JOB SUMMARY:
TheOperations Managerleads the healthcare claims processing delivery center, overseeing Assistant Managers and a team of at least 50 Claim Resolution Specialists. This role is performance-driven and responsible for operational excellence, workforce planning, team development, and client satisfaction. The ideal candidate has strong experience in call center operations, preferably within healthcare back-office environments such as Revenue Cycle Management (RCM) or Accounts Receivable (AR).
This is a full-time, on-site role requiring regular attendance at the Iloilo delivery center and alignment with U.S. CST working hours.
KEY RESPONSIBILITIES:
- Supervisesupervisors managing inbound and outbound teams.
- Guide and coach team members on best practices in claims resolution.
- Monitor productivity metrics and ensure operational targets are met.
- Promote a high-performance culture focused on accountability and continuous improvement.
- Oversee workforce planning and set clear team objectives.
- Ensure high levels of customer satisfaction across service interactions.
- Track and improve team performance, including payroll accuracy.
- Provide continuous coaching, feedback, and performance management.
- Communicate process updates clearly and consistently to the team.
- Collaborate with Quality Assurance, Training, IT, and Recruitment teams.
- Manage staffing processes including hiring, performance reviews, disciplinary actions, and terminations.
- Serve as a subject matter expert on client processes and operational needs.
- Perform other duties as assigned.
MUST HAVE:
- 810 years of call center operations experience (healthcare/RCM/AR preferred ).
- 35 years of management experience.
- Bachelor's degree or equivalent work experience.
- Fluent in English (verbal and written).
- Strong organizational and communication skills.
- Willing to work assigned shifts aligned with U.S. CST hours.
- Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook).
- Strong conflict resolution and problem-solving skills.
- Customer-focused mindset with attention to detail and empathy.
- Ability to manage multiple priorities in a fast-paced environment.
- Must pass background/security checks and drug screening.
NICE TO HAVE:
- Extensive experience in healthcare back-office operations (RCM or AR).
- Experience handling large teams (50+ employees).
- Exposure to U.S. healthcare claims processing.
- Experience working with cross-functional teams in a structured BPO environment.
- Experience managing performance improvement plans (PIPs) and workforce optimization strategies.
