Job Description

1. The Operations Manager in the Healthcare Accounts Receivable (AR) and Medical Billing program plays a strategic leadership role in managing the overall performance and day-to-day operations. This role ensures SLA compliance, quality service delivery, workforce optimization, and strong client alignment.

The Operations Manager serves as the primary point of contact for internal teams and external stakeholders, driving improvements through data insights, collaboration, and proactive problem-solving.

This role requires strong leadership, data-driven decision-making, strategic planning, and cross-functional collaboration. The ideal candidate is analytical, client-focused, and thrives in a fast-paced BPO environment.

1. Oversee overall Service Delivery performance, ensuring achievement of client-defined KPIs such as Quality, Efficiency, Staffing, and Service Level;

2. Collaborate effectively with team members, co-managers, and cross-functional departments (GA, HR, Recruitment, IT, Training, Quality, Workforce Management) to develop and implement action plans that resolve issues and drive continuous improvement;

3. Review, create, and update Standard Operating Procedures to ensure operational consistency, compliance, and process optimization.

4. Daily communication with the client to align expectations;

5. Host internal and external Business reviews regularly and present operational performance, clearly communicate insights, and ensure all operational concerns are addressed;

6. Manage program daily and monthly operating metrics within budgeted expense parameters;

7. Develop, manage, and maintain employee productivity goals against departmental standards;

8. Produce operating reports detailing center activity, trend analysis, goals/objective status, and special projects;

9. Coordinate with Site Senior Manager on Human Resource recruiting, training, development, and retention.

1. JOB REQUIREMENT

• Bachelor’s degree or equivalent work experience

• Fluent in English (C1 level or above), with strong communication and leadership skills.

• Minimum 23 years of experience in healthcare AR, revenue cycle, or medical billing, with at least 1-2 years in a leadership role managing teams and client relationships.

• Experience in performance reviews, KPI negotiations, and process transitions.

• In-depth knowledge of billing practices, payer guidelines, denial management, and compliance standards (e.g., HIPAA).

• Strong analytical, decision-making, and problem-solving skills.

• Comfortable using billing systems, claim portals, and productivity monitoring tools.

• Ability to thrive in a fast-paced, client-driven environment.

1. RELATIONSHIP - NOT APPLICABLE

INTERNAL

EXTERNAL

1. Operations Team

1. Client’s Product Team

1. COMPETENCY

Operations Oversight & Performance Management

• Oversee day-to-day operations and performance metrics of the AR and medical billing teams.

• Ensure all program KPIssuch as Quality, Productivity and Service Levelare consistently met.

• Monitor and evaluate team output using operational reports,

dashboards, and productivity tools.

• Initiate and manage performance improvement plans for

underperforming units or metrics.

• Ensure adequate staffing, floor coverage, and shift optimization

based on volume and capacity.

Client Engagement & Business Reviews

• Lead regular client calls and business reviews, providing insights, performance data, and action plans.

• Ensure timely response to escalations and client concerns with root cause and resolution tracking.

• Translate client updates, expectations, and goals into actionable

steps for internal teams.

Cross-Functional Collaboration

• Collaborate with QA, Training, WFM, HR, and IT to support seamless operations and compliance.

• Participate in policy updates, program launches, and process

alignment sessions.

• Support onboarding, refresher training, and employee retention initiatives in coordination with other departments.

Reporting & Insights

• Prepare weekly and monthly reports including productivity trends,

client metrics, and performance risks.

• Conduct root cause analysis and present insights for continuous improvement and strategy formulation.

• Contribute to capacity planning and forecasting based on historical

data and client volumes.