Operations Manager (Voice)

R1 RCM, Inc.; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Medical Plan (HMO) from Day 1

Life insurance

Paid Time-Off Benefits

Sick Leave Conversion

Night Differential offered

Employee Referral Program

All Mandatory Statutory Benefits

Competitive Total Rewards Package

Target variable incentives

Job summary

R1 RCM, Inc. in the Philippines seeks an Operations Manager to lead a team of 4–5 supervisors and up to 80 staff across hospital-related call centers. You will ensure calls are answered within client service levels and drive quality outcomes.

You will mentor leaders, implement performance improvements, and support new client expansions in a fast-growing healthcare setting.

Qualifications

• 3–5 years’ experience delivering customer service in hospital/healthcare call centers as an Operations Manager.
• Bachelor’s Degree or equivalent experience.
• Experience leading teams of CSRs and supervisors in a high-contact environment.
• Lean Six Sigma tools experience preferred.

Responsibilities

• Lead a staff of 4–5 team leaders with 60–80 FTEs across multiple sites.
• Ensure patient calls are answered within service levels and quality standards.
• Oversee contact center performance to meet SLAs consistently.
• Mentor team leaders/supervisors and CSR staff in company values.
• Develop and implement improvement recommendations and report results.

Skills

Operations Management

Healthcare call center leadership

Team leadership

Time management

Education

Bachelor’s Degree

Tools

Lean Six Sigma

Job description

Quezon City, Metro Manila

Taguig City, Metro Manila

Full time

RESPONSIBILITIES:

• Leads and directs a staff of 4-5 team leaders/supervisors that will have individual teams consisting of no more than 25 employees each. Total span of 60-80 FTEs
• Ensure calls from patients for multiple client hospital sites are answered within the client service levels and handled in a quality manner. Team may consist of no more than 25 employees
• 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 by consistently displaying the R1 values
• Develop and implement recommendations and provide formal feedback on project results and team performance to management.
• Supports new client expansion development and implementation.

QUALIFICATIONS:

• 3 – 5 years’ experience in delivering customer service in a hospital or health care call center environment as an Operations Manager
• Bachelor’s Degree or equivalent experience
• Outstanding time management skills and the ability to simultaneously manage multiple tasks while remaining self-directed.
• Experienced leading and managing employees in a high contact center environment.
• Certified revenue cycle management experience preferred
• Prior continuous improvement experience utilizing Lean Six Sigma tools preferred

Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.

Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits.

What’s in it for you?

• Competitive Total Rewards Package
• Target variable incentives
• Medical Plan (HMO) from Day 1 of employment with free dependents
• Life insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Night Differential offered
• Employee Referral Program
• All Mandatory Statutory Benefits

R1 RCM Inc. (“the Company”) is dedicated to the fundamentals of equal employment opportunity. The Company’s employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

Visit us on Facebook: https://www.facebook.com/r1rcmphilippines

#R1Philippines #AllTogetherBetterinR1PH

R1 is the leader in healthcare revenue management, helping providers achieve new levels of performance through smart orchestration. A pioneer in the industry, R1 created the first Healthcare Revenue Operating System: a modular, intelligent platform that integrates automation, AI, and human expertise to strengthen the entire revenue cycle. With more than 20 years of experience, R1 partners with 1,000 providers, including 95 of the top 100 U.S. health systems, and handles over 270 million payer transactions annually. This scale provides unmatched operational insight to help healthcare organizations unlock greater long-term value. To learn more, visit: https://www.r1rcm.com .