Healthcare Operations Director in BPO-8+ Yrs as Ops Director in BPO

Operations Director in BPO

Shift: Graveyard Shift (Must be amenable)

Job Summary:

This role requires a hands-on leader who can drive performance, ensure the quality of services, and maintain operational excellence. must have have at least 5-10 years of experience in healthcare BPO operations.

Key Responsibilities:

• Oversee day-to-day operations of the healthcare BPO, ensuring all activities are compliant with healthcare industry regulations and standards.
• Lead and manage cross-functional teams, including clinical staff, operational managers, and support personnel.
• Ensure the delivery of high-quality services to clients, meeting or exceeding contractual SLAs (Service Level Agreements).
• Drive performance improvements, operational efficiency, and productivity within the healthcare BPO.
• Work closely with senior leadership to develop and implement strategic goals and objectives for the department.
• Mentor and develop team members, providing leadership, training, and career growth opportunities.
• Monitor and report key performance indicators (KPIs), ensuring targets are met.
• Maintain and improve the operational processes and workflows to enhance service delivery.
• Handle client relations and escalations, ensuring timely resolution of issues.
• Ensure compliance with healthcare policies, protocols, and industry best practices.

• Bachelor’s Degree; Advanced degree strongly preferred.
• 8 + years of relevant experience; to include developing and executing strategies in a contact center environment
• Demonstrated effectiveness working in a highly matrixed organization.
• Excellent communication (oral and written), presentation and facilitation skills.
• Strong business and financial acumen.
• Expert in managing dependencies, steering teams towards milestones, and collaborating across multiple stakeholders and partners.
• Serves as an advocate and change agent, persuades and influences courageously at all levels of the organization.
• Communicates recommendations to management/senior business leaders through effective written and verbal communication.

cies.