Job Summary
We are looking for an experienced and result-oriented Manager – Patient Care Process to lead and manage a team handling patient communication for US healthcare providers. The ideal candidate should have strong leadership skills, excellent knowledge of US healthcare processes, and the ability to drive operational excellence while ensuring high-quality patient interactions.
Key Responsibilities
- Lead and manage the day-to-day operations of the US Healthcare Patient Care Voice Process.
- Supervise Team Leaders, Supervisors, and Patient Care Associates.
- Monitor team performance and ensure achievement of KPIs, SLAs, and client expectations.
- Drive productivity, quality, attendance, and customer satisfaction.
- Conduct regular coaching, feedback sessions, and performance reviews.
- Handle client escalations and implement corrective action plans.
- Prepare daily, weekly, and monthly operational reports.
- Coordinate with Quality, Training, HR, and Workforce Management teams.
- Ensure compliance with HIPAA, company policies, and client guidelines.
- Identify process improvement opportunities and implement best practices.
- Manage staffing, scheduling, and resource planning.
- Support recruitment, onboarding, and training of new employees.
- Maintain high employee engagement and reduce attrition.
Required Skills
- Strong knowledge of US Healthcare and Patient Care Voice Processes.
- Excellent people management and leadership skills.
- Strong communication and stakeholder management abilities.
- Experience in handling client interactions and operational reviews.
- Good analytical and problem-solving skills.
- Proficiency in MS Excel, PowerPoint, and operational reporting.
- Knowledge of HIPAA compliance and healthcare regulations.
- Ability to work in rotational shifts, including US shift timings.
Eligibility
- Bachelor's Degree (Master's degree is an added advantage).
- 5–10 years of experience in US Healthcare Voice Process.
- Minimum 2–3 years of experience managing teams in a healthcare BPO.
- Experience in Patient Support, Appointment Scheduling, Patient Registration, Insurance Verification, Medical Customer Service, or similar US healthcare operations is preferred.
Key Performance Indicators (KPIs)
- Service Level (SLA) Achievement
- Quality Scores
- Productivity
- Average Handle Time (AHT)
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Attendance & Adherence
- Employee Retention
- Client Satisfaction
Preferred Candidate Profile
- Strong leadership and mentoring capabilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent decision-making and conflict resolution skills.
- Customer-focused with a continuous improvement mindset.
Benefits
- Attractive Salary Package
- Performance Incentives
- Health Insurance
- Paid Leaves
- Career Growth Opportunities
- Learning & Development Programs
- Friendly and Professional Work Environment
Pay: ₹50,000.00 - ₹72,561.97 per month
Benefits:
- Commuter assistance
- Flexible schedule
- Leave encashment
- Paid time off
- Provident Fund
Work Location: In person
