The Operations Manager in the Healthcare Accounts Receivable (AR) and Medical Billing program plays a strategic leadership role in managing the overall performance and day-to-day operations. This role ensures SLA compliance, quality service delivery, workforce optimization, and solid client alignment.
The Operations Manager serves as the primary point of contact for internal teams and external stakeholders, driving improvements through data insights, collaboration, and proactive problem-solving.
This role requires strong leadership, data-driven decision-making, strategic planning, and cross-functional collaboration. The ideal candidate is analytical, client-focused, and thrives in a quick-paced BPO setting.
Oversee overall Service Delivery performance, ensuring achievement of client-defined KPIs such as Quality, Efficiency, Staffing, and Service Level;
Collaborate effectively with team members, co-managers, and cross-functional departments (GA, HR, Recruitment, IT, Training, Quality, Workforce Management)
to develop and implement action plans that resolve issues and drive continuous improvement;
Review, create, and update Standard Operating Procedures to ensure operational consistency, compliance, and process optimization.
Daily communication with the client to align expectations;
Host internal and external Business reviews regularly and present operational performance, clearly communicate insights, and ensure all operational concerns are addressed;
Manage program daily and monthly operating metrics within budgeted expense parameters;
Develop, manage, and maintain employee productivity goals against departmental standards;
Produce operating reports detailing center activity, trend analysis, goals/objective status, and special projects;
Coordinate with Site Senior Manager on Human Resource recruiting, training, development, and retention.
JOB REQUIREMENT
Bachelor’s degree or equivalent work experience
Fluent in English (C1 level or abo
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