Operations Manager

About the role

The Operations Manager is responsible for overseeing the daily operations of healthcare business process outsourcing (BPO) programs, ensuring service delivery excellence, operational efficiency, client satisfaction, and compliance with healthcare industry standards. This role leads multiple teams and supervisors, drives performance against key metrics, manages workforce planning, and implements process improvements to achieve business objectives.

Key responsibilities

• Manage healthcare operations and ensure achievement of KPIs, SLAs, quality, and productivity targets.
• Lead, coach, and develop Team Leaders and staff.
• Monitor performance metrics and implement process improvements.
• Manage client relationships, escalations, and operational reviews.
• Ensure compliance with HIPAA and healthcare industry standards.
• Drive workforce planning, capacity management, and employee engagement initiatives.
• Collaborate with support functions to optimize operational performance and cost efficiency.

About you

• Bachelor's degree in Business, Healthcare Administration, or related field.
• 5+ years of BPO operations experience, with at least 2 years managing healthcare accounts.
• Strong background in healthcare processes such as Insurance Verification, Prior Authorization, Medical Billing, Claims Processing, or Revenue Cycle Management.
• Proven leadership, analytical, and stakeholder management skills.
• Proficient in Microsoft Office and performance reporting tools.