General Manager Contact Support

AGS Health; Región Centro; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

AGS Health is seeking a General Manager to lead end-to-end Customer Service / Contact Support operations within Revenue Cycle Management. You will manage large teams, oversee financial performance, own P&L, and drive efficiency, transformation, and client outcomes across multiple sites.

The ideal candidate has 7+ years in leadership, strong cost control and stakeholder management, fluent in English and Spanish, and experience with Lean Six Sigma and HIPAA compliance.

Formación

• 7+ years in leadership roles in Customer Service/Contact Support.
• Strong expertise in P&L management, cost optimization, and multi-site operations.
• Experience in healthcare revenue cycle management and HIPAA awareness.
• Fluent in English and Spanish; MBA preferred.

Responsabilidades

• Lead end-to-end Customer Service/Contact Support operations across multiple sites.
• Own P&L, budgets, and cost optimization to drive financial performance.
• Build and strengthen client relationships and act as trusted advisor.
• Drive SLA adherence, process improvements, and digital transformation.
• Lead capacity planning, workforce optimization, and talent development.

Conocimientos

Leadership

P&L management

Multi-site operations

Healthcare RCM

Lean Six Sigma

Bilingual English/Spanish

Educación

MBA or equivalent

Descripción del empleo

About AGS Health

AGS Health is a leading strategic growth partner to healthcare providers across the U.S. Working alongside each client as one team, we improve revenue cycle performance by orchestrating data, AI, automation, and human expertise across every workflow. Our proven model complements customers' existing teams, technology, and processes, deploying the right capabilities to improve efficiency, strengthen financial performance, and enhance the patient financial experience. Supported by a global team of more than 16,000 clinical and revenue cycle experts across onshore, nearshore, and offshore locations, AGS Health helps customers achieve measurable results across diverse care settings and specialties.

As a General Manager, you will lead end-to-end Customer Service / Contact Support operations within Revenue Cycle Management (RCM), managing large teams, overseeing financial performance, and ensuring outstanding client outcomes.You will own P&L, client relationships, operational delivery, and talent strategy, while driving efficiency, transformation, and business growth.

• Lead large-scale customer service operations (patient billing, collections, insurance follow-ups, payment posting)


• Manage P&L, budgets, and cost optimization across multiple sites


• Drive SLA adherence, operational efficiency, and process excellence initiatives


• Monitor performance dashboards and implement improvements in reporting and governance


• Lead capacity planning, workforce optimization, and business continuity strategies


• Build and strengthen client relationships and act as a trusted advisor


• Lead key client interactions including MBRs, QBRs, and escalation reviews


• Partner with stakeholders to identify opportunities for account growth and service expansion


• Stay updated on market trends and regulatory changes to enhance client value


• Drive continuous improvement and digital transformation initiatives


• Collaborate with cross-functional teams (HR, IT, Transformation, Talent Development)


• Leverage technology and best practices to improve service delivery


• Lead and mentor 3-5 direct reports and 400-600+ team members.


• Foster a high-performance, inclusive, and customer-centric culture


• Partner with HR & TA teams on hiring, retention, and talent development


• Support training, coaching, and employee engagement initiatives

What We’re Looking For

Added Advantage for experience in U.S. Healthcare RCM operations

Minimum 7 years in leadership roles in Customer Service / Contact Support

Strong expertise in P&L management, cost optimization, and multi-site operations

Deep understanding of patient financial services & call center operations

Experience in process improvement methodologies (Lean Six Sigma) preferred

Strong client management and stakeholder engagement skills

Knowledge of healthcare compliance (HIPAA)

Fluent in English and Spanish

MBA preferred

Why Join AGS Health?

• Work with a global leader in healthcare


• RCM Lead large-scale, high-impact operations


• Be part of a growth-focused, innovation-driven organization


• Competitive compensation + performance bonus+ benefits