Job Description

We are seeking an experienced and dynamic Healthcare Operations Manager to oversee daily operations and will serve as the first-level of escalation for Supervisors, ensure HIPAA compliance, drive workforce planning, analyze performance data, and partner with U.S. clients and executives.

This is a full-time job, in a US Time zone setting, and in a work-from-office set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

• Oversee and manage daily operations, serving as the primary, first-level point of escalation for Supervisors within the specified departments.
• Directly manage the operations of the Front Desk and Billing departments, ensuring streamlined and effective workflows. Provide direct oversight to Supervisors and frontline staff, actively promoting a healthy, accountable, high-integrity, and high-performance work environment.
• Ensure all key performance metrics are consistently met or exceeded, and accurately prepare comprehensive monthly performance summary reports for management review.
• Collaborate effectively with U.S.-based client stakeholders to deliver timely operational performance updates, proactively resolve issues, and ensure full alignment with client processes and operational requirements.
• Enforce compliance with all relevant U.S. healthcare regulations, including HIPAA, Data Privacy, and protocols for fraud prevention.
• Drive comprehensive workforce planning initiatives, including managing recruitment, fulfilling staffing needs, overseeing terminations, coordinating team training, and implementing operational framework changes.
• Manage Daily Time Record (DTR) processes and accurately maintain and track all company asset inventory.
• Prepare and professionally present performance summaries, operational insights, and strategic recommendations through scheduled weekly and monthly business reviews to key client stakeholders.
• Act as the primary liaison and communication bridge to partners and stakeholders

QUALIFICATIONS:

• 8–10 years of BPO leadership experience, at a Senior Level or higher capacity, with at least 5 years in healthcare account management
• Advanced proficiency in Excel and data analytics for reporting, trend analysis, and operational insights
• Proven success in operations, process improvement, conflict resolution, and workforce optimization
• Demonstrated experience managing multifunctional teams/departments in fast-paced environments
• Strong understanding of U.S. healthcare standards, such as CMS and HIPAA guidelines, is a must
• Excellent articulation, client relationship management, and communication skills