Operations Manager Voice BPO Healthcare, Helpdesk & RCM

Location:

About the Role

Operations Manager

Key Responsibilities

1. Operational Leadership

• Oversee day-to-day operations of Healthcare Voice processes, Technical Helpdesk teams, and RCM voice operations.
• Ensure consistent performance across all SLAs including AHT, FCR, CSAT, Quality, Productivity, and Compliance.
• Lead workforce management, shift scheduling, and real-time adjustments for optimal staffing.

2. Healthcare Call Center Management

• Manage clinical and non-clinical healthcare voice processes, including patient support, appointment scheduling, eligibility verification, prior authorizations, and care coordination.
• Ensure strict adherence to HIPAA and other healthcare compliance standards.
• Build strong rapport with healthcare clients to understand evolving needs and ensure delivery excellence.

3. Technical Helpdesk Operations

• Supervise Level 1 and Level 2 Helpdesk operations, ensuring timely resolution of user incidents, service requests, and escalations.
• Implement ITIL best practices and ensure consistent service delivery through defined SOPs.

4. RCM Voice Process Oversight

• Manage Insurance Follow-up, AR Calling, Denial Management, and Patient Collections voice teams.
• Monitor compliance, audit readiness, and accuracy in transaction handling.
• Work closely with quality and training teams to improve agent performance.

5. People Leadership & Development

• Lead, mentor, and develop supervisors, team leads, and agents.
• Drive engagement, retention, coaching, and performance management initiatives.
• Create succession plans and cultivate high-performing teams.

6. Client & Stakeholder Management

• Serve as the primary operational point of contact for client updates, reviews, and escalations.
• Deliver periodic business reviews, operational analytics, and performance insights.
• Collaborate cross-functionally with Quality, Training, HR, IT, and Compliance teams.

7. Continuous Improvement & Innovation

Identify process gaps and execute improvement projects using Lean/Six Sigma methodologies.

• Drive automation opportunities and implement knowledge management best practices.
• Create operational dashboards and use data-driven insights for decision-making.

Required Skills & Experience

• 8–12+ years of experience in

  Voice BPO/KPO operations

  , with at least 3+ years in

  Operations Manager or Senior Manager

  role.

• Mandatory

  experience managing:
• Healthcare call center operations
• Technical/IT Helpdesk voice teams
• Healthcare RCM voice processes
• Proven experience leading teams of 100+ FTE across multiple voice functions.
• Strong understanding of US Healthcare, HIPAA, ITIL, RCM lifecycle, and service delivery metrics.
• Exceptional client management, communication, and presentation skills.
• Strong analytical and problem-solving abilities, with comfort in using dashboards, MIS, and operational analytics.
• Experience working onsite from

  Hyderabad

  with global clients.

Preferred Qualifications

• Lean Six Sigma Yellow/Green Belt certification.
• Experience in transitioning new voice processes or ramps.
• Exposure to CRM, ITSM tools, dialer systems, and workforce management platforms.
• Experience working with US-based hospital systems, payers, or large healthcare BPO engagements.

What We Offer

• Competitive compensation and performance incentives.
• Opportunity to lead diverse healthcare and technical support operations.
• Fast-paced, growth-oriented work culture.
• Strong opportunity for career advancement.