Senior Manager | Healthcare BPO (Customer Service)

We are seeking an experienced and results driven Senior Manager for our Healthcare Customer Service account to lead high-performing customer service operations within our Healthcare BPO business.

This role is responsible for driving operational excellence, ensuring client satisfaction, achieving business KPIs, and developing leadership talent while maintaining compliance with healthcare industry standards.

• Lead and oversee multiple healthcare customer service teams delivering exceptional support to members, providers, and clients.
• Drive operational performance by meeting and exceeding key metrics including Service Level Agreements (SLAs), Customer Satisfaction (CSAT), Quality, Productivity, and Financial targets.
• Develop and execute strategies to improve operational efficiency, customer experience, and employee engagement.
• Manage team performance through coaching, mentoring, and leadership development.
• Partner with clients to understand business needs, provide operational updates, and build strong, long-term relationships.
• Ensure compliance with HIPAA and all applicable healthcare regulations, company policies, and client requirements.
• Analyze operational data and prepare executive-level reports with actionable recommendations.
• Lead continuous improvement initiatives using Lean, Six Sigma, or other process improvement methodologies.
• Collaborate with cross-functional teams including Quality, Training, Workforce Management, HR, and Technology to achieve business objectives.
• Manage resource planning, budgeting, forecasting, and workforce optimization.

• Must have previous experience as Manager in healthcare BPO setup mainly focused on RCM
• Strong understanding of U.S. healthcare operations, including health insurance, member/provider services, claims, and customer support.
• Proven experience managing large teams and multiple client accounts.
• Strong knowledge of operational metrics, performance management, and client relationship management.
• Experience with HIPAA compliance and healthcare regulatory requirements.
• Excellent analytical, problem-solving, communication, and presentation skills.
• Proficiency in Microsoft Office and reporting/dashboard tools.
• Lean Six Sigma Green Belt or Black Belt certification is an advantage.