
Assistant Operations Manager
4 days ago
Job Title:
Assistant Operations Manager – Receivables / Revenue Cycle
Function/Department:
Receivables
Work set-up:
On-site (Science Hub 2, McKinley Hill, Taguig)
Work schedule:
Rotating schedule
Pay Range:
60,000 – 75,000 basic / 2,000 allowance
Reporting to: Director - Operations
Recruitment process – HRI, Level 1 and Level 2 interview
Role Description:
The Receivables Department Manager has the responsibility of
supervising their team, whether they are working within an office or remotely in a virtual environment
call center setting. This role entails assessing the department's progress and the
performance of its employees, managing employee records, ensuring quality assurance,
handling reporting, and collaborating with clients, among other duties.
REQUIRED QUALIFICATIONS:
- A bachelor's degree or equivalent experience is required
- Must have Call center management and healthcare experience
- Experience with dialer systems and terminology
- Must have solid experience in AR follow-up and Claims Denials in at least 3-5 years in the field.
Competencies and Skills:
• Proficient in collaborative communication with colleagues, staff, management, and
clients.
• Consistently maintain a professional and courteous demeanor.
• Possess operational familiarity with personal computers.
• Exhibit initiative and creativity in carrying out job responsibilities.
• Outstanding written and verbal communication skills.
• Ability to prioritize multiple tasks in a busy work environment
• Display strong leadership qualities
Responsibilities:
• Provide oversight and leadership for daily departmental activities.
• Manage account inventories and regularly report to the Operations Director,
including daily/weekly updates.
• Monitor staff training initiatives.
• Maintain accurate time and attendance records for the team.
• Coordinate and step in for employees during periods of absenteeism or high
workloads/call volumes.
• Occasionally, travel may be required.
• Coordinate overtime as needed to manage workload fluctuations.
• Report and document employee disciplinary issues to superiors and HR.
• Conduct quality assurance assessments, including account audits and evaluations of
employee productivity and performance.
• Collaborate closely with the client service manager to ensure alignment with client
expectations.
• Adhere to prescribed policies and procedures outlined in the Employee Handbook
and the Employee Code of Conduct.
• Actively participate in the Corporate Compliance Program.
• Assist in various projects as assigned by management.
Expected/Key Results:
• Meet contractual client obligations
• Meet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative
metric, etc.
• Meet revenue targets through FTE delivery, staffing levels, etc
• Meet retention target for the team
• Process improvement through implementation suggestions maximizes the efficiency
• Lesser incidents of critical ops process escalations
• Build new client relationships and sustain existing client relationships
• Building strong internal stakeholder relationships
• Achieve a score of XXXX on Employee Satisfaction parameters for the respective
programs/processes
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