Senior Operations Manager | Healthcare BPO - Pasay - ref. t0672915

Access Healthcare is looking for a dynamic and experienced Senior Operations Manager to oversee the day to day operations of a healthcare account. The ideal candidate will have 7 to 10 years of leadership experience within the BPO industry, with a strong focus on healthcare campaigns such as Revenue Cycle Management (RCM), Patient Billing, Collections, Claims Management, Customer Service and Clinical Operations.

As a Senior Operations Manager, you will be responsible for driving performance, ensuring compliance, and managing cross-functional teams to deliver exceptional service to our healthcare clients. You will play a critical role in achieving operational excellence, cost management, and delivering a high-quality client experience.

Key Responsibilities:

• Operational Leadership: Lead and manage all aspects of operations for healthcare accounts, ensuring service delivery excellence and client satisfaction.
• Team Management: Oversee a team of supervisors, managers, and agents across multiple healthcare campaigns, including but not limited to Revenue Cycle Management, Claims, Patient Scheduling, Collections, and Clinical Operations.
• Client Relationship Management: Serve as the primary point of contact for clients, building and maintaining strong, long-term relationships. Ensure client expectations are met and exceeded.
• Performance Optimization: Drive continuous improvement initiatives to optimize productivity, efficiency, and quality of service. Set and track key performance indicators (KPIs) and service level agreements (SLAs).
• Compliance & Regulatory Adherence: Ensure adherence to healthcare regulations, including HIPAA, and ensure the team follows industry standards and best practices in all aspects of healthcare services.
• Financial Management: Monitor budgets and ensure the financial performance of the account meets targets. Identify areas for cost-saving and efficiency improvements.
• Training & Development: Develop training programs for new and existing employees. Ensure team members are equipped with the knowledge and tools to succeed and advance in their roles.
• Problem-Solving: Address any operational challenges or client concerns promptly and effectively, implementing solutions that enhance service quality.
• Reporting & Analytics: Prepare and present regular operational reports to senior leadership, highlighting performance metrics, trends, and improvement strategies.

Required Qualifications:

• Experience: Minimum 7 to 10 years of leadership experience in a BPO environment, with a focus on healthcare operations (e.g., Revenue Cycle Management, Claims, Patient Scheduling, Collections, Clinical Operations).
• Leadership Skills: Proven experience in managing large teams, with the ability to motivate, coach, and develop talent. Strong interpersonal and communication skills are essential.
• Healthcare Knowledge: In-depth understanding of healthcare processes and regulations, including HIPAA compliance and healthcare billing practices.
• Client Management: Demonstrated ability to build and maintain relationships with clients, manage expectations, and act as a trusted advisor.
• Operational Excellence: Strong background in managing KPIs, SLAs, and driving performance improvement initiatives in a healthcare or BPO environment.
• Analytical Skills: Ability to analyze data, generate insights, and make data-driven decisions to improve operations.
• Problem-Solving: Strong problem-solving abilities with a focus on proactive solutions and results-oriented approaches.
• Education: Bachelor’s degree in Healthcare Administration, Business Administration, or a related field (preferred).

Desired Skills & Qualifications:

• Experience with healthcare IT systems and software.
• Master’s degree in Business Administration or Healthcare Management (preferred).
• Knowledge of Lean, Six Sigma, or other process improvement methodologies.
• Ability to work in a fast-paced, dynamic environment.
• Amenable to report at McKinley Taguig or Pasay

What We Offer:

• Competitive salary and benefits package
• Opportunity to work with a diverse, dynamic team
• Career growth and professional development opportunities
• A collaborative work environment with a focus on innovation