Job Description

The Operations Manager is responsible for driving day-to-day productivity and service excellence across processes, ensuring workflows are aligned with industry standards, client expectations, and organizational goals. This role safeguards accuracy, confidentiality, and timeliness in healthcare operations while fostering employee engagement and client satisfaction.

Essential duties

Operational Leadership

• Define and implement patient experience strategies aligned with orgnisational goals.
• Lead operational planning, resource allocation, and workforce management.
• Drive a culture of excellence, empathy, and patient-centric service.
• Provide strategic leadership and guidance to direct reports, ensuring consistent implementation of company Code of Conduct and Discipline Management.
• Ensure team leaders and associates have the tools, training, and knowledge to deliver exceptional service in line with contractual obligations and KPIs.
• Ensure all healthcare-specific metrics are met without compromising accuracy.
• Oversee compliance with all processes, procedures, Canon and Client policies, and Client Service Business Rules.
• Build and maintain strong client relationships, consistently exceeding expectations through proactive communication and insights.
• Plan and manage employee schedules to meet customer KPI requirements and optimize workforce utilization.
• Ensure compliance with Philippine labor laws, DOLE regulations, and healthcare-specific legal requirements.
• Develop a forward-thinking team that drives innovation, nurtures future leaders, and redefines business practices.
• Coach and develop leadership teams, establishing clear employee goals, conducting performance reviews, and driving career development.
• Implement specialized healthcare quality audits to ensure agents are following both BPO efficiency standards and strict medical protocols.
• Attend and contribute to client business reviews, providing actionable insights and operational improvements.
• Collaborate with cross-functional teams to enhance reporting systems, workforce management tools, and training frameworks.
• Enforce strict physical and digital security measures within the BPO "floor" to prevent unauthorized access to Protected Health Information (PHI).
• Create a positive work environment through employee engagement initiatives, reducing attrition and resolving employee relations issues promptly.

Transitions Management

• Lead end-to-end transitions of new roles and processes, ensuring deliverables meet defined methodology with high quality, timeliness, and budget adherence.
• Oversee the "Knowledge Transfer” process for new hires to ensure they understand complex medical terminology workflows before hitting the floor.
• Develop retention strategies specifically for the account, acknowledging the high stress associated with handling medical emergencies or sensitive claims.

Customer Experience Management

• Foster a customer-first culture, ensuring patient satisfaction is prioritised in every interaction.
• Handle escalated cases and complex complaints, ensuring timely and professional resolution.
• Analyse patient feedback and service data to identify trends and implement improvements.

Reporting & Analysis

• Monitor and report on operational performance, patient satisfaction, and service quality.
• Provide insights and recommendations to senior leadership for strategic decision-making.
• Track financial and operational metrics to ensure cost-effective service delivery.

Process Improvement

• Identify inefficiencies in workflows and recommend enhancements to improve patient experience.
• Support implementation of new systems, tools, and processes to enhance service delivery.

Qualifications/Experience

• Bachelor’s/College Degree in any field.
• Minimum of 7 years of proven success in operations management within a BPO setting, with at least 4 years in healthcare account management.
• Demonstrated ability to coach, develop action plans, maximize performance, and provide effective feedback.
• Strong capability in analysing and improving work processes, establishing actionable plans to achieve specific goals.
• Excellent interpersonal and communication skills, both written and verbal, with the ability to present information effectively to internal and external stakeholders.
• Strong analytical and strategic-thinking abilities.
• Proven ability to organize and prioritize projects in a fast-paced, deadline-oriented environment.
• Proficiency in Lean Six Sigma methodologies would be a bonus
• Willingness to work on a flexible schedule and adapt to global client requirements.
• Knowledge of Philippine labour laws and DOLE regulations.
• Ability to provide accurate metrics (SLA, attrition, FTEs, transitions).
• Demonstrates leadership over large teams and building teams.