- The Operations Manager in the Healthcare Accounts Receivable (AR) and Medical Billing program plays a strategic leadership role in managing the overall performance and day-to-day operations. This role ensures SLA compliance, quality service delivery, workforce optimization, and strong client alignment.
The Operations Manager serves as the primary point of contact for internal teams and external stakeholders, driving improvements through data insights, collaboration, and proactive problem-solving.
This role requires strong leadership, data-driven decision-making, strategic planning, and cross-functional collaboration. The ideal candidate is analytical, client-focused, and thrives in a fast-paced BPO environment.
Oversee overall Service Delivery performance, ensuring achievement of client-defined KPIs such as Quality, Efficiency, Staffing, and Service Level;
Collaborate effectively with team members, co-managers, and cross-functional departments (GA, HR, Recruitment, IT, Training, Quality, Workforce Management) to develop and implement action plans that resolve issues and drive continuous improvement;
Review, create, and update Standard Operating Procedures to ensure operational consistency, compliance, and process optimization.
Daily communication with the client to align expectations;
Host internal and external Business reviews regularly and present operational performance, clearly communicate insights, and ensure all operational concerns are addressed;
Manage program daily and monthly operating metrics within budgeted expense parameters;
Develop, manage, and maintain employee productivity goals against departmental standards;
Produce operating reports detailing center activity, trend analysis, goals/objective status, and special projects;
Coordinate with Site Senior Manager on Human Resource recruiting, training, development, and retention.
Bachelor’s degree or equivalent work experience
Fluent in English (C1 level or above), with strong communication and leadership skills.
Minimum 23 years of experience in healthcare AR, revenue cycle, or medical billing, with at least 1-2 years in a leadership role managing teams and client relationships.
Experience in performance reviews, KPI negotiations, and process transitions.
In-depth knowledge of billing practices, payer guidelines, denial management, and compliance standards (e.g., HIPAA).
Strong analytical, decision-making, and problem-solving skills.
Comfortable using billing systems, claim portals, and productivity monitoring tools.
Ability to thrive in a fast-paced, client-driven environment.
INTERNAL
EXTERNAL
Operations Team
Client’s Product Team
Oversee day-to-day operations and performance metrics of the AR and medical billing teams.
Ensure all program KPIssuch as Quality, Productivity and Service Levelare consistently met.
Monitor and evaluate team output using operational reports,
dashboards, and productivity tools.
underperforming units or metrics.
based on volume and capacity.
Lead regular client calls and business reviews, providing insights, performance data, and action plans.
Ensure timely response to escalations and client concerns with root cause and resolution tracking.
Translate client updates, expectations, and goals into actionable
steps for internal teams.
Collaborate with QA, Training, WFM, HR, and IT to support seamless operations and compliance.
Participate in policy updates, program launches, and process
alignment sessions.
client metrics, and performance risks.
data and client volumes.
