Call Center Operations Manager - Healthcare BPO experience required

Access Healthcare Services Manila, Inc.; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Access Healthcare Services Manila, Inc. is seeking an experienced Call Center Operations Manager to lead our healthcare operations in the Philippines. You will drive operational excellence, maximize collections, and ensure high-quality service delivery for healthcare clients.

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

Qualifications

• Must have experience as Operations Manager in a Healthcare BPO setup.
• 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.

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 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 goals, provide strategic recommendations, and ensure client satisfaction.
• Drive continuous process improvement initiatives through data analysis, automation, and 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.

Skills

Leadership

Client management

Stakeholder management

Communication

Analytical skills

Operational dashboards

Process improvement

Job description

We are seeking an experienced and results-driven Call Center Operations Manager 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 Manager 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.