Healthcare Operations VP — Transform 500+ FTEs

Gratitude Philippines; Manila; On-site; PHP 4,000,000 - 8,000,000; Full time

Job summary

Gratitude Philippines is seeking a strategic Senior Director / VP of Healthcare Operations to lead and optimize large-scale healthcare BPO operations. The role oversees a 500–700 FTE organization, ensuring high-quality service, strong client governance, and financial performance aligned with regulatory requirements.

The ideal candidate brings extensive healthcare operations experience, especially in Utilization, Care, or Disease Management, and a proven ability to drive performance at the

Qualifications

• 10+ years of healthcare operations experience within a BPO, shared services, or captive environment.
• At least 5 years in senior leadership positions at Director level or higher.
• Demonstrated ability to manage large-scale operations with 500+ FTEs.
• Recent hands-on experience in Utilization Management, Care Management, or Disease Management.
• Strong knowledge of U.S. healthcare operations, clinical workflows, and medical terminology.
• Familiarity with MCG/Milliman, InterQual, CMS guidelines, and HIPAA.
• Extensive experience in client governance, operational strategy, performance management, and financial accountability.
• Proven expertise in budgeting, forecasting, cost optimization, and P&L management.
• Strong executive communication, stakeholder engagement, and decision-making skills.
• Bachelor's degree in Nursing, Healthcare Administration, Business Administration, or a related field.

Responsibilities

• Operational Direction: Lead end-to-end healthcare operations, ensuring service delivery meets client expectations, contractual commitments, KPIs, SLAs, and quality standards.
• Healthcare Process Oversight: Manage operations covering Utilization Management, Care Management, Disease Management, Prior Authorization, Clinical Reviews, Medical Necessity, and related review processes.
• Executive Leadership: Direct and develop senior management teams, including Directors, Senior Managers, and Operations Managers, while overseeing a workforce of 500–700 FTEs.
• Client Relationship Management: Maintain executive-level client relationships, lead business governance meetings and QBRs, and ensure effective resolution of operational concerns.
• Business and Financial Performance: Manage budgets, operational costs, staffing efficiency, revenue, profitability, and margin improvement initiatives.
• Regulatory Compliance: Ensure adherence to HIPAA, PHI protection, CMS guidelines, and applicable U.S. healthcare standards.
• Performance Improvement: Identify operational gaps, implement corrective actions, and improve productivity, quality, turnaround times, and overall service efficiency.
• Organizational Development: Strengthen leadership capabilities, succession planning, employee engagement, retention, and accountability.
• Business Transformation: Support automation, digitization, process standardization, and continuous improvement initiatives.

Skills

Executive leadership

Client governance

Budgeting

Forecasting

P&L management

Stakeholder engagement

Decision making

Healthcare operations

Education

Bachelor's degree in Nursing

Healthcare Administration or related field

Tools

MCG/Milliman

InterQual

CMS guidelines

Job description

Gratitude Philippines is seeking a strategic Senior Director / VP of Healthcare Operations to lead and optimize large-scale healthcare BPO operations. The role oversees a 500–700 FTE organization, ensuring high-quality service, strong client governance, and financial performance aligned with regulatory requirements.

The ideal candidate brings extensive healthcare operations experience, especially in Utilization, Care, or Disease Management, and a proven ability to drive performance at the