Operations Manager
7 days ago
Job Purpose:
The Operations Manager (Nurse) will oversee the daily operations of Caring-One's healthcare-focused BPO site. This role requires a licensed nurse with strong management experience who can ensure the delivery of excellent patient-centered service, compliance with healthcare standards, and operational efficiency. The Operations Manager will lead, coach, and develop teams to meet client expectations while upholding Caring-One's "People First" philosophy.
Responsibilities:
Operations Management
- Oversee day-to-day call center operations to ensure client SLAs and KPIs are consistently achieved.
- Manage scheduling, workload distribution, and real-time monitoring of team performance.
- Ensure alignment between client requirements, regulatory standards, and company policies.
- Collaborate with HR, Quality Assurance, and Training to maintain operational excellence.
Healthcare Compliance & Oversight
- Act as the clinical authority to ensure healthcare-related calls and documentation meet nursing and compliance standards.
- Provide clinical guidance to agents handling patient interactions, ensuring accuracy and empathy in communication.
- Oversee compliance with HIPAA (if applicable), DOH, and occupational health and safety standards.
- Review and validate healthcare-related processes to maintain service accuracy and patient confidentiality.
Leadership & People Management
- Lead, coach, and mentor Team Leaders and front-line staff to achieve high performance and professional growth.
- Promote a positive and people-first workplace culture that balances accountability with employee engagement.
- Manage performance reviews, corrective actions, and recognition programs.
- Foster teamwork and collaboration across all departments.
Client & Stakeholder Relations
- Act as the primary operations contact for clients, addressing concerns and aligning processes with expectations.
- Provide regular business reviews, performance reports, and strategic updates to clients and senior management.
- Partner with clients to identify opportunities for service improvement and growth.
Continuous Improvement
- Monitor operational metrics, identify gaps, and implement corrective action plans.
- Lead process improvement initiatives to enhance efficiency and service delivery.
- Stay updated with BPO trends, healthcare regulations, and call center technologies to drive innovation.
Business Acumen & Financial Management
- Oversee budget planning, cost control, petty cash, and resource allocation to support efficient call center operations.
- Monitor revenue, expenses, and profitability targets, ensuring operational decisions drive financial health and client satisfaction.
- Approve and track fund utilization for operational requirements, workforce programs, and client-driven initiatives, balancing cost efficiency with service quality.
- Analyze financial data and operational metrics to identify opportunities for efficiency, revenue growth, and client retention.
- Collaborate with Finance and Senior Leadership to ensure compliance with company policies, fiscal discipline, and long-term sustainability.
Key Competencies:
- · Education: Bachelor of Science in Nursing (BSN) required. Must be a licensed nurse (Philippines).
- Experience: Minimum of 5 years of nursing experience, preferably with exposure to healthcare BPO, patient care coordination, or case management.
- At least 3 years of management experience in a BPO, healthcare, or call center setting.
Skills & Competencies:
- Strong leadership, coaching, and team management skills.
- Excellent communication and interpersonal skills.
- Strong knowledge of healthcare standards, HIPAA, Privacy regulations, and other compliance practices.
- Analytical and problem-solving abilities with experience in KPI/SLA management.
- Ability to thrive in a fast-paced, people-driven environment.
Key Attributes
- Empathetic yet firm leadership style.
- Strong sense of accountability and integrity.
- Balance between clinical knowledge and business operations expertise.
- Commitment to Caring-One's People First philosophy.
Working Conditions:
- This position is site-based at Caring-One Iloilo Call Center Services, with standard hours aligned to U.S. healthcare client operations (night shift, 8 PM – 5 AM, Monday to Friday).
- Requires extended or flexible hours when needed to address operational demands, client escalations, or critical service issues.
- Works in a fast-paced, high-performance environment, balancing healthcare compliance with BPO operational efficiency.
- Directly reports to the President and General Manager and is expected to provide regular updates, performance reports, and strategic input to executive leadership.
- May be entrusted with financial approvals and operational funds, requiring high integrity and fiscal accountability.
- Will collaborate frequently with cross-functional teams (HR, Finance, Training, QA) and external stakeholders (clients, auditors, regulators).
Job Types: Full-time, Permanent
Pay: From Php50,000.00 per month
Application Question(s):
- Can you confirm your PRC license number and status (active/expired)?
- Do you have experience working in a healthcare BPO or clinical operations environment? If yes, please describe.
- What is the largest team you have supervised, and in what capacity?
- Since absenteeism heavily impacts BPO revenue, what strategies would you implement to control attendance and improve staffing efficiency?
Work Location: In person
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