Healthcare Operations Manager

2 weeks ago

Paranaque City, Calabarzon, Philippines AVC Med Full time

Phoenix Med manages an office in the Manila area, Alabang specifically. Our Philippines office manages important processes, and acts as a crucial part of our company. The Healthcare Operations Manager (PH) will be responsible to manage our Visit Management Team. Our VMT team is the heart of our operations, making sure that our patient base is properly, according to care plans with the right frequency. The responsible person will make sure that our Philippines based Scheduling team is efficiently taking care of both our patients and clinicians, in order to achieve and continuously work on our vision: Patients' values first

Healthcare Operations Manager (Patient Scheduling)

Primary Responsibilities

  • Oversight and direct management of the daily operations and success of the patient/clinician scheduling team (VMT - Visit Management)
  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently manage our patients
  • Deliver results against a defined scope of work (scheduling 300+ patient visits per day for our clinicians) that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
  • Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Patient Scheduling and Clinician Management,
  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
  • Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
  • Ensure compliance with regulatory agency guidelines and standards.
  • Consistently exhibits behavior and communication skills that demonstrate Phoenix Med's commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
  • Strong ability to collaborate with senior leadership and other department directors/managers to define business strategies, analyze operational inefficiencies, implement creative solutions, and measure outcomes/success
  • Thoroughly understands and supports all essential Patient Support Center functions, platforms, and dependencies
  • Uses, protects, and discloses Optum patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
  • Exercise highly developed conceptual and problem-solving skills; able to synthesize information quickly; understands various industries and functions; and able to present material in an organized and clear manner

Knowledge, Skills, & Experience Requirements

  • Willing to work in an office setup and reports to Alabang office (Filinvest One, Northgate Alabang)
  • Bachelor of Science degree or higher preferred,
  • Minimum 5 years of US (BPO) Healthcare management experience, ideally in high volume patient scheduling (300+ per day) working with both Clinicians and Patients
  • Strong relationship building skills with leader, peers, direct reports, and customers
  • Strong written and verbal communication skills
  • Exceptional presentation skills
  • Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models and scheduling
  • Strong ability to develop and manage results-oriented recruiting and training programs,
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
  • High level of maturity and sense of responsibility.
  • Strong negotiation, interpersonal, written and oral communications skills
  • Computer Skills: Google Suite and Healthcare specific software (Such as EHR systems like Kareo, etc)

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