Location Ahmedabad, Gujarat (Work from Office)

Shift Night shift — US Pacific Time (PST/PDT), approx. 8:30 PM – 5:30 AM IST

Department US Healthcare Outsourcing Operations Reports To Operations Manager / AVP – Operations Employment Full-time, Permanent

Shift Operations Leadership

Own end-to-end delivery for the night shift, ensuring SLAs, TATs, accuracy, and productivity targets are consistently met.

Drive the DME Intake function as the core night-shift operation — order / referral intake, document collection (Rx, CMN / DWO, chart notes), insurance eligibility and perks verification, prior-authorization coordination, and order qualification.

Provide oversight and continuity for any HCC coding and RCM / medical billing activity running on the shift, including escalation support.

Manage real-time queues, balance workloads, and reallocate capacity to protect priority and aging work.

Serve as the senior on-shift point of contact for operational issues, exceptions, and client escalations.

People & Performance Management

Lead, coach,



and develop Team Leads and frontline agents; run regular 1:1s, huddles, and feedback sessions.

Manage performance metrics, appraisals, PIPs, recognition, and career development.

Own roster planning, shift adherence, attendance, shrinkage, and attrition control for the night shift.

Partner with Talent Acquisition and Training on hiring, onboarding, and skill-building — especially cross-training agents into DME workflows.

Quality, Compliance & Reporting

Ensure strict adherence to client SOPs and HIPAA / data-security requirements.

Drive quality through audits, root-cause analysis (RCA), and corrective / preventive actions (CAPA).

Publish accurate daily / weekly MIS, dashboards, and shift handover reports.

Client & Stakeholder Management

Communicate directly with US-based clients and onshore counterparts during Pacific hours — status updates, issue resolution, and process changes.

Identify process gaps and lead continuous-

📌 Night Shift Manager Us Healthcare Operations (Ahmedabad)
🏢 The Leaders Hive
📍 Ahmedabad