Operations Manager - Healthcare

R1 RCM PHILIPPINES, INC.; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

R1 RCM PHILIPPINES, INC. seeks a capable leader to manage a staff of 4–5 team leaders with up to 25 members each, totaling 60–80 FTEs. The role ensures patient calls for multiple client hospital sites are answered within service levels and maintained to quality standards.

You will mentor supervisors, drive performance against contractual SLAs, and develop recommendations based on results. This position also supports new client expansion and requires 3–5 years in healthcare call center customer

Qualifications

• 3–5 years' experience in delivering customer service in a hospital or healthcare call center environment.
• Completed at least 2 years in college.
• Outstanding time management skills and the ability to simultaneously manage multiple tasks while remaining self-directed.
• Experience leading and managing employees in a high contact center environment.
• Certified revenue cycle management experience.
• Team Management.
• Problem Solving.
• Performance Management.
• Leadership.
• Technical Expertise/Product Knowledge.
• Communication Skills.

Responsibilities

• Lead and direct a staff of 4-5 team leaders/supervisors with individual teams of no more than 25 employees each
• Ensure calls from patients for multiple client hospital sites are answered within client service levels and handled in a quality manner
• Oversee and manage contact center performance to ensure contractual SLAs are met consistently
• Serve as a mentor to current team leaders/supervisors and all CSR employees
• Develop and implement recommendations and provide formal feedback on project results and team performance management
• Support new client expansion development and implementation

Skills

Team Management

Leadership

Time Management

Problem Solving

Performance Management

Communication Skills

Technical Knowledge

Customer Service

Revenue Cycle Management

Education

Some college completed

Job description

About the role

Leads and directs a staff of 4-5 team leaders/supervisors that will have individual teams consisting of no more than 25 employees each, with a total span of 60-80 FTEs.

Ensures calls from patients for multiple client hospital sites are answered within the client service levels and handled in a quality manner.

Oversees and manages contact center performance to ensure contractual SLAs are met consistently.

Key responsibilities

• Lead and direct a staff of 4-5 team leaders/supervisors with individual teams of no more than 25 employees each

• Ensure calls from patients for multiple client hospital sites are answered within client service levels and handled in a quality manner

• Oversee and manage contact center performance to ensure contractual SLAs are met consistently

• Serve as a mentor to current team leaders/supervisors and all CSR employees

• Develop and implement recommendations and provide formal feedback on project results and team performance management

• Support new client expansion development and implementation

About you

• 3–5 years' experience in delivering customer service in a hospital or healthcare call center environment

• Completed at least 2 years in college.

• Outstanding time management skills and the ability to simultaneously manage multiple tasks while remaining self-directed.

• Experience leading and managing employees in a high contact center environment.

• Certified revenue cycle management experience.

• Team Management.

• Problem Solving.

• Performance Management.

• Leadership.

• Technical Expertise/Product Knowledge.

• Communication Skills.