Manager - Operations ROI

Key Responsibilities:

• Operational Oversight: Manage day-to-day operations of BPO teams, ensuring adherence to service level agreements (SLAs) and performance targets.
• Team Leadership: Lead, mentor, and motivate BPO teams (50-100 FTEs), fostering a positive and productive work environment.
• Client/Onshore Relationship Management: Collaborate with client/onshore managers, understand their needs, and ensure effective communication and issue resolution.
• Performance Management: Monitor key performance indicators (KPIs), analyse data, and implement strategies to improve efficiency and quality.
• Process Improvement: Identify areas for process improvement, develop and implement best practices, and leverage technology to optimize operations.
• Compliance: Ensure adherence to organizational policies, procedures, and relevant healthcare regulations.
• Resource Management: Allocate resources effectively, manage workload distribution, and optimize staffing levels.
• Financial Management: May be involved in budget management and cost optimization efforts.
• Strategic Planning:
Contribute to the development and execution of operational strategies to support business growth and client objectives.
• Collaboration: Collaborate with other departments, such as IT, Operations & Development to address any technical issues or system enhancements related to the projects.
  

Skills:

• Strong leadership and team management skills. 
• Excellent communication and interpersonal skills. 
• Proven ability to manage client relationships and expectations. 
• Proficiency in data analysis and performance management. 
• Solid understanding of BPO industry practices and standards. 
• Experience in healthcare regulations and compliance is often required. 
• Experience with revenue cycle management (RCM) is highly desirable. 
  

Education:

Experience:

Specific Skills for Healthcare BPO:

• Knowledge of US healthcare regulations, including HIPAA and other relevant laws. 
• Understanding of healthcare revenue cycle management (RCM) processes.
• Experience with payer-side operations, such as claims management, provider data, and contracting. 
• Experience with different healthcare BPO models (e.g., third-party BPO, in-house shared service centers).