Operations Manager-Medical Coding-Indore

Job Summary

The Operations Manager / Senior Operations Manager is responsible for leading day-to-day medical coding operations, ensuring delivery excellence across productivity, quality, compliance, and client SLAs. The role involves managing large teams, improving performance, and acting as a key link between senior leadership and operations teams.

Job Type

Full time

Location

Indore, Madhya Pradesh, India

Key Responsibilities

• End-to-End Operational Ownership - Own complete delivery of assigned medical coding processes/accounts across shifts and locations; translate client SLAs, quality benchmarks, and productivity targets into daily execution plans; Ensure uninterrupted operations through effective manpower planning, workload distribution, and shift coverage; Monitor volumes, backlogs, and capacity to proactively mitigate delivery risks; Act as the primary operational escalation point and ensure timely resolution of delivery issues
• Productivity, SLA & Financial Control - Drive achievement of productivity, accuracy, and utilization targets in line with business plans; Monitor SLA, TAT, and throughput metrics to prevent revenue leakage and penalties; Identify cost optimization opportunities through efficient staffing, cross-skilling, and utilization control; Support budget adherence by managing overtime, shrinkage, and resource allocation
• Quality & Compliance Management - Ensure strict adherence to ICD-10-CM, CPT, HCPCS, payer-specific, and client-defined coding guidelines; Review audit scores, error trends, defect leakage, and rework analysis on a continuous basis; Partner with Quality and Training teams to drive targeted coaching, refresher training, and calibration sessions; Implement and track CAPA plans to sustain quality improvements; Ensure compliance with HIPAA, PHI handling, and internal data security policies; Support internal, external, and client audits; ensure timely closure of audit observations
• Client & Stakeholder Engagement - Participate in regular client calls, governance reviews, and operational discussions; Prepare and present accurate MIS, dashboards, and performance narratives to clients and leadership; Manage day-to-day client expectations and ensure transparency in delivery updates; Handle operational escalations professionally and maintain high client confidence; Support new client onboarding, scope changes, and transition activities
• People Leadership & Workforce Management - Lead, mentor, and develop Team Leads, Assistant Managers, and frontline supervisors; Conduct regular performance reviews, coaching sessions, and capability assessments; Drive employee engagement, motivation, and retention initiatives; Identify training needs and coordinate with Training teams for skill enhancement; Support hiring, onboarding, and certification planning for coding teams; Build a strong succession pipeline and promote internal talent growth
• MIS, Analytics & Governance - Review daily, weekly, and monthly operational MIS and dashboards; Analyze trends across quality, productivity, attrition, and utilization; Provide data-driven insights and action plans to senior leadership; Ensure accuracy, consistency, and timeliness of reporting
• Process Excellence & Continuous Improvement - Identify opportunities for process simplification, standardization, and efficiency improvement; Lead continuous improvement initiatives using Lean, Six Sigma, or best-practice frameworks; Ensure SOPs, workflows, and process documentation are current and followed; Collaboration with Technology teams for automation and tool-based improvements
• Risk Management & Business Continuity - Identify operational, quality, and compliance risks proactively; Develop mitigation plans to ensure delivery continuity during high volumes or attrition; Support business continuity planning and disaster recovery readiness

Requirements

• Bachelors degree in Life Sciences, Healthcare, Pharmacy or Nursing.
• Masters degree in healthcare management, Hospital Administration, or Business Administration (MBA) preferred.
• Medical Coding certification (CPC / CCS / CIC) preferred.
• 10+ years of experience in US Healthcare / Medical Coding operations.
• 3-6+ years in a managerial role such as OM / SOM/AM.
• Proven experience managing large-scale, multi-client medical coding operations.
• Demonstrated capability in leading 150+ FTE organizations through multi-layer leadership structures

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