RCM Operations Manager

RCM Operations Manager – Healthcare BPO

Position Overview

We are seeking an experienced RCM Operations Manager to provide strategic and operational leadership for our Healthcare Revenue Cycle Management (RCM) program. This role oversees end-to-end service delivery, financial and cost efficiency, client relationship management, and the development of operational leaders, including Assistant Managers and Supervisors.

The successful candidate will drive operational excellence, optimize business performance, scale service delivery, and ensure compliance with applicable U.S. healthcare regulations, client requirements, and BPO operational standards.

Qualifications & Requirements

• Non-negotiable: At least 5 years of progressive leadership experience in BPO operations, with substantial managerial-level experience managing healthcare Revenue Cycle Management (RCM) campaigns.
• Proven track record in managing large-scale teams, multiple lines of business (LOBs), operational scorecards, and client relationships.
• Strong knowledge of healthcare RCM processes, operational performance metrics, financial analysis, capacity planning, and workforce optimization.
• Demonstrated ability to achieve contractual Service Level Agreements (SLAs), key performance indicators (KPIs), and financial targets.
• Proven experience in leadership development, performance management, and organizational improvement.
• Exceptional client-facing and executive communication skills, with strong strategic thinking, analytical, and change management capabilities.
• Knowledge of HIPAA requirements, healthcare data privacy standards, and internal quality and compliance frameworks.
• Experience driving process improvement, operational efficiency, and cost optimization initiatives.

Key ResponsibilitiesA. Strategic Operations & Service Delivery

• Oversee end-to-end healthcare RCM operations, ensuring consistent achievement of contractual SLAs, KPIs, quality standards, and financial targets across all lines of business.
• Develop and implement operational strategies to improve service delivery, productivity, resource utilization, and overall business performance.
• Partner with Workforce Management (WFM) to ensure accurate volume forecasting, capacity planning, staffing optimization, and schedule alignment.
• Monitor operational scorecards, financial performance, and service delivery trends to identify risks, performance gaps, and improvement opportunities.
• Proactively address operational risks and workflow bottlenecks through data-driven decision-making and process optimization.
• Drive cost efficiency and resource optimization while maintaining service quality, compliance, and client satisfaction.

B. People Leadership & Organizational Development

• Lead, mentor, and develop Assistant Managers, Supervisors, and other operational support leaders to build a high-performing management team.
• Establish clear performance expectations, accountability frameworks, and leadership development plans.
• Drive employee engagement, retention, and workforce development initiatives across the operational organization.
• Implement structured performance management processes, career development pathways, and leadership succession plans.
• Foster a culture of accountability, collaboration, continuous improvement, and operational excellence.
• Identify leadership development needs and provide coaching and mentoring to strengthen management capabilities.

C. Client Governance & Stakeholder Management

• Serve as the primary operational point of contact and strategic partner for client stakeholders.
• Build and maintain strong client relationships through transparent communication, consistent service delivery, and proactive issue resolution.
• Lead Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs), presenting operational metrics, performance trends, root-cause analyses, and strategic improvement initiatives.
• Manage client escalations, develop service recovery plans, and ensure timely resolution of operational issues.
• Identify opportunities to improve client satisfaction, strengthen service delivery, and support account growth.
• Collaborate with internal stakeholders to align operational priorities with client expectations and contractual commitments.

D. Quality, Compliance & Continuous Improvement

• Champion continuous improvement initiatives using Lean, Six Sigma, and other process optimization methodologies, where applicable.
• Identify and implement automation opportunities and workflow enhancements to improve operational efficiency and reduce processing costs.
• Ensure adherence to HIPAA requirements, applicable healthcare data privacy standards, client policies, and internal quality frameworks.
• Oversee audit readiness, compliance monitoring, corrective action plans, and operational risk mitigation.
• Collaborate with HR, IT, Finance, Training, Quality Assurance (QA), and other support functions to improve operational effectiveness.
• Establish governance mechanisms to monitor quality, productivity, compliance, and continuous improvement outcomes.
• Ensure operational processes remain aligned with regulatory requirements, client expectations, and organizational standards.

Ideal Candidate Profile

The ideal candidate is a strategic healthcare BPO leader with substantial managerial experience in RCM operations. They possess the ability to manage large-scale, multi-LOB operations, develop high-performing leadership teams, maintain strong client partnerships, and deliver measurable improvements in service quality, financial performance, operational efficiency, and compliance.

Pay: Php80,000.00 - Php110,000.00 per month

Benefits:

• Health insurance
• Life insurance

Work Location: In person