Operations Manager (Voice)

R1 RCM Philippines Inc; Quezon City; On-site; PHP 1,000,000 - 1,400,000; Full time

Benefits offered by this job

Competitive Total Rewards Package

Medical Plan (HMO) from Day 1

Life insurance

Paid Time-Off Benefits

Sick Leave Conversion

Night Differential

Employee Referral Program

All Mandatory Statutory Benefits

Job summary

R1 RCM Philippines Inc is seeking an Operations Manager to lead 4-5 team leaders and 60-80 FTEs in a hospital/healthcare call center environment. You will ensure client SLAs are met and services are delivered with quality, while mentoring leaders and CSR staff.

You will also develop recommendations, provide feedback to management, and support new client expansion initiatives. The role requires 3–5 years of healthcare contact center operations experience, a Bachelor’s degree or equivalent, and

Qualifications

• 3–5 years in healthcare call center operations management.
• Bachelor’s degree or equivalent experience.
• Experience leading 4–5 team leaders and up to 80 FTEs.

Responsibilities

• Lead a staff of 4-5 team leaders/supervisors and teams up to 25 each.
• Ensure calls are answered within client SLAs with quality.
• Mentor team leaders and CSR employees and model R1 values.
• Develop recommendations and provide formal feedback to management.
• Support new client expansion development and implementation.

Skills

Team leadership

Quality management

Multi-tasking

Healthcare contact center experience

Education

Bachelor’s Degree

Tools

Lean Six Sigma

Job description

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 character…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.