Operation Manager/Team Lead

As an Operation Manager & Team Lead in Healthcare Process, you will be responsible for leading a high-performing team dedicated to maintaining service quality and compliance in healthcare support operations. Your role will involve overseeing QA and training functions to ensure that customer interactions align with TELUS's standards of care, privacy, and professionalism. Your primary responsibilities as an Operation Manager will include managing end-to-end healthcare operations such as claims, eligibility, RCM, and prior authorizations. You will be tasked with driving performance to meet SLAs, collaborating with US healthcare clients, ensuring compliance with HIPAA and data security standards, forecasting staffing needs, implementing process improvements, and mentoring team leads and supervisors. As a Team Lead, you will supervise a team of associates handling US healthcare processes, monitor team performance against KPIs, provide coaching and feedback, manage daily workflows and client expectations, ensure adherence to HIPAA guidelines, support process training and onboarding, and report team metrics to Operations Managers. To be successful in this role, you must have a minimum of 3-7 years of experience as an Operations Manager or 2 or more years as a Team Lead in the Health and Welfare domain. You should possess a strong understanding of US healthcare benefits, insurance plans, and regulatory compliance, along with excellent presentation, facilitation, and communication skills. Proficiency in MS Office tools is essential, and experience in a BPO/KPO setup, virtual training tools, instructional design knowledge, and training certifications are preferred. If you are a dynamic and compassionate leader with a passion for continuous improvement and a focus on quality and compliance in healthcare operations, we encourage you to apply for this challenging and rewarding role.,