Manager, Operations & Delivery

Company:

Location:

Job Type:

Compensation:

About Us:

NextDimension AI

The Role:

"player-coach"

Key Responsibilities:

Key Responsibilities:

• Client Partnership:

  Own and grow strategic US client relationships. Lead all client reporting and business reviews (WBRs, QBRs).

• Automation Strategy:

  Proactively analyze client operations to identify and introduce our AI automation tools.

• Hands-on Leadership:

  Lead from the front. Personally handle patient calls, prior-auths, and RCM tasks to set the quality standard and act as the primary backup.

• Team Building:

  Recruit, hire, train, mentor, and manage the entire operations team from scratch.

• Process Excellence:

  Build, document, and optimize all operational SOPs.

• Compliance:

  Own and enforce 100% HIPAA compliance and data security.

Qualifications & Skills:

Required:

• MBA or Master's in Healthcare Administration (MHA).
• 5+ years of experience in operations, with at least 2 years in a leadership role.

• Demonstrated "player-coach" mentality:

  A proven willingness and ability to be hands-on, learn on the job, and perform all core tasks of the team you are managing.
• Proven track record of successfully hiring, training, and scaling operations teams.
• Excellent client-facing communication and relationship management skills.
• Strong analytical skills with proficiency in using data to drive decisions.

• Mandatory:

  Deep, practical experience within a BPO/KPO environment.
• Thorough understanding of HIPAA regulations and a commitment to data security.

Preferred:

• Expert-level knowledge

  of US healthcare processes, including patient scheduling, patient queries, and

  end-to-end

  revenue cycle management (RCM) process.
• Hands-on experience with various EMR/EHR systems (e.g., Epic, Athenahealth, eClinicalWorks).
• Experience serving in the US Healthcare industry.
• Experience working in a fast-paced startup environment.
• Experience with call center technologies (CRM, IVR, call monitoring software).
• Certifications in Project Management (PMP) or Process Improvement (Lean, Six Sigma).