Operations Manager - Healthcare

About the role

This is an operational leadership position in a healthcare Business Process Outsourcing (BPO) environment. You will manage operations for assigned healthcare clients, overseeing key performance indicators, workforce planning, and service delivery while leading and developing a team of Team Leaders and clinical staff.

Key responsibilities

• Monitor and analyze key performance indicators (KPIs) including productivity, quality scores, turnaround time (TAT), and SLA compliance
• Develop and implement operational strategies to improve efficiency and service delivery
• Manage workforce planning including scheduling, staffing, and capacity planning
• Serve as the primary operational point of contact for assigned healthcare clients
• Lead regular client business reviews (weekly/monthly) and present performance dashboards
• Proactively identify and resolve client concerns, escalations, and service gaps
• Align operations with client-specific policies, payer guidelines, and compliance requirements
• Lead, coach, and develop a team of Team Leaders and clinical staff
• Conduct regular performance reviews, one-on-ones, and career development discussions
• Drive employee engagement, retention, and team morale initiatives

About you

• Minimum 5–7 years of total work experience, with at least 3–4 years in a Healthcare BPO setting
• At least 2–3 years in a supervisory or managerial role (Team Lead, Assistant Manager, or Operations Manager)
• Hands-on experience in one or more of the following healthcare BPO functions: Utilization Review / Utilization Management (UR/UM), Prior Authorization / Pre-certification, Case Management / Care Coordination, Denial Management / Clinical Appeals, Medical Coding or Clinical Documentation
• Excellent analytical and critical thinking skills
• Strong verbal and written English communication skills
• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word); experience with healthcare platforms (Epic, Citrix, etc.) is a plus
• Demonstrated ability to manage multiple teams and drive results in a fast-paced environment