Healthcare Operations Manager

clearsource bpo; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Clearsource BPO in the Philippines is seeking an experienced operations leader for healthcare BPO accounts. You will manage multiple client operations, oversee KPIs, and lead Team Leaders and clinical staff to ensure service delivery.

Role requires 5-7 years total experience, with 3-4 years in healthcare BPO in supervisory roles; strong English communication and MS Office proficiency are essential. Familiarity with Epic is a plus.

Qualifications

• 5-7 years total work exp in a related role
• 3-4 years in healthcare BPO supervisory/managerial role
• Hands-on experience in UR/UM, PA, Case Management, Denial Mgmt, Coding, or Clinical Documentation

Responsibilities

• Monitor and analyze KPIs including productivity, quality, TAT, and SLA compliance
• Develop and implement operational strategies to improve efficiency
• Manage workforce planning including scheduling and capacity planning
• Serve as the primary operations contact for assigned healthcare clients
• Lead regular client business reviews and present performance dashboards
• Identify and resolve client concerns, escalations, and service gaps
• Align operations with client policies, payer guidelines, and compliance requirements
• Lead, coach, and develop Team Leaders and clinical staff
• Conduct regular performance reviews and career development discussions
• Drive employee engagement, retention, and team morale initiatives

Skills

Leadership

Healthcare BPO

KPI analytics

English comms

MS Office

Client mgmt

Tools

Epic

Job description

About the role

This is an operational leadership position in a healthcare Business Process Outsourcing (BPO) environment. You will manage operations for assigned healthcare clients, overseeing key performance indicators, workforce planning, and service delivery while leading and developing a team of Team Leaders and clinical staff.

Key responsibilities

• Monitor and analyze key performance indicators (KPIs) including productivity, quality scores, turnaround time (TAT), and SLA compliance
• Develop and implement operational strategies to improve efficiency and service delivery
• Manage workforce planning including scheduling, staffing, and capacity planning
• Serve as the primary operational point of contact for assigned healthcare clients
• Lead regular client business reviews (weekly/monthly) and present performance dashboards
• Proactively identify and resolve client concerns, escalations, and service gaps
• Align operations with client-specific policies, payer guidelines, and compliance requirements
• Lead, coach, and develop a team of Team Leaders and clinical staff
• Conduct regular performance reviews, one-on-ones, and career development discussions
• Drive employee engagement, retention, and team morale initiatives

About you

• Minimum 5-7 years of total work experience, with at least 3-4 years in a Healthcare BPO setting
• At least 2-3 years in a supervisory or managerial role (Team Lead, Assistant Manager, or Operations Manager)
• Hands-on experience in one or more of the following healthcare BPO functions: Utilization Review / Utilization Management (UR/UM), Prior Authorization / Pre-certification, Case Management / Care Coordination, Denial Management / Clinical Appeals, Medical Coding or Clinical Documentation
• Excellent analytical and critical thinking skills
• Strong verbal and written English communication skills
• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word); experience with healthcare platforms (Epic, Citrix, etc.) is a plus
• Demonstrated ability to manage multiple teams and drive results in a fast-paced environment