Operations Manager

7 days ago

Noida, India Quess Corp Limited Full time

Position: Operations Manager

Reports To: Senior Manager/AVP/VP

Location: Noida C59

Process: Record Retrieval, Insurance Platform Services

Job Summary

  • Experienced Manager to oversee operations within Record Retrieval organization. The candidate will lead and manage multiple teams including Provider Outreach, Payment, Invoice, Mailroom, and Quality.
  • Will ensure efficient workflows, maintain high-quality standards, and deliver exceptional service to clients.Will oversee and manage record retrieval legal team, ensuring smooth operations, compliance, and alignment with organizational objectives.

Key Responsibilities

  • Legal Team:Manage legal team responsible for drafting subpoenas and authorizations based on jurisdictional requirements.
  • Conduct 50-state research to maintain adherence to U.S. civil procedures and update the template repository.


  • Provider Outreach Team Management:Supervise a team responsible for calling and following up with US healthcare and other providers to retrieve records.
  • Develop and implement strategies to improve outreach efficiency and success rates.
  • Monitor team performance and provide regular training and support to enhance communication and negotiation skills.


  • Payment Team Oversight:Manage processes related to payments for record retrieval services.
  • Ensure accurate and timely payment processing.
  • Collaborate with finance teams to resolve discrepancies and maintain compliance with payment policies.


  • Invoice Team Coordination:Oversee invoice generation and ensure accuracy in billing clients for fees and pass through charges.
  • Implement checks to prevent errors and streamline invoicing workflows.
  • Address client queries regarding invoices promptly and professionally.


  • Mailroom Team Supervision:Lead mailroom operations to ensure efficient handling of incoming and outgoing documents and records.
  • Establish protocols for organizing, scanning, and digitizing records.
  • Ensure secure handling of confidential information


  • Quality Team Leadership:Oversee the quality control of retrieved records to ensure accuracy, completeness, and compliance with client requirements.
  • Implement a quality assurance framework and conduct regular audits.
  • Provide feedback and corrective actions to teams based on quality assessment findings.


  • Cross-Department Collaboration:Foster collaboration among teams to ensure seamless operations and information flow.
  • Act as the point of escalation for operational issues and implement solutions effectively.


  • Reporting and Metrics:Monitor key performance indicators (KPIs) across all teams and prepare regular performance reports.
  • Identify trends, address gaps, and implement improvements to achieve operational excellence.


  • Compliance and Best Practices:Ensure all operations adhere to federal and state regulations, especially regarding patient privacy and data security.
  • Stay updated on industry best practices and integrate them into workflows.

Qualifications and Skills:

Education:

Bachelor’s degree in Business Administration, Healthcare Management, or related field (Master’s preferred) from a reputed university.

Experience:

  • 8 - 10 years of experience in operations management, preferably in a record retrieval or outbound/inbound customer service.
  • Strong leadership and team management skills.
  • Excellent communication and problem-solving abilities.
  • Proficiency in operational tools and software related to record retrieval (preferred) and management.
  • Knowledge of HIPAA and other relevant compliance standards.

Skills:

  • Strong Insurance domain knowledge (desirable)
  • Understanding of subpoena processes, court filings, and US legal compliance.
  • Understanding of US Civil procedure and US court system.
  • Proficiency in managing multi-jurisdictional projects.
  • Excellent communication skills, particularly with legal professionals and vendors.
  • Proven ability to lead and manage a team in a dynamic environment.
  • High attention to detail and strong organizational abilities.

Key Competencies:

  • Strategic Thinking
  • Attention to Detail
  • Team Collaboration
  • Process Optimization
  • Client Focus

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