Job Description: RCM Operations Manager

Work Location: TP Alphaland, Magallanes, Makati City, Philippines
Work Setup: 100% Onsite
Work Shift: Night Shift
Salary Range: ₱80,000–₱110,000 per month (Confidential / Internal)
Target Start Date: October 5, 2026
Headcount: Not specified

Job Overview

We are seeking an experienced RCM Operations Manager to provide strategic and operational leadership for a Revenue Cycle Management (RCM) program.

The role is responsible for end-to-end service delivery, financial and cost efficiency, client relationship management, and the development of Assistant Managers and Supervisors. The successful candidate will drive operational excellence, improve performance across multiple lines of business (LOBs), and ensure compliance with U.S. healthcare standards and BPO operational frameworks.

Key Responsibilities

1. Strategic Operations & Service Delivery

• Oversee end-to-end Healthcare RCM operations, ensuring consistent achievement of contractual SLAs, KPIs, and financial targets across all lines of business.

• Partner with Workforce Management (WFM) for accurate volume forecasting, capacity planning, staffing optimization, and schedule alignment.

• Identify operational risks and workflow bottlenecks proactively.

• Implement data-driven solutions and process improvements to optimize operational performance and service delivery.

2. People Leadership & Organizational Development

• Lead, mentor, and develop a high-performing leadership team of Supervisors and support staff.

• Drive employee engagement, accountability, and retention initiatives.

• Establish structured performance management frameworks and career development pathways.

• Develop leadership training pipelines to strengthen the management bench.

3. Client Governance & Stakeholder Management

• Serve as the primary operational point of contact and trusted business partner for client stakeholders.

• Lead Daily, Weekly, and Monthly Business Reviews, including WBRs, MBRs, and QBRs.

• Present operational metrics, performance trends, analysis, and strategic growth initiatives.

• Manage client escalations and service recovery plans.

• Ensure operational alignment with client expectations and contractual commitments.

4. Quality, Compliance & Continuous Improvement

• Champion continuous improvement initiatives using Six Sigma and Lean methodologies.

• Drive automation projects to improve operational efficiency and reduce processing costs.

• Enforce compliance with HIPAA, healthcare data privacy requirements, and internal quality frameworks.

• Oversee audit readiness and compliance checks.

• Collaborate with HR, IT, Finance, Training, and Quality Assurance teams to support operational objectives.

Qualifications & Requirements

• Non-negotiable: At least 5 years of progressive leadership experience in BPO operations, with significant managerial-level experience managing Healthcare RCM campaigns.

• Proven track record in large-scale team management and multi-LOB operations.

• Strong experience managing operational scorecards and client relationships.

• Comprehensive knowledge of:

  • Healthcare Revenue Cycle Management (RCM)

  • RCM operational metrics and financial analytics

  • Capacity planning and workforce optimization

  • SLA and KPI management

  • HIPAA and healthcare compliance

• Experience leading Supervisors, Assistant Managers, and support teams.

• Strong executive communication, strategic thinking, stakeholder management, and change management capabilities.

• Ability to manage operational escalations and drive service recovery.

• Experience with client governance and WBR, MBR, and QBR presentations.

Employment Stability Requirement

• Candidates must have at least 2 years of tenure in their previous roles.

• Candidates with multiple previous positions lasting less than 2 years should not be endorsed.

• No job-hopping; employment stability will be carefully evaluated during screening.

Work Requirements

• Must be willing to work 100% onsite at TP Alphaland, Magallanes, Makati.

• Must be amenable to a night-shift schedule.

• Candidates should be available to start by the target date of October 5, 2026.

Important Hiring Eligibility

Former employees of the following companies are not eligible for rehire, whether employed directly or through a third-party agency:

• Teleperformance (TP)

• PSG Global Solutions

• Majorel

• Aegis

Interview Process

Validation → Three-Level Interview Process

Pre-Screening Questions

1. How many years of total BPO experience do you have?

2. How many years of Healthcare RCM experience do you have?

3. How many years of experience do you have managing Healthcare RCM operations at the managerial level?

4. What is the largest team you have managed?

5. How many lines of business (LOBs) have you managed simultaneously?

6. Which Healthcare RCM campaigns or processes have you managed?

7. What experience do you have managing client relationships and leading QBRs, MBRs, and WBRs?

8. What is your experience with WFM, volume forecasting, capacity planning, and staffing optimization?

9. What is your experience with HIPAA and U.S. healthcare compliance requirements?

10. What was your last drawn salary?

11. What is your expected salary?

12. Are you willing to work 100% onsite at TP Alphaland, Magallanes, Makati? (Yes/No)

13. Are you willing to work the night shift? (Yes/No)

14. What is your earliest available start date?

15. Please provide your employment history, including tenure in your previous roles.

Hiring Priority: Candidates with at least 5 years of progressive BPO leadership experience and significant managerial-level Healthcare RCM campaign management experience will be prioritized. Strong multi-LOB leadership, large-scale team management, client governance, financial performance management, and employment stability are essential.