Call Center Operations Director - Healthcare BPO experience required

Access Healthcare Services Manila, Inc.; Philippines; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

Access Healthcare Services Manila, Inc. is seeking an experienced Call Center Operations Director to lead our healthcare operations. You will drive operational excellence across multiple client accounts and optimize collections and AR performance.

The ideal candidate has extensive U.S. healthcare revenue cycle experience, strong client management skills, and a proven track record of building high-performing teams in a healthcare BPO environment.

Qualifications

• Experience as Operations Director in a Healthcare BPO.
• Experience managing large teams in Healthcare BPO or Revenue Cycle Management.
• Proven track record managing multiple client relationships and hitting financial targets.
• Strong leadership and stakeholder management skills.
• Strong analytics with dashboards and reporting experience.

Responsibilities

• Lead end-to-end healthcare operations across multiple client accounts.
• Oversee denial management, payer follow-up, appeals, underpayment recovery, and credit balance resolution.
• Monitor KPIs: collections, aging, denial rates, productivity, quality.
• Coach and develop managers to achieve objectives.
• Partner with clients to set goals and ensure satisfaction.
• Drive process improvements via data analysis and automation.
• Ensure HIPAA compliance and client requirements.
• Collaborate with billing, coding, credentialing, QA, training, IT.
• Prepare executive reports, reviews, forecasts, and presentations.
• Support new client implementations and transitions.

Skills

Leadership

Client management

Analytics

Stakeholder management

Team management

Tools

Reporting tools

Job description

We are seeking an experienced and results-driven Call Center Operations Director to lead our Healthcare operations.

This role is responsible for driving operational excellence, maximizing collections, reducing AR aging, and ensuring exceptional service delivery for healthcare clients.

The ideal candidate is a strategic leader with extensive experience in U.S. healthcare revenue cycle operations, strong client management skills, and a proven track record of leading high-performing teams in a healthcare BPO environment.

Key Responsibilities

• Lead and manage end-to-end healthcare operations across multiple client accounts.

• Oversee denial management, payer follow-up, appeals, underpayment recovery, and credit balance resolution.

• Monitor and analyze key performance indicators (KPIs), including collections, aging, denial rates, productivity, and quality metrics.

• Build, coach, and develop managers and operational leaders to achieve business objectives.

• Partner with clients to understand their goals, provide strategic recommendations, and ensure high levels of client satisfaction.

• Drive continuous process improvement initiatives through data analysis, automation, and operational best practices.

• Ensure compliance with HIPAA, payer guidelines, client requirements, and internal quality standards.

• Collaborate with cross-functional teams, including billing, coding, credentialing, quality assurance, training, and IT.

• Prepare executive-level reports, business reviews, forecasts, and performance presentations.

• Support new client implementations, transitions, and business development initiatives.

Qualifications

Required:

• Must have experience as Operation Director in a Healthcare BPO set up

• Experience managing large teams within a Healthcare BPO or Revenue Cycle Management organization.

• Demonstrated success managing multiple client relationships and achieving financial performance targets.

• Excellent leadership, communication, presentation, and stakeholder management skills.

• Strong analytical skills with experience using operational dashboards and reporting tools.