Operations Manager (Voice)

R1 RCM; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A healthcare solutions provider in Metro Manila is seeking an Operations Manager to lead a team of call center staff. Responsibilities include managing performance, mentoring leaders, and ensuring quality service delivery. Candidates must have 3-5 years of experience in a healthcare call center and a relevant Bachelor's Degree. The role offers a competitive rewards package and a culture of excellence.

Benefits

Competitive Total Rewards Package

Medical Plan from Day 1

Paid Time-Off Benefits

Qualifications

• 3 – 5 years’ experience as an Operations Manager in a healthcare call center.
• Outstanding time management skills and ability to manage multiple tasks.
• Experience with Lean Six Sigma tools preferred.

Responsibilities

• Lead and direct a staff of 4-5 team leaders/supervisors.
• Manage contact center performance to ensure SLAs are met.
• Serve as a mentor to team leaders and employees.

Skills

Customer service experience in healthcare

Time management skills

Leadership in contact center environment

Education

Bachelor's Degree or equivalent experience

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

We offer a culture of excellence that drives customer success and improves patient care. Our benefits include:

• 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. 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.