Operations Manager

2 weeks ago

Chennai, Tamil Nadu, India HCLTech Full time

HCLTech is currently hiring for the position of Manager - Operations in the BPO Sector

HCL BSERV Healthcare is seeking a candidate for its client, a prominent US based DME Company, a leading provider of healthcare products and services, including oxygen and respiratory equipment.

Job Summary:

The Manager - Operations will oversee the day-to-day management of staff, focusing on back office and claims processing activities in support of the healthcare business operations for (HCL Client). Responsibilities include defining business rules, monitoring work queues, transaction processing, and implementing process improvements to enhance customer experience and operational efficiency.

Essential Duties and Responsibilities:

  • Manage and direct the team responsible for Healthcare RCM back office/transaction management
  • Meet performance targets for handle time, Client SLA, quality, and customer satisfaction
  • Supervise Team Leads managing back office agents and SMEs
  • Coordinate with internal support functions such as Quality, Training, HR, and more
  • Identify and recommend operational enhancements for efficiency
  • Monitor operations initiatives to drive efficiency and effectiveness
  • Review processes for compliance with internal policies and regulations
  • Respond to escalated performance and quality issues
  • Collaborate on various projects assigned by senior management
  • Ensure revenue targets are met in alignment with the business plan

Education/Experience:

Minimum education requirements:

  • Bachelor's degree in any stream (or relevant experience equivalent)

Minimum experience requirements:

- Eight to Twelve years of relevant work experience in US Healthcare RCM (Managerial experience preferable)

- Five years of supervising professional workgroups

- Experience in managing customer/supplier relationships

Skills and Competencies:

- Outstanding leadership skills

- Ability to create and manage SLA metrics

- Strong problem-solving and analytical skills

- Exceptional people management and customer service abilities

- Proficient in Microsoft Office suite

- Effective in team environments with excellent time management skills

Physical/Mental Demands and Working Conditions:

- Operate in a fast-paced professional office environment

- Possible domestic and overseas travel

- Rotational weekend schedule may be required

- Regular use of PC and telephone

- Expected to work on-site alongside the team

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