RCM Operations Manager

Stafflink Express; Makati; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Stafflink Express is seeking an RCM Operations Manager to provide strategic and operational leadership for the RCM program in a BPO setting. You will own end-to-end service delivery, drive P&L/cost efficiencies, manage client relationships, and develop leaders across Supervisors and Assistant Managers.

The role requires overseeing SLA/KPI achievement, partnering with WFM for capacity planning, and championing Six Sigma/Lean initiatives to reduce costs and improve quality.

Qualifications

• 5+ years leadership in BPO operations managing Healthcare RCM campaigns.
• Strong track record in large-scale team management and client governance.
• Expertise in RCM metrics, financial analytics, and capacity planning.
• Compliance with HIPAA and internal quality frameworks.

Responsibilities

• Oversee end-to-end RCM operations and achieve SLAs, KPIs, and financial targets.
• Collaborate with Workforce Management for volume forecasting and staffing.
• Identify risks and implement data-driven process improvements.
• Lead and develop Supervisors and support staff.
• Present metrics and growth initiatives in WBR/MBR/QBR.
• Drive continuous improvement and automation projects.

Skills

Leadership

BPO operations

Healthcare RCM

Team management

Client governance

RCM metrics

Financial analytics

Capacity planning

WFM collaboration

HIPAA compliance

Job description

About the role

The RCM Operations Manager provides strategic and operational leadership for the RCM program. This role owns end-to-end service delivery, P&L/cost efficiency, client relationship management, and the leadership development of Assistant Managers and Supervisors. The Manager is accountable for driving operational excellence, scaling performance, and ensuring full compliance with U.S. healthcare standards and BPO operational frameworks.

Key responsibilities

• Oversee end-to-end RCM operations, ensuring consistent achievement of contractual SLAs, KPIs, and financial targets across all lines of business.
• Partner with Workforce Management (WFM) for accurate volume forecasting, capacity planning, staffing optimization, and schedule alignment.
• Identify operational risks and workflow bottlenecks early, implementing proactive, data-driven solutions and process optimizations.
• Lead, mentor, and develop a high-performing leadership bench of Supervisors and support staff.
• Drive engagement, accountability, and retention initiatives across the operational workforce.
• Establish structured performance management frameworks, career pathways, and leadership training pipelines.
• Serve as the primary operational point of contact and trusted partner for client stakeholders.
• Lead Daily, Weekly, and Monthly Business Reviews (WBR / MBR / QBR), presenting operational metrics, trend analyses, and strategic growth initiatives.
• Manage client escalations, service recovery plans, and operational alignment.
• Champion continuous improvement initiatives, Six Sigma/Lean methodologies, and automation projects to enhance operational efficiency and reduce processing costs.

About you

• 5+ years of progressive leadership experience in BPO operations, with significant tenure managing Healthcare RCM campaigns at a managerial level.
• Proven track record in large-scale team management, multi-LOB operations, scorecard management, and client relationship governance.
• Comprehensive expertise in RCM metrics, financial analytics, capacity planning, and workforce optimization.
• Exceptional executive communication, strategic thinking, and change management capabilities.
• Enforce rigorous compliance standards regarding HIPAA, healthcare data privacy, and internal quality frameworks.
• Oversee audit readiness, compliance checks, and cross-functional collaboration with HR, IT, Finance, Training, and QA.