Operations Manager

2 weeks ago

Manila, National Capital Region, Philippines Private Advertiser Full time

Accesshealthcare is in need of a Healthcare Operations Manager to be part of our growing team team.

Qualifications :

  • With Experience in Healthcare Provider Credentialing and Enrollment
  • With atleast 2 years experience as Operations Manager in a BPO set up
  • Amenable to report On-Site in McKinley Hill, Taguig
  • Amenable to work on a Permanent Nightshift
  • Start ASAP preferred

Responsibilities:


• Co-ordinate with VP-HR on staffing for TP


• Create Training program with assistance from Training manger


• Train TP staff on Communication and Billing functions


• Set Productivity standards for all Billing operations.


• Develop in association with Senior Delivery Manager, a strong Quality control system on

the Billing process and also come up with suggestions and ideas to continuously add

value and managing the Billing department.


• Facilitate and Monitor Quality Standards for the Billing client partners


• Ensure smooth transition of all new client Billing functions.


• Address all operations/staffing issues in the shifts


• In Consultation with Senior Delivery Manager, Develop/ Enhance/maintain a robust MIS

system that would provide a good cross-dimensional reporting system.

Team Performance


• Process client requests, complaints and concerns on a priority basis.


• Ensure follow up on quality issues from the quality department


• Be a knowledge center and help team with the billing issues.


• Motivate team to achieve desired Quality and Production targets


• Conduct performance appraisals for Group Leaders and Billing client partners


• Participate in Training meetings to identify training needs and arrange for training, retraining and cross training, as required


• Support and monitor day-to-day work processes and meet production and Service Level Agreement (SLA).


• Conduct periodic and surprise audits and checks to ensure compliance with

documented policies and procedures.


• Coach supervisors


• Be a 'back-up' for group leader.


• Act as Shift/Facility In-charge to monitor smooth functioning of shift/Facility.


• Co-ordinate with Admin department to arrange transportation where ever necessary.


• Responsible for implementing Information Security, policies and procedures on Risk Management


• Understanding crisis management plans and procedures To ensure data security

Planning and Process Development


• Identify avenues to increase transition of work from Client office, communicate this to

Senior Delivery Manager.


• Innovate to optimize production and constantly improve Production, Quality and

Turnaround Time


• Participate in and contribute to client conference calls, management meetings and

department meetings


• Facilitate to meet contractual obligations and client expectations


• Assess and forecast staffing requirements based on client communication and incoming

volume


• Maintain cost effective and stable workforce to absorb volume volatility


• Coordinate with the HR department to recruit per expected volume and required skill

sets


• Draw a plan of action in coordination with supervisors based on feedback from Senior

Delivery Manager


• Ascertain training areas based on reports from the supervisors and Quality meetings.


• Ensure continuous training schedules based on performance and quality scores


• Contingency plans


• Reduce unwanted costs


• Assist supervisors to manage the availability of Billing client partners on a real time basis

to ensure SLG is met


• Responsible for attendance across client teams


• Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes.

Performance Measurement


• Accountable for accounts' Quality and Production


• Communicate performance measurement parameters to Group leaders and Billing

client partners


• Measure supervisor and Billing client partners' performance by using performance

parameters


• Periodically review accounts' performance and chalk out plan to meet the needs of the

client

Report Generation


• Report on weekly account review to Management


• Weekly production and quality report to Management


• Account/Team performance report


• Client satisfaction report based on correspondence


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