Operations Manager - Healthcare

ClearSourceBPO; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

ClearSourceBPO is seeking an operational leader to manage healthcare BPO operations for assigned clients. You will oversee KPIs, workforce planning, and service delivery while guiding a team of Team Leaders and clinical staff.

You will drive client reviews, address escalations, ensure policy alignment, and foster a high-performance culture in a fast-paced environment.

Qualifications

• 5–7 years total work experience in BPO/healthcare operations.
• 3–4 years in supervisory roles (Team Lead/Operations Manager).
• Experience with UR/UM, Prior Authorization, Case Management or Denial Management is a plus.

Responsibilities

• Monitor KPIs (productivity, quality, TAT, SLA) and drive improvements.
• Develop and implement strategies to enhance efficiency and service delivery.
• Manage workforce planning: scheduling, staffing, capacity.
• Serve as primary operations contact for healthcare clients.
• Lead client business reviews and present performance dashboards.
• Resolve client escalations and close service gaps.
• Align operations with payer policies and compliance requirements.
• Coach and develop Team Leaders and clinical staff; conduct reviews.

Skills

Analytical thinking

Leadership

English communication

Stakeholder management

Healthcare BPO domain knowledge

Education

Bachelor's degree or higher in a related field

Tools

Microsoft Office

Epic

Citrix

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