Operations Manager (Voice)

Responsibilities

• Leads and directs a staff of 4-5 team leaders/supervisors that will have individual teams consisting of no more than 25 employees each. Total span of 60-80 FTEs
• Ensure calls from patients for multiple client hospital sites are answered within the client service levels and handled in a quality manner. Team may consist of no more than 25 employees
• Oversee and manage contact center performance to ensure contractual SLAs are met consistently
• Serve as a mentor to current team leaders/supervisors and all CSR employees by consistently displaying the R1 values
• Develop and implement recommendations and provide formal feedback on project results and team performance to management.
• Supports new client expansion development and implementation.

Requirements

• 3 - 5 years' experience in delivering customer service in a hospital or health care call center environment as an Operations Manager
• Bachelor's Degree or equivalent experience
• Outstanding time management skills and the ability to simultaneously manage multiple tasks while remaining self-directed.
• Experienced leading and managing employees in a high contact center environment.
• Certified revenue cycle management experience preferred
• Prior continuous improvement experience utilizing Lean Six Sigma tools preferred
• Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
• What's in it for you?
• Competitive Total Rewards Package
• Target variable incentives
• Medical Plan (HMO) from Day 1 of employment with free dependents
• Life insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Night Differential offered
• Employee Referral Program
• All Mandatory Statutory Benefits
• Visit us on Facebook: https://www.facebook.com/r1rcmphilippines
• #R1Philippines #AllTogetherBetterinR1PH

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