Assistant Operations Manager (BPO – HealthCare, RCM)

KAVI Philippines is looking for an experienced Assistant Manager to join our healthcare claims processing team.

• Support the Operations Manager in supervising and managing day-to-day activities of the call center team.
• Provide direct coaching and mentoring to a team of Claim Resolution Specialists to drive efficiency and quality.
• Monitor key performance metrics and assist in implementing strategies for improvement.
• Promote a culture of continuous improvement and accountability within the team.
• Assist with workforce planning and ensure shift schedules are met.
• Support quality assurance efforts and maintain high levels of customer service.
• Participate in performance evaluations and provide regular feedback to team members.
• Communicate updates and process changes clearly to ensure team alignment.
• Collaborate with internal departments such as Quality, Training, IT, and HR to address operational needs.
• Assist in the recruitment, onboarding, and training of new team members.
• Act as a liaison between the frontline team and management to escalate concerns and share insights.
• Serve as a subject matter resource on claims resolution processes and client expectations.
• Take on additional responsibilities as required by leadership.

• 5–7 years of experience in call center operations, preferably in healthcare (RCM/AR experience a plus).
• Minimum 2 years in a leadership or supervisory role.
• Bachelor’s degree or equivalent work experience.
• Fluent in English, with strong verbal and written communication skills.
• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint).
• Strong coaching, problem-solving, and interpersonal skills.
• Ability to work flexible shifts aligned with U.S. CST hours.
• Strong customer focus and commitment to service excellence.

• Experience in workforce planning or performance management.
• Familiarity with quality assurance and operational KPIs in a call center environment.
• Previous experience training and onboarding new team members.
• Exposure to healthcare claims processes or client expectations.