5 years in healthcare or RCM sector.Strong experience in ER investigations, including compliance-related and conduct issues.Working knowledge of HIPAA, patient rights, and healthcare workplace norms.Preferred:HR certifications (SHRM-CP/SCP, PHR/SPHR).Experience in healthcare RCM companies.Exposure to healthcare audits or accreditation processes (NABH/JCI)Skills & CompetenciesExcellent communication and stakeholder management.High integrity, confidentiality, and sound judgment.Knowledge of healthcare compliance frameworks and RCM metrics.Strong investigative and documentation skills.Ability to manage high-stress, emotionally sensitive situations.Analytical mindset for ER dashboards and trend analysis.Success Measures (KPIs)Timely closure of ER casesReduction in repeated or department-specific ER triggersCompliance adherence (HIPAA, labour laws, accreditation standards)Manager satisfaction with ER supportImproved employee engagement and reduction in attritionStability and productivity improvements in RCM teamsLarge-Scale HR Operations: Proven experience managing HR in organizations of 1500-2000Shift Timings: 6 PM - 3 AM

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