Senior Operations Manager - Healthcare

R1 RCM PHILIPPINES, INC.; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

R1 RCM Philippines, Inc. seeks a leadership professional to direct 3-4 Operations Managers and 12-20 Supervisors in a high-volume healthcare/call center operation. You will drive metrics, quality, compliance, and retention initiatives while coaching teams to exceed targets.

The role requires 5-7 years of managerial experience, strong analytical and cross-department coordination, and the ability to implement continuous improvements across campaigns.

Qualifications

• 5-7 years of managerial experience, preferably in healthcare or call center.
• Experience leading 3-4 Operations Managers and 12-20 Team Leaders/Supervisors.
• Ability to supervise multiple departments and drive process improvements.

Responsibilities

• Sets team direction and provides leadership to 3-4 Operation Managers and 12-20 Team Leaders/Supervisors.
• Provides management and expertise on operational metrics, goals, quality, and compliance.
• Monitors performance and productivity, coaching and training to improve performance.
• Accountable for account performance against contract metrics and client expectations; initiates recovery actions.
• Manages attrition and retention strategies; implements continuous improvement processes.

Skills

Team Management

Process Improvement

Cross-Department Collaboration

Analytical Skills

Coaching and Training

Education

Two years of college

Job description

About the role

Sets team direction and provides leadership to 3-4 Operation Managers and 12-20 Team Leaders/Supervisors.

Total span of 180-240 FTEs.

Provides management and expertise on operational metrics, goals, quality, and compliance.

This includes accountability for missed targets and making appropriate actions to recovery performance.

Monitors the performance and productivity of the teams, providing coaching, training, and feedback to improve performance.

Directly accountable for and routinely reviews account's performance against contract metrics and client and making appropriate actions to recovery performance.

Responsible for managing attrition and building retention strategies. Implements business operation and service solutions utilizing the continuous improvement process.

Key responsibilities

• Sets team direction and provides leadership to 3-4 Operation Managers and 12-20 Team Leaders/Supervisors
• Provides management and expertise on operational metrics, goals, quality, and compliance
• Monitors the performance and productivity of the teams, providing coaching, training, and feedback to improve performance
• Directly accountable for and routinely reviews account's performance against contract metrics and client
• Responsible for managing attrition and building retention strategies
• Implements business operation and service solutions utilizing the continuous improvement process
• Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
• Actively seeks opportunities for Continuous Improvement initiatives to improve collection-related processes, services and deliverables to the client
• Provides inputs and assistance to the senior management in the planning, implementation, and evaluation / modifications to existing operations, systems, and procedures

About you

• Completed at least 2 years in College
• Overall experience of 5-7 years as a manager, preferably in a healthcare or call center environment
• Ability to effectively handle large teams in a fast-moving business environment
• Ability to supervise and manage Managers and Supervisors
• Knowledge of organizational structure, workflow, and operating procedures
• Ability to develop comprehensive planning and project management
• Strong coordination skills, with the ability to work across multiple departments and manage campaign needs
• Strong analytical skills, particularly in reviewing data and reports to assess team and agent performance
• Team Management
• Process Improvement