job description
Join Epsilon Group Services as a Healthcare Operations Manager and lead high-impact US healthcare BPO operations from our dynamic hub in Bali. This role is perfect for seasoned professionals with 5–10 years of experience in US healthcare operations management, offering a unique opportunity to drive efficiency, compliance, and service excellence in a fast-paced, international environment.
As a key leader, you will oversee end-to-end operational workflows, ensuring seamless delivery of healthcare support services while maintaining strict adherence to US regulatory standards (e.g., HIPAA). Your strategic insights will optimize team performance, enhance client satisfaction, and contribute to scalable growth in a thriving BPO sector.
Why apply? Enjoy a competitive salary (₱80K–₱100K/month), a collaborative culture, and the chance to work with global healthcare clients—all while based in the vibrant, work-life-balanced setting of Bali.
Responsibility
- Lead and manage daily operations for US healthcare BPO accounts, ensuring SLAs and KPIs are met or exceeded.
- Develop and implement process improvements to enhance efficiency, accuracy, and compliance with US healthcare regulations (e.g., HIPAA, CMS).
- Oversee a team of healthcare support professionals, providing coaching, performance evaluations, and career development opportunities.
- Collaborate with cross-functional teams (e.g., Quality Assurance, Training, IT) to streamline workflows and resolve operational bottlenecks.
- Monitor financial performance, including budgeting, cost control, and resource allocation for assigned accounts.
- Serve as the primary liaison between clients and internal teams, ensuring clear communication and alignment on project goals.
- Drive client satisfaction by proactively addressing concerns and implementing service recovery strategies when needed.
- Stay updated on industry trends, regulatory changes, and best practices in US healthcare operations.
Qualifications
- 5–10 years of proven experience as an Operations Manager in US healthcare BPO accounts (mandatory).
- Bachelor’s Degree in Business Administration, Healthcare Management, or a related field (required).
- In-depth knowledge of US healthcare systems, including insurance, claims processing, and patient support services.
- Strong leadership skills with a track record of managing teams of 50+ members in a high-volume, target-driven environment.
- Proficiency in HIPAA compliance and other US healthcare regulations; certification (e.g., CHAA, CHDA) is a plus.
- Excellent analytical and problem-solving abilities, with experience using data to drive operational decisions.
- Advanced proficiency in Microsoft Office Suite and BPO-specific tools (e.g., CRM, WFM software).
- Exceptional communication and stakeholder management skills, with fluency in English (written and verbal).