The incumbent will lead and oversee back-office operations for U.S. healthcare payer accounts, ensuring the achievement of revenue, productivity, quality and client satisfaction targets. The role involves strategic planning, operational governance, crisis management, and effective account management to drive business performance and service excellence. The individual will be responsible for managing large teams across multiple accounts, ensuring compliance with SLAs, regulatory requirements, and quality standards, while driving continuous process improvement and operational efficiency.
Job Responsibilities
Manage and lead a team of 300+ members
Ensure SLA maintenance and quality assurance across operations
Handle crisis management and problem-solving activities
Collaborate with senior management to align operations with business goals
Monitor and analyze performance metrics to drive improvements
Foster a positive work workplace and team culture
Criteria
Any Graduation
15+ years of extensive experience in U.S. healthcare payer operations, with demonstrated success in leading Eligibility and Enrollment processes, and developing and managing large teams with a span of control about 300+ employees.
Exposure to Six Sigma/Lean preferably with YB/GB certification
Proven track record in account management, process/SLA management and revenue