Manages a 50–75-person ROI Operations team supporting US healthcare operations. Oversees daily performance, SLAs, staffing, reporting, billing accuracy, compliance with HIPAA, process improvement, client communication, and team development. Analyzes KPIs and operational data to improve productivity and quality while executing strategic initiatives and corrective actions.
The Manager – Operations ROI will oversee and drive the performance of the ROI Operations department, providing strategic leadership and guidance to Supervisors and Associates. This role requires a leader with deep expertise in US Healthcare operations, process standardization, and team development. The manager will be accountable for ensuring compliance, delivering high quality services, enhancing process efficiency, strengthening team capabilities, and fostering strong stakeholder management.
Key Responsibilities
- Operations Oversight: Manage daily operations of ROI Operations team, ensuring adherence to service level agreements (SLAs) and performance targets.
- Team Leadership: Lead, mentor, and motivate ROI operations teams of approximately 50 to 75 FTEs, fostering a positive and productive work environment.
- Client/Onshore Management: Collaborate with client and onshore leadership and ensure effective communication, escalation and issues resolution.
- Performance Management: Designs and monitor KPIs and KRAs of the ROI Operations Team, analyse data, and implement strategies to improve productivity and quality.
- Process Improvement: Identify areas for process improvement, develop and implement best practices to optimize operations.
- Compliance: Ensure adherence to organizational policies, procedures, and HIPAA guidelines.
- Resource Management: Allocate resources effectively, manage workload distribution, and optimize staffing levels.
- Reporting & Governance: Create, review and monitor daily/weekly/monthly performance, inventory and billing reports to ensure accurate billing and identify below expectation team members to initiate corrective actions.
- Strategic Planning: Contribute to the development and execution of operational strategies to support business growth and client objectives.
Skills & Qualifications
- Education: Bachelor’s degree in any discipline.
- Experience: Minimum 10 years of experience in US Healthcare Operations Management, with at least 5 years in a leadership role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proven ability to manage client relationships and expectations.
- Proficiency in MS Excel, data analysis and performance management.
- Deep understanding of US healthcare Operations and best practices.
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